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Customer Service Charter

The City of Victor Harbor Customer Service Charter is our promise to you. We’re committed to great customer service.

Our customer service charter puts you at the heart of our service delivery. It outlines our commitments and expectations which centre around being accessible, respectful, informative and accountable.

Our commitment to you

  • We will make sure contacting us is as easy and convenient as possible
  • We will make sure information, resources and services are equally accessible to all
  • We will greet you in a friendly manner and identify ourselves
  • We will answer your enquiry promptly
  • We will provide accurate and consistent information
  • We will keep you informed of the progress of your enquiry
  • We will be respectful, listen and respond to your concerns
  • We will be helpful and sensitive to your needs
  • We will respect your personal information and privacy
  • We will communicate clearly, accurately and in plain language
  • We will work with you on solving your enquiry, or refer you to an appropriate organisation if we are unable to help
  • We will provide a process for providing feedback and making complaints

You can help us by

  • Being courteous and respective to our staff, volunteers and other customers
  • Providing us with complete and accurate information
  • Keeping us up to date with any changes
  • Letting us know when you need to speak to a staff member who has particular expertise
  • Working with us to solve problems
  • Providing feedback on our services

Our service standards

In person

Council:
Monday to Friday, 9am to 5pm

Library:
Monday, Tuesday, Thursday, Friday, 9.30am to 5pm
Wednesday, 10am to 6pm
Saturday, 9am to 12 noon

Visitor Information Centre:
9am to 5pm, 7 days (except Christmas Day)

SA Whale Centre:
10.30am to 5pm, 7 days (except Christmas Day)

Return your call

Same day if possible, or no later than the next business day

Action or acknowledge written correspondence

Within five (5) business days

Action or update you with enquiry status

Within 21 days

Provide an after hours emergency call service

Monday to Friday, 5pm to 9am

Weekends and public holidays, 24 hours

Respond on social media

Within 24 hours (or next business day)

Keep you informed

Notify you if there is a delay to our service commitment as soon as possible

Feedback

We always welcome comments or suggestions to help us improve our service. Feedback can be provided via:

  • our website by using this online form
  • email to localgov@victor.sa.gov.au
  • post addressed to the City of Victor Harbor Att: Chief Executive Officer, PO Box 11, Victor Harbor SA 5211
  • telephoning (08) 8551 0500
  • talking to us in person at the Civic Centre, 1 Bay Road, Victor Harbor.

If you feel that we have not met the commitment and expectations set out in this charter, you may lodge a complaint using the same channels outlined above. We treat complaints and concerns confidentially and as a matter of priority.

For more information refer to our Complaint Handling Policy or Internal Review of a Council Decision Procedure.

Download our Customer Service Charter brochure