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Customer Service Charter & Standards

At City of Adelaide we realise in order to create a great city, and a great Council, we need to work with our community and our customers. 

Council's Customer Charter has been developed to summarise our  commitment to you, our customers.

The Charter lets you know what kind of service you can expect from us, and what to do if you feel those expectations haven’t been met.

Customer Service Charter - English Customer Service Charter - Mandarin
Customer Service Charter - Cantonese Customer Service Charter - Arabic
Customer Service Charter - Korean Customer Service Charter - Italian

Customer Service Standards

Our customers contact us for  various differing services. Council has dedicated staff that are ready to respond and finalise customer requests as soon as possible. We are committed to quality service delivery so our commitment to you is to achieve results and meet timelines in our service delivery. Please refer to our Customer Service Standards for further information about our service delivery.

You can expect the following response times when contacting our Customer Service Centre by:

Telephone
Customer Request Service Level
Answering incoming telephone calls Answer 80% of calls within 20 seconds
Email
Customer Request Service Level
Acknowledge your email Within 1 business day
Written
Customer Request Service Level
Answering your letter Within 10 business days
City Chat
Customer Request Service Level
Answering incoming City Chat website online enquiries Answer 80% of City Chat enquiries within 20 seconds
For Residents: Waste services provided by Council
Customer Request Service Level
Residential domestic rubbish removal Collected weekly
Residential recycling collection Collected fortnightly
Residential green waste collection Collected fortnightly
Request for a replacement bin Made within 2 -5 working days
Request made for a repair to a damaged bin. When bin left kerbside at time of next scheduled collection
For Small Businesses only: Waste services provided by Council
Customer Request Service Level
Cardboard Recycling collection for businesses Collected weekly
Waste services: illegally dumped rubbish
Customer Request Service Level
Removal of illegally dumped hard rubbish Within 5 business days
Site Inspections
Customer Request Service Level
Reports for unsafe worksite made by phone Mon-Fri during business hours We will inspect within 1 hour
Development Inspections
Customer Request Service Level
General Building Compliance Inspections (with required documentation) We will inspect within 2-3 business days
Home and Community Care (HACC) Services
Customer Request Service Level
Requests for home help, domestic, personal care, maintenance and transport (Adelaide residents only) Acknowledgement made within 1 business day for all eligible clients
Graffiti reporting
Customer Request Service Level
Offensive Graffiti We will assess and remove within 24 hours
High Profile areas We will assess and remove within 48 hours
Medium to low profile areas Will remove within 12-20 business days
Events
Customer Request Service Level
New event application We will acknowledge your request within 5 business days
Enquiries relating to an existing event booking We will respond within 2 business days
Street Cleaning
Customer Request Service Level
Hazardous/dangerous situations We will clean the area within 24 hours
Other issues depending on nature of issue We will clean in accordance with general maintenance program
Footpath Repairs
Customer Request Service Level
Hazardous/dangerous situations We will respond and make safe within 24 hours
Other issues depending on nature of issue We will repair in accordance with general maintenance program
Illegally Parked Vehicles
Customer Request Service Level
Customer reports a vehicle illegally parked Parking inspector will assess and take appropriate action within 2 business hours
Rates Section 7 documents
Customer Request Service Level
Routine searches (Full Search) We will forward the information within 8 business days
Rates only -(Section 187) We will forward the information within 48 hours

 

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