Need to let us know about an issue or ask Council to take action? This page is designed to assist you to determine the proper process to follow when making a request or providing feedback to the Council.
The Town of Gawler provides a range of services and facilities to support our community.
We welcome requests, feedback, compliments and complaints from our community. Whether you need to let us know about an issue, request Council action, share your experience or suggest an improvement, your feedback helps us understand the needs of our community and continually improve the services we provide.
Use the information below to find the most appropriate way to contact us or submit your request, feedback or complaint.
Our commitment to providing a consistent and responsive service is outlined in our Customer Service Charter.
A Request for Service is an application to have Council or its representative take some form of action to provide or improve a Council service.
The Town of Gawler considers requests for service in accordance with its Requests for Services Policy and its Requests for Services Procedure.
Council’s Online Customer Service Request system provides residents with 24/7 access to lodge a request
The online system allows residents to lodge requests for a variety of service needs such as road maintenance, street tree pruning, graffiti removal, as well as information on Council services.
Once a request has been lodged a unique identification number is issued allowing the customer to quickly seek further information if required.
All requests are allocated to the appropriate Business Unit within the next working day. If your issue is an emergency or an urgent request, please call Council’s Customer Service Centre on 08 8522 9211, this line is open 24 hours, 7 days.
We welcome feedback about Council services, decisions or your experience with Council. Your feedback, whether positive or negative, helps us understand what is working well and where we can improve our services.
If your feedback does not relate to a specific service request, you can contact Council by phone, in person or in writing. You can also complete the Customer Feedback Form available in the Downloads tab below.
Your feedback helps us continually improve the way we deliver services to our community and supports our commitment to our Customer Service Charter.
A complaint is an expression of dissatisfaction with a service which has, or should have, been received.
Where Council has failed to meet the normal standards for a service which has been, or should have been, delivered the Complaints Policy and the Complaints Procedure apply.
When making a complaint, please provide the following information in writing:
- A description of the problem and how it came about; and if you consider there is any way we can assist in rectifying the problem – suggestions as to how this can be achieved.
Please use the Council’s Complaint Application Form.
Where ambiguity exists, Council will deal with a matter as a request for service, rather than a complaint, in the first instance.
Internal review of a council decision is a process established by legislation (section 270 of the Local Government Act 1999) that enables a member of the public to request a review of a decision when they are not satisifed with the outcome. The nature of a section 270 review is procedural, and merit based and the outcome could lead to the original decision being affirmed, varied or revoked. The reviewer will reconsider all evidence relied on to arrive at and make a decision, including new evidence if relevant.
The Council will apply the Internal Review of a Council Decision Policy and the process outlined in the Internal Review of a Council Decision Procedure upon receipt of an Internal Review of a Council Decision Application Form.
Internal reviews of decisions are only appropriate where a particular identifiable decision is an issue. Internal reviews of decisions cannot provide immediate resolution of grievances. For these reasons, complaints and requests for services are generally more appropriate processes in the first instance.
The Public Interest Disclosure (PID) Act 2018 provides a legislated process that encourages and facilitates the disclosure of public interest information. A Public Interest Disclosure is a report by a person to a relevant authority (in local government, that is a council), in relation to one of two types of public interest information:
Environmental 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.
How to make a Public Interest Disclosure
It is recommended that a Public Interest Disclosure is made in writing via hardcopy letter or email. You may remain anonymous; however, this may impact the ability to assess the disclosure report and take action as required. A report can be made verbally but it is highly recommended that any disclosure report be submitted in writing.
Contact Town of Gawler Responsible Officers
Susie Reichstein - Team Leader Governance 8522 9211
Nikita Lambert - Governance Support Officer 8522 9211
- Via mail: Strictly Confidential
- Responsible Officer, Public Interest Disclosure
- PO Box 130, Gawler SA 5118
Via email: disclosures@gawler.sa.gov.au
To view Council's Public Interest Disclosure Policy click here