Customer Service Charter

Council's Customer Charter has been developed to highlight 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 Charter

Service Standards

Whether the service is a legislative requirement or is provided by local choice, we endeavour to be responsive to the needs, interests and aspirations of individuals and groups within our community by seeking to ensure that we use our resources fairly.

We understand it is important for us to set expectations upfront about the time our processes and services may take.

Service standards when contacting us

We have collated standard timeframes for assessing our response to customer requests from tree trimming, parking control, to completing permits and applications. After assessing your customer request we will inform you of the time needed to provide a response and provide you with contact details if you have any further enquiries.

Contacting us by phone	We will answer calls promptly and try to resolve inquiries immediately
Writing to us	We will acknowledge correspondence (or/and) provide an interim reply
Contacting us in person	We will attend to the counter immediately
Contacting us via our website	We will provide up to date information including forms, application forms, information sheets and meeting minutes/agendas

Service standards for customer requests

Customer Request	Service Level
Abandoned Litter	3 business days
Abandoned Vehicles	3 business days
Animal Complaints - Dog attacks - Pick up restrained lost dogs - Complaints (nuisance)	1 hour 4 hours 3 business days
Council and Committee Agendas	Agenda will be available on the website 3 days prior to a meeting, except in the case of a Special Meeting where documents will be made available as soon as practicable after the meeting time is confirmed.
Council and Committee Minutes	We will make minutes available on the website within 5 business days after a meeting
Effluent Pump Shed Alarm – Community Wastewater Management System (CWMS)	1 business day
Food / Health Complaints	3 business days
Footpath Repairs - High risk condition - Low risk condition	1 business day 7 business days
Grading (dirt road)	5 business days
Graffiti Removal	1 business day
Grape Spills	Council Roads: 1 business day DPTI Roads: Report to DPTI 1800 018 313 (Sturt Highway, Old Sturt Highway)
Hire of council facilities – halls; parks; reserves	Minor events – 5 business days Major events – 40 business days
Missed Garbage Service	Contact Solo on (08) 8159 5057
Nuisance Complaints - Burning - Unsightly conditions - Noise - Dust	1 hour during business days 2 business days 2 business days 2 business days
Parking Issues - Urgent - Non Urgent	1 hour during business days 1 business day
Rates Notice (reissue)	1 business day
Road Repairs (ie pot holes) - High risk condition - Low risk condition	1 business day 7 business days
Section 7 Search - Full search - Rate search	8 business days 2 business days
Supply of New Garbage Bin	Deliver within 5 business days
Tree Trimming (street trees)	5 business days
Works Emergency Issues	1 hour

Service standards for council services

The range of services provided by council is in response to the needs and priorities determined by our local community.
The services we provide;

Libraries
Cemeteries
Community Events
Halls and Community Facilities
Sports and Recreation Centres
Playgrounds
Parks and reserves
Swimming Pool
Tourism and Visitor Information

Submitting Feedback

Report it instantly using My Local Services App

Request for Service

If you have identified a need for us to perform one our services (i.e. damaged trees, pot-holes in footpaths) we ask that you contact us and provide:

-    your contact details; and
-    a description of the issue or the work required; and
-    address for the location of the request.

Comment/Compliment

We are constantly looking for ways to enhance the services and programs we provide to you. If you have been pleased with our service, let us know, as it gives us the opportunity to recognise the great service provided by our staff.

Concern/Complaint

If you can suggest how we can do things better, please tell us. We welcome your feedback to improve our service to you. A feedback form is available online or at any of our customer service centre or libraries. Alternatively you can write to us or give us a call.

Review of Decision

This is a formal request for a revision of a decision by Council in accordance with the requirements of s.270 of the Local Government Act. To view Council's Policy for Review of Council Decisions (Including Handling Complaints) please click here.

We have a formal complaints policy and supporting procedures which outlines standards and processes for actioning matters raised by customers. To view this policy please click here

The Ombudsman SA is an independent office that has comprehensive power to investigate complaints made in relation to Local Government.

Customers have the right to contact the Ombudsman SA at any time if they are dissatisfied with an action or inaction of the Berri Barmera Council.

The Ombudsman SA may be contacted at:

Postal: PO Box 3651, Rundle Mall SA 5001
Office: Level 5, East Wing 50 Grenfell Street, Adelaide SA 5000
T: (08) 8226 8699
F: (08) 8226 8602
Toll free: 1800 182 150
E: ombudsman@ombudsman.sa.gov.au

Performance Measurement

We will report monthly/quarterly on the quality of our customer service delivery
We will invite customer feedback
We will regularly survey our community
We will undertake quality monitoring and coaching of staff
We will undertake training and development programs

PLEASE NOTE: This framework deals with the quality of services we provide. The following matters are not covered by this framework:

Administrative decisions made under a law; or
Government Policy

Customer Charter