Customer Service Commitment

 Our Commitment to You
At Adelaide Hills Council, we aim to consistently deliver excellent service. We do this by being available, helpful, empathetic, responsive and reliable.

Our Service Standards
Keeping our community informed and being responsive to enquiries and requests is a key priority for us. That's why we commit to standard timeframes for all of the services we provide.

 Here's what you can expect from us:

  • We will respond to written correspondence within 7 days of receipt
  • We will answer your call straight away in most instances but if we can’t we will call you back within 1 day
  • We will provide up to date and relevant content on our website
  • We provide access to our services at a variety of locations
Roads and Potholes​We will resolve high-risk road hazards and potholes within 1 day
Footpaths​We will resolve high-risk trip hazard footpaths within 1 day
Trees​We will resolve high-risk/hazardous trees within 1 day
Stormwater​We will resolve high-risk/hazardous stormwater pits within 1 day
Infrastructure​We will resolve enquiries about low risk trees, footpaths, road repairs and blocked stormwater pits within 20 days*
​Rubbish & Recycling​We will collect missed domestic bins within 2 days*
​Planning & Building​We will approve fast track Development Applications within 20 days from lodgement of the application*
​Planning & Building​We will conduct building inspections within 2 days from notification by the builder/owner*
​DogsWe will attend reports of currently occurring dog attacks within 2 hours
​WaspsWe will investigate and make safe reports of European Wasps within 2 days
​Food and Health​We will respond to reported food complaints within 24 hours*
​Fire​We will investigate reports of currently occurring illegal burning on the same business day
​Illegal Dumping​We will remove illegally dumped rubbish from council land within 3 days
​Community Services​We will acknowledge requests for Home and Community Care Services (including home help, domestic assistance and maintenance) within 4 business days
​Library​We will make the School Holiday program and bookings available 2 weeks before holidays commence
​Rates​We will process requests for change of address to rates notices within 3 days


*Business days

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