Report easily online?
Our customers are at the heart of what we do. That’s why our Customer Portal is simple, easy, and available 24/7 - making it faster and easier to report issues, request services, and track progress in real time.
Making a Complaint
We’re always looking to improve our service, and your feedback helps us do that. Complaints give us the chance to review and improve, while positive feedback lets us recognise great service.
We know not every complaint fits neatly into one category, so the table below is a general guide to point you in the right direction:
| Type of complaint | Who manages the complaint |
|---|---|
| Reporting an issue that needs to be fixed (eg. pothole, footpath, leaf litter, etc) | Council - Customer Portal |
| Rates | Council |
| Council staff complaint | Council - Customer Portal |
| A Council or Council Officer decision | Council - Customer Portal |
| Parking fines or permits | |
| Bins not collected, damaged or stolen | Cleanaway: Online Alternatively, you can call the waste line on 1800 777 844 or email charles.sturt@cleanaway.com.au |
| Development Approval | PlanSA |
| Barking dog complaint | Council - Barking dog process |
| Concerns with my neighbours |
|
Offences against you or your property such as;
| South Australian Police |
| Traffic matters such as: Speeding Illegal driving | South Australian Police |
Learn more
Key Features:
- Easy Navigation: Ability to quickly find what you’re looking for
- History: A record of your interaction with us is all in one place
- Map View: Zoom into your area to see requests from the past 30 days, and check if an issue has already been reported
- Notifications: Get progress updates, including estimated completion times
- Track Other Requests: Follow updates on community requests in your area
Report. Monitor. Resolve.
It’s three simple steps to a more connected community.
Need extra support? Check the FAQS, we might already have the answer for you.
We always strive to resolve grievances quickly and efficiently at a local level. If a simple resolution cannot be reached, a formal process may be required. The Internal Review of Council Decision Policy gives more information on how to lodge a request.
A new behavioural management framework for council members commenced on 17 November 2022. Council adopted a Council Member Behavioural Management Policy on 8 May 2023 and can be viewed here. This policy in part replaced what was previously known as the Council Members Code of Conduct.
If you would like to take informal action against a member of our Council, we encourage you to raise the matter directly with the Council Member concerned, or alternatively you may raise your concern with the Mayor in the first instance or, in the case that the grievance is with the Mayor, the Deputy Mayor.
If you would like to take formal action against a member of our Council, this must be in writing marked “Confidential Council Member Complaint” and sent to council@charlessturt.sa.gov.au or PO Box 1, Woodville SA 5011.
The Public Information Disclosure Act 2018 came into operation on 1 July 2019 and replaces the SA Whistleblowers Protection Act 1993.
Under the new Act there are two types of information that can be received. These are:
- Environment and health information - Information that raises a potential issue of a substantial risk to the environment or to the health and safety of the public generally or a significant section of the public.
- Public administration information - Information that raises a potential issue of corruption, misconduct, or maladministration in public administration.
Protections are provided to:
- anyone who makes an appropriate disclosure of environmental and health information
- public officers who make an appropriate disclosure of public administration information
Council is in the process of updating its Public Interest Disclosure Procedure which will be made available once ready.
What protections are there for informants?
If you make an appropriate disclosure of public interest information, the protections include:
- Confidentiality; and
- No Victimisation
Contact details
Any person wishing to provide information in accordance with the Public Information Disclosure Act 2018 has the following options:
Mail: Private and Confidential – Public Interest Disclosure, City of Charles Sturt, PO Box 1, Woodville SA 5011
Email ResponsibleOfficer@charlessturt.sa.gov.au or contact one of the appointed Responsible Officers:
- Manager Governance and Risk
- Team Leader Governance and Risk
- Risk Advisor
- Senior People and Culture Advisor