Customer Service
Customer Service Requests
Sometimes things break, age out, or messes are created. Sometimes our services and features in our towns are no longer enough to support the growing populations.
When you notice something damaged, in need of replacement or needing to be tidied up, we welcome a Customer Service Request (CSR) being submitted. A CSR is an application to have Council or its representatives take some form of action to provide a Council Service.
How do I submit a CSR?
You can do this a few ways. The recommended way is by submitting a CSR through the "Report It" feature in the My Local Services app. This is a really convenient way to make reports as you see them. Simply follow the prompts!
Another way is to fill out the form online. The link is at the top of this page. While we urge that the community take advantage of the My Local Services app or our online form, we are aware that some of the population may be limited in their ability to access or utilise technology. If this is you, you can come into the office or call us on 8666 2014 and make your request to one of our friendly staff.
When requests are received, they are then sorted through and organised into towns and priorities. Hazards that create significant risk to health and safety and public access are placed higher on the list than things that are just unsightly or inconvenient. For example, a tree down in the middle of a township that is blocking traffic would be taken care of before leaves in the gutter of a side street during a dry season getting tidied up.
Non urgent jobs are likely to get seen to in the next visit to your town (depending on how many requests there have been, it may take a few visits!), whereas urgent jobs will see our workers stop what they are doing and go to your town straight away. To see when our crews are next due in your town, see our Township Works Programme HERE. Just a reminder that where priority jobs must take place, this programme will change to account for it without warning. For more information view our Customer Service Charter HERE.
I have a complaint about the service!
Please do not submit complaints via the CSR form. Unlike a CSR, a Complaint is an expression of dissatisfaction with a service which has, or should have been, received. If you would like to lodge a Complaint, please complete the Complaints Form HERE.
View our Complaints Handling Policy HERE.
Compliments! You guys did a great job, how can I let you know?
Our employees are all very hard-working people, a majority of which, live within the District. Working with Council brings a unique sense of responsibility and pride. You are not just doing a job, you are caring for your home, making things better for your neighbours, friends and family.
Whether on the ground or in the office, all our employees strive to do the best job possible every single day. If you notice that our workers have been exceptional in their service, we would love to hear from you. You can do this by calling us on 86662014, emailing us at postmaster@mtr.sa.gov.au or coming into our office.
We ensure all feedback is passed on to our employees whether directly or via our regular staff meetings. This positive feedback is absolutely appreciated. It’s always great to know when we are doing the right thing, it certainly makes us feel very warm inside with a glow of pride knowing we have done a good job.
Once again to clarify
Request= Please do this
Complaint= You did this, but it was not satisfactory
Compliment= You did a great job/you were really helpful and I would like to acknowledge that.
We need better infrastructure, services or features. How do I request this?
If you believe that the infrastructure, services or features are no longer enough to support your town, it is best to have a chat to one of your local Councillors. Our Councillors can then bring this up at a Council meeting or to the appropriate senior staff to discuss the urgency and viability of your suggestions to work out the level of priority, affordability and timeline in which a project may be able to be completed.
You can contact your local Councillor via their contact details as listed HERE, or you can see them at the next Council Listening Post. The dates for your local listening posts are HERE.
Please don't:
Please do not go out and start installing things on your own accord. As much as we appreciate the determination and spirit of our communities - we have a tough, amazing community here - there are processes, regulations, standards and approvals that must be met BEFORE most things can be done as well as during and after the job is completed.
Please do not abuse our staff. They are doing their best to go above and beyond for our community. All they want to do is earn their pay to pay their bills and then go home to their loved ones, just like everyone else.
Please do not stop our staff out on the street to tell them about jobs that you would like to have done. The outdoor staff may not have the time or the appropriate equipment to complete those extra jobs. They also do not have the ability to log those jobs into our system if they are not completed that day. This most likely will result in the jobs you wanted to be done, being forgotten about. Instead, please submit a CSR, this way it will be in our system and added to the scheduled list of jobs for your town.