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Complaints Policy

How to make a complaint to Council and how complaints are handled at each level.

⚠️ Important Disclaimer: I, Shane Grocke, am rewriting this policy in plain English so you can quickly understand what it is about and what conditions usually apply. This is a guide only — the official Council policy and any permit conditions are what you must rely on.

What this policy is about

This policy explains how the Council handles complaints. It aims to be fair, consistent, and easy to understand. The Council uses complaints to improve its services and how it works.

What is included

A complaint is when you are unhappy with a Council decision, service, or action.

What is NOT included

Service requests (e.g. asking for a repair or service)
Requests for information
Complaints about elected members
Employee or contractor workplace issues
Matters involving corruption or serious misconduct (referred to external authorities)

How Council Handles Complaints

Be fair — Decisions are objective and unbiased
Be accessible — It is easy to make a complaint
Be responsive — Complaints are taken seriously and acted on
Be efficient — Complaints are resolved as quickly as possible
Work together — Across Council where needed
Confidential — Your information is kept confidential

The Complaint Process

1
Your complaint will be acknowledged
2
It will be assessed and prioritised
3
It may be investigated
4
You will receive a clear response
5
Council may review systems to improve services

Your Rights

You will be listened to and treated fairly
You will be kept informed
You will be told reasons for decisions
You may request a review if not satisfied

Timeframes

Council aims to respond within 10 business days. If more time is needed, you will be told why.

Complaints & Review

You can make a complaint in writing to the Chief Executive Officer.

This policy is reviewed at least every 4 years or sooner if required.

Contact Council

District Council of Yankalilla
1 Charles Street, Yankalilla SA 5203
Phone: (08) 8558 0200

Visit Council Website →