Council is committed to the provision of quality service to customers and regards complaints and feedback as an opportunity to improve practices and procedures as well as resolve the matter.

If you wish to dispute a parking expiation notice, please refer to our Dispute an Expiation page.

The Customer Feedback / Complaints Form is not to be used to report any issues or maintenance requests - please refer to the Works Request Form 14-67-T2 [PDF] for these.  If the matter is urgent, please contact Council's After Hours Contact Service (24-hours, 7 days a week) on 8621 2300.

Making a complaint or to provide feedback

A person can make a complaint or provide feedback at any time about a product or service delivery of Council by:

• Completing the online Customer Feedback / Complaints Form
• Email: plcc@plcc.sa.gov.au
• Written correspondence: City of Port Lincoln, PO Box 1787, Port Lincoln SA 5606
• Telephone: 08 8621 2300
• In person: Level One, Civic Centre, 60 Tasman Terrace, Port Lincoln SA 5606

A person who makes contact with Council via Telephone or in person will be asked to submit their complaint in writing, if the matter cannot be satisfactorily resolved at the point of initial contact with Council.

To assist Council to process the complaint, the following details should be provided, if relevant:

• Date, time and location of event(s);
• Description of the event(s);
• Names of Council employee(s) to whom you spoke and dates;
• Copies or references to letters or documents relevant to the complaint;
• The outcome that is hoped to be achieved.

Any complaint received will be resolved as quickly as possible, while ensuring the matter is dealt with at a level that reflects its level of complexity.

It is recommended that you read Council’s Complaints Handling Policy 9.63.26 [PDF] which outlines the process of making a complaint, how Council will handle and process the complaint and the escalation process.

When a complaint cannot be resolved

Where a complaint cannot be resolved in the first instance, Council will advise the complainant of the process to be undertaken.  A Council member will respond within 10 days to acknowledge the receipt of the complaint, and where possible, the resolution at the time.  If a resolution is not possible within the 10 days, the complainant will be kept regularly informed of the progress, either by email, letter or personal contact.

As a customer of Council if you are dissatisfied with a decision made by Council, its employees or persons acting on behalf of Council you have the right to make an application for review of a decision under Section 270 of the Local Government Act 1999.  This process is generally the last resort in the complaint handling process.  Please refer to the Internal Review of Council Decisions Policy 9.63.2 [PDF] about the review process and how to make an application for review of a decision.

If you are still dissatisfied with the outcome of the Section 270 review you have the right to make a complaint to an external agency.  For example the Ombudsman, who is an independent officer who handles complaints about government - Ombudsman SA website.

Related information

Complaint Handling under Code of Conduct Policy 9.63.19 [PDF]

Freedom of Information

Need more information

If you have any questions regarding providing feedback to Council or about the complaint handling process, please contact:

City of Port Lincoln
Corporate & Community Team
9.00am – 5.00pm, Monday to Friday
Phone: 8621 2300
Email: plcc@plcc.sa.gov.au