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Feedback & Complaints

If you have feedback or a complaint regarding any service, decision or activity of the Council, we would like to hear from you.

Your feedback on our processes, decisions, service and staff is really important to us.

We use feedback from you, positive or negative, to review and improve our services and processes.

General feedback

You can provide your feedback by completing our online General Feedback Form.

If you have an issue that requires immediate attention, please phone the Council on 08 8366 4555.


General Feedback

Website feedback

Please help us continue to improve our website by providing us with your feedback.

Website Feedback

Report a problem

To report a non-urgent problem with Council infrastructure (such as, footpath trip hazards, pot holes in the road surface and damaged playground equipment.) you can submit a report using the online Report a Problem Form.

Submitted reports are monitored during normal business hours.

In the case of an emergency (i.e. fallen tree or stormwater flooding), we recommend you call the Council on 08 8366 4555.


Report a problem

Complaints

The City of Norwood Payneham & St Peters is committed to the provision of quality services and programs for citizens and visitors to the City. 

Nevertheless, from time to time the Council receives complaints regarding its policies, procedures, staff, agents, quality and level of service and programs. 

The Council’s Complaints Handling Policy & Procedure provides a framework for receiving and responding to complaints as a means of improving services in all areas of the Council’s operations. The Policy also aims to ensure that issues which are the subject of complaints are addressed fairly, efficiently and effectively.

Download: Complaints Handling Policy & Procedure

 

Lodging a complaint

Complaints may be lodged with the Council in the following ways:

Complaints Form

 

If you have an issue that requires immediate attention, please phone the Council on 08 8366 4555.

 

Rights and Responsibilities

In order for the Council to ensure that all complaints are dealt with fairly, efficiently and effectively, certain rights and responsibilities must be observed and respected by all of the parties to the complaint process.

Download: Rights and Responsibilities of the Parties to a Complaint

 

Unreasonable Complainant Conduct

The Council is committed to being accessible and responsive to all complainants who approach the Council for assistance or seek to lodge a complaint. At the same time, our ability to provide the broad range of services that we provide to our local community depends upon:

  • our ability to do our work and perform our functions in the most effective and efficient ways possible
  • the health, safety and security of Council staff
  • our ability to allocate resources fairly across all Council operations and all requests and complaints that we receive.

As a result, the Council will take proactive, fair and decisive action to manage any complainant conduct that negatively and unreasonably affects the Council’s operations or staff in accordance with the Council’s Unreasonable Complainant Conduct Policy & Procedure.

Download: Unreasonable Complainants Policy & Procedure