Feedback, compliments and complaints

It’s not always easy to tell. Here’s a simple way to think about it:

• A service request is when something hasn't been done yet and you're asking us to do it, like collecting missed bins, fixing a pothole, or repairing a streetlight.
• A complaint is when you're unhappy with how something was handled. A delay, poor communication, a lack of follow-up, or a decision you believe is wrong.

Examples:

• "There’s graffiti on my fence" → Service request
• "I reported graffiti two weeks ago and nothing has happened" → Complaint
• "You didn’t explain why my application was rejected" → Complaint
• "My green bin wasn’t collected" → Service request (unless it's a recurring issue that is not being addressed properly)

We manage complaints using a tiered approach so we can respond appropriately based on the nature and complexity of the issue:

Tier 1 – First Contact Resolution

• Most complaints can be resolved quickly at the first point of contact.
• These might involve a misunderstanding, a delay, or something that just didn’t go right the first time.
• Our focus is on resolving your issue as simply and respectfully as possible.

Tier 2 – Escalation or Formal Review

• If the issue is more serious, hasn't been resolved, or you request further review, it is escalated to a team leader or senior staff member.
• This stage may involve further investigation or formal communication to resolve your concern.

Tier 3 – Internal Review (Section 270 of the Local Government Act)

• For decisions you believe were incorrect, unfair, or handled poorly, you can request an internal review.
• This is conducted by a senior officer who was not involved in the original decision or complaint handling.

Note: All complaints are taken seriously, regardless of the tier. A Tier 1 matter is not treated with any less importance than a Tier 3 review.

At the City of Onkaparinga, all council employees are expected to act with honesty, care, and diligence in their duties, in line with the Local Government Act 1999 (SA) and our Employee Code of Conduct. This includes rules about integrity, appropriate behaviour, and the acceptance of gifts and benefits.

If you believe a council employee has breached the Code of Conduct, you can make a formal complaint.

How to Make a Complaint

To be accepted for investigation, your complaint must:

• Be made in writing to Council’s Chief Executive Officer at one of the following:

Email: humanresources@onkaparinga.sa.gov.au
Postal Address: PO BOX 1, Noarlunga Centre SA 5168 
Civic Centre: Ramsay Place Noarlunga Centre 5168

• Be as specific and detailed as possible
• Name the council employee you believe has breached the Code
• Identify which part(s) of the Code you believe were breached
• Include any supporting evidence you have
• Include details of a proposed remedy or outcome you are seeking

We take all complaints seriously and will handle them in line with our administrative procedures, with a commitment to confidentiality, fairness, and natural justice.

• Respectful communication at every stage
• Timely responses. We’ll acknowledge your complaint and let you know what happens next
• Clear outcomes. We’ll explain what action we’ve taken and why

We’re always looking to learn. Not just from complaints, but from compliments and feedback too.

• If a staff member went above and beyond
• If you had a great experience with one of our services
• If you have a suggestion for how we can do something better

…we want to hear it!

Your positive feedback helps us recognise what’s working, share good practices across the organisation, and celebrate the staff who make a difference.

There are some complaints which may be more properly dealt with by another process. For example:

• Complaints against a Councillor or the Chief Executive Officer should be directed to the Mayor
• Review of a Freedom of Information determination may be referred to the Ombudsman
• Insurance claims will be referred to the Local Government Association Mutual Liability Scheme
• Decisions made under legislation that have their own prescribed appeal procedures (for example appeals under the Planning, Development and Infrastructure Act 2016 are dealt with by the Environment and Resources and Development Court)
• Objections to property valuations should be referred to the Valuer General’s office
• Appeals against orders made pursuant to section 254 of the Local Government Act 1999.

Ombudsman SA and Office of Public Integrity (OPI)

Council prefers to work with customers to resolve complaints, however, a customer has the right to seek other forms of resolution, such as contacting Ombudsman SA or taking legal action.

Generally, Ombudsman SA prefers council to have an opportunity to resolve a complaint before it investigates further.

Details for external agencies are provided below:

Ombudsman SA

Level 9, 55 Currie Street, Adelaide; or
PO Box 3651, Rundle Mall SA 5000
Tel: (08) 7322 7020
Webpage: https://www.ombudsman.sa.gov.au

OPI

Where corruption, misconduct or maladministration is suspected contact should be made with OPI to make a complaint (Ombudsman SA can also deal with complaints about misconduct and maladministration):

OPI Tel: 1300 782 489
Webpage: https://www.publicintegrity.sa.gov.au

Section 270 – Internal Review of Decisions 

We may not always be able to resolve your issue the way you want us to, but we always aim to act within our legislative and policy frameworks, in a fair and reasonable manner. 

This section provides a formal process for reviewing council decisions: 

• Anyone affected by a decision can request a review 

• Must be made within 6 months of the decision (unless extended) 

• A $20 fee applies 

• The review looks at how the decision was made, not just the outcome 

Applications must include: 

• Details of the decision and who made it
• Reasons for the review 
• Contact information 

Be made in writing to Council’s Chief Executive Officer at one of the following: 

Email: mail@onkaparinga.sa.gov.au 
Postal Address: PO BOX 1, Noarlunga Centre SA 5168  
Civic Centre: Ramsay Place Noarlunga Centre 5168 

Council must respond within 21 days, though complex cases may take longer. 

Further Information 

Information about applying for a s270 Internal Review of Council decisions can be found in our Internal review of council decisions s270 procedure(PDF, 179KB) 

An internal review is a process established under section 270 of the Local Government Act 1999 that enables any person affected by a decision to seek an internal review of the decision of the Council, Council employee or other persons acting on behalf of the Council. The Council considers internal reviews against the Council’s customer complaint policy.

In an internal review Council will examine the process by which the original decision was made. The internal review may or may not result in the disputed decision being reconsidered or overturned.

Internal review of council decisions s270 procedure(PDF, 179KB)

This Act replaced the Whistleblowers Protection Act 1993 and encourages reporting of serious issues: 

• Covers environmental and health risks and public administration misconduct 
• Anyone can report environmental/health concerns 
• Only public officers (e.g. council staff, police, MPs) are protected when reporting misconduct 

Protections include: 

• Confidentiality 
• Protection from legal liability or retaliation 

Reports can be made to: 

• The Office for Public Integrity 
• A Responsible Officer within the council 
• The ICAC or Ombudsman, depending on the issue 

How to make a disclosure to a Responsible Officer 

• Any person wishing to provide information in accordance with the Public Information Disclosure Act 2018 has the following options: 
   
  By Mail:  
  Confidential – Public Interest Disclosure Responsible Officer 
  Box 612 
  Noarlunga SA 5168.  
   
  Mail will be delivered unopened directly to a Responsible Officer. 
  
  By Email: 
  PID@onkaparinga.sa.gov.au 

Further information 

To assist the community in understanding the new protections, the following links are provided: 

• ICAC PID Guideline 

Information about making a Public Information Disclosure can be obtained via: 

• ICAC website 
• Office of the Commissioner for Public Sector website 

Your identity will only be made known to those involved in the investigation whilst resolving the complaint. The complaint will not be revealed or made public by the council, except where required by law or when a matter is referred to Council.

We track complaint trends to identify where services need improving. Every complaint is an opportunity for us to learn, grow, and do better.