Compliments and Complaints
The City of Mitcham is committed to providing quality Customer Service. We therefore invite and value your comments and feedback as an opportunity to continually improve our service.
- To turn complaints into improvements.
- To provide efficient and effective services to all customers.
- To ensure easy access to Council for all enquiries, requests and information needs.
- To respond to enquiries and requests for service promptly.
- To encourage and value customer feedback.
- To strive to achieve customer satisfaction.
- To ensure a complainant is aware of his/her rights in relation to the complaint procedure.
Our Promise to You
Council Officers will...
Greet you with a smile and a welcome.
Acknowledge your need for assistance.
Treat you as we would like to be treated - with respect and courtesy.
Handle complaints promptly in a courteous manner.
Keep you informed of the progress of your request if it cannot be dealt with in the first instance.
Only promise what can be delivered.
Customers have the right to...
Be treated with respect and not be judged.
Have your complaint heard and understood.
Be informed of the complaint handling process.
Have your request or complaint adequately answered or resolved.
Have action taken as soon as possible to correct the problem.
Be kept informed of the progress of your request/complaint.
Be assured that your complaint will have no effect on the service you receive from Council.
Council Staff have the right to...
Be treated with respect and courtesy.
Be supplied with sufficient detail to investigate the complaint.
Be given a fair opportunity to respond.
All complaints received by Council, which cannot be dealt with immediately, will be acknowledged within 5 working days. All complaints will be investigated and complainants notified of the results of the investigation in accordance with Council Policy, Charter and Procedures.
If you are not satisfied with the manner in which your complaint has been handled, a written request for an internal review can be lodged with the Chief Executive Officer. If still unsatisfied, the matter can be referred to the Ombudsman.
Freedom of Information
The South Australian Freedom of Information Act 1991 (the FOI Act) gives members of the public a legally enforceable right to access documents, subject to some restrictions. This right applies to documents held by Council. Accordingly it is important to be aware that the confidentiality of complants cannot be guaranteed in order to comply with Council policy or its obligations under the Freedom of Information Act 1991 and the State Records Act 1997, complaints may be monitored, accessed or relased by authorised staff.
How to Contact Us
If you have any suggestions for improving the level of service we provide, please let us know. Our Civic Centre office hours are 9am to 5pm Monday to Friday (excluding public holidays) at:
City of Mitcham
131 Belair Road
Torrens Park SA 5062
Telephone: 8372 8888
Fax: 8372 8101
Or alternatively you can provide us with feedback at any time via email or the form below.