Feedback, comments and concerns

We are dedicated to listening to and acting on feedback from our community, both positive and negative. Your comments help us review and improve how we deliver services. The following outlines how you can provide feedback.

General feedback and complaints

You may submit complaints or feedback in person at the Civic Centre, 165 Sir Donald Bradman Drive, Hilton, by phone (08) 8416 6333, or by completing the feedback form.

A complaint is an expression of dissatisfaction relating to:

• no action taken after a request for service or information
• the type or level of response provided to a request
• the quality, standard or timeliness of a service provided
• the behaviour or actions of an Elected Member or an employee.

View our Customer Complaints Policy.

Elected member complaint process

Complaints against elected members must be made in writing to council's Chief Executive Officer.

Elected member behaviour standards are established by the Minister for Local Government. These standards outline the minimum conducted expected from all elected members when undertaking official functions and duties of council.  If you believe an elected member has not met these standards, you can make a complaint using the process detailed in the Behavioural Management Policy.

Note: please refer to the Behavioural Management Policy for information to support lodging a complaint.

Step 1 - a complaint must be received in writing and marked with 'Confidential Elected Member Complaint'.

Step 2 - ensure you provide details about the behaviour you are complaining about and include:

• the name of the Elected Member your complaint relates to
• the elements of the Behavioural Standards for Council Members you consider the elected member has failed to meet
• your name and contact details (as the complainant)
• the name and contact details of the person submitting the complaint (if different to the complainant)
• the name and contact details of any witnesses or other persons able to provide information relevant to your complaint.

Step 3 - send your complaint to:

Chief Executive Officer
Confidential Elected Member Complaint
City of West Torrens
165 Sir Donald Bradman Drive
Hilton SA 5033.

Internal review of council decisions (Policy - 270 Review)

An internal review of a council decision is a process where you can request council to re-examine a decision that has been made either by the council, a council employee or someone acting on council's behalf (i.e. contractor).

The request must be made within 6 months of the decision. A review is undertaken pursuant to the Internal Review of Council Decisions Policy, and incurs a $20 fee, payable at the Civic Centre, 165 Sir Donald Bradman Drive, Hilton or by phone at (08) 8416 6333.

Requests for an internal review must be made in writing using the application for internal review of a council decision form and addressed to the CEO. You must provide full details of the decision for which you are seeking a review and include a description of how the decision impacts on your rights and/or interests.

Formal complaints

A complaint alleging maladministration, serious and substantial misappropriation of public money, or corrupt conduct should be reported to the Office for Public Integrity or the Ombudsman SA. Both agencies provide information on their websites to support the lodgement of complaints.

Parking expiations

Information on how to review a parking expiation can be found here. 

Additional information

For further information, contact us during business hours (08) 8416 6333. Printed copies of the Complaints Policy, Behavioural Standards for Council Members and/or the Internal Review of Council Decisions Policy and relevant application forms can be mailed upon request.