Feedback and complaints

Electoral Commission SA values all feedback to ensure continuous improvement to our processes and practices.

 

You are welcome to make a complaint or provide feedback about the service you have received from Electoral Commission SA or our products.

 

If you have a complaint regarding an electoral offence (including political advertising) please see either the State Election Complaints Protocol or the Local Government Complaints Protocol.


How to provide feedback or lodge a complaint

You can provide feedback or lodge a complaint via:

Postal address: GPO Box 646 Adelaide SA 5001
Telephone: 1300 655 232 (within SA) or +61 8 7424 7400
Fax: +61 8 7424 7444
Email: ecsa.complaints@sa.gov.au
Face to face: Level 6, 60 Light Square Adelaide SA 5001

What we need from you

When you contact us, we will need to know:

  • your name
  • preferred contact method during business hours (e.g. phone, email)
  • if you are contacting us on behalf of someone else, who should be contacted if follow up is required
  • any assistance needed to interact with us (such as interpreting)
  • what the complaint, compliment, or feedback relates to
  • the specifics of your complaint, compliment or feedback
  • whether you have raised the issue previously (for complaints only)
  • what you would like to happen (for complaints and compliments only)

What can you expect from us

  • We will acknowledge all complaints and compliments (where contact information is provided) within 5 working days of receiving it. Assessment of complaints will occur within 10 days of sending you an acknowledgment and we will strive to resolve complaints within 21 days of sending you an acknowledgment.
  • We will aim to ensure our process for giving feedback, a compliment or making a complaint will be clear and easy to understand. It is free to provide feedback.
  • We will treat all matters in a fair, unbiased and objective manner. You will not be adversely affected if you make a complaint.
  • Any personal information provided in the course of managing feedback, compliments or complaints will be managed in accordance with relevant legal and policy requirements. 
  • We will be clear about how a complaint has been resolved. Where a complaint remains unresolved or cannot be resolved satisfactorily, we will provide information about how our handling of a complaint can be reviewed or appealed.
  • We will use feedback, complaints and compliments to address systemic issues or trends and for continuous improvement, and to recognise our staff.

Still not satisfied?

If the matter is still not resolved to your satisfaction then you can contact Ombudsman SA.

The Ombudsman is available to assist people who have complaints against the administrative actions of Government of South Australia departments or agencies, and can be contacted via the Ombudsman SA website or by phoning 08 8226 8699 or 1800 182 150 (country SA toll free).

Please be aware that if you have not attempted to resolve the issue with us, then the Ombudsman may request that you do so before it formally records and/or investigates your complaint.

Note: Matters concerning the conduct and practice of public officers and public authorities in South Australian public administration, specifically corruption, misconduct and maladministration, can be reported via the Independent Commissioner Against Corruption (ICAC) External link.

The Electoral Commission SA Feedback and Complaints Policy can be downloaded here:
Feedback and complaints policy (PDF 195 kB)