Services to Business

The City of Adelaide is the centre of South Australia’s business, commercial and government activities. About 20% of the metropolitan workforce is employed in the City, it is the dominant retail centre in South Australia, and home to key health, tourism and cultural facilities. The Adelaide City Council recognises the important role businesses play in making the City a prosperous and vibrant place to live, work visit and learn.

Council has an obligation to provide services which protect public health, enhance safety, promote orderly development, advocate for the interests of local businesses and provide infrastructure and services which support economic activity. Council also chooses to provide a range of services which are available to businesses to use if they choose to do so. Some services are provided free of charge, while others attract a fee.

Council needs to balance the sometimes competing needs of businesses, residents and visitors. Often we will be able to assist in the way you desire. However, sometimes we will not be able to provide you with the decision or service you want. When this occurs we will clearly explain why this is so.

This table below outlines Council’s services, provides information on how they are delivered and the response time you should expect.

Letter Band

SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
B
Booking of Council facilities - Parklands and Rundle Mall for events	Customer wants to use Rundle Mall for an event or promotion or hire a Park Land for a function.	Customer Centre fields initial call and transfers to Events if more detail is required. Tentative bookings can be made over the phone and a booking form is sent out.	Customer Centre and Events	Information provided immediately over the phone.
Booking of Council facilities - Town Hall	Customer wants to use Town Hall for a meeting or seminar.	Contact Customer Centre by phone or e-mail the town hall direct. Tours of the venue are available on request.	Customer Centre and Town Hall	Information provided immediately over the phone.
Building applications	Customer seeks specific advice in relation to structural matters and compliance with the Building Code of Australia and other relevant standards.	Preliminary advice is available prior or during the building application process over the telephone or at Council's office. Detailed design services are available from external businesses Applications can be lodged via the post, email, and facsimile or in person at the Customer Centre, Level 4 of the Colonel Light Building or at the Library or any community centre.	Development Assessment	Telephone calls returned within 24 hours. Meetings can be arranged within 3 days. Feedback from Customers
Building and Development plans - view historical plans	Customer wishes to view a development/building plan. Customer Centre will then transfer the enquiry to Archives	Contact Customer Centre which establishes the needs of the business and arranges appointment for customer to visit archives and search for information. Permission from building owner must be granted in order to view the plans.	Archives	Appointments to be arranged within 1 day of request being made.
Business directory	Customer wants to identify the location and types of business within the City.	Customer can access this information electronically via adelaidebiz web site.	Economic Development	Information is available immediately through the adelaidebiz web site.
Business information and resources	Customer wants information on business management issues.	The Hutt Street Library and Community Centre contains an extensive collection of business resources. Information about this collection can be obtained from the Hutt Street Library (235 Hutt Street) or through the on-line catalogue available through Council's website.	Libraries and Community Centres	Customer satisfaction surveys, usage rates.
Business networking events	Customer wishes to be involved in networking activities.	Council provides various opportunities for businesses in the City to network. These are advised through a regular email newsletter or available from the adelaidebiz web site.	Economic Development	Feedback from attendees.
Business links to State and Federal government programs and other information resources	Customer wishes to know what business programs are current and relevant to their needs.	Customers can access this information through the adelaidebiz web site	Economic Development	Instantaneous via website access
Business training and workshops	Customer wishes to obtain information about business training and workshop opportunities.	Customer contacts Customer Centre who forwards call to Economic Development staff. Economic Development staff can provide information about seminars and workshops being held in the City. These are advised to customers through a regular email newsletter or available from the adelaidebiz web site.	Economic Development	Feedback from attendees
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C
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Cigarette Butt-out bins for office workers	Customer wishes to have a cigarette butt-out bin installed outside their business	Business contacts the Customer Centre and requests the installation of a cigarette bin. Customer Centre refers the request onto the Stormwater Protection Officers. The business purchases the bin and Council maintains it.	Regulatory Services, Environmental Project Officers	Upon the order of the Butt Out bin - allow 1 month for installation. Emptying frequency is determined according to use.
Cleansing and cleaning	Customer wishes to advise Council that specific street cleaning or cleansing services are required.	Customer Centre records information and logs details with Depot Staff	Customer Centre Depot	Hazardous situations will be attended to within 2 hours. Other cleansing issues will be attended to depending on the nature of the issue, the workload of the cleansing team and fit with the general cleansing and maintenance programme.
Community safety improvements	Customer wishes to discuss ways to make their precinct or area surrounding their business a safer place.	Contact the Customer Centre to arrange an appointment for an inspection or audit. Immediate information can be provided via the phone, or a meeting can be arranged where a site audit is conducted.	Community Safety Officer	General enquiries are handled immediately; appointments can be scheduled.
Customer Centre - all general enquiries and complaints handled	The Customer Centre is the first port of call for all business enquiries including requests for information, complaints by telephone and letter	Telephone requests for information and complaints responded to in the same day, written requests and complaints as per council standard.	Customer Centre	100% customer requests for information and or complaints acknowledged within 48 hours.
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D
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Development inspections	Customer seeks specific advice in relation to occupation of existing buildings, new buildings under construction and dangerous structures.	Where appropriate an inspection may be carried out to ensure compliance with the approved documents. Requests for inspections can be lodged by post, email, facsimile or in person at the Customer Centre.	Customer Centre Regulatory Services	Telephone calls to be returned within 24 hours. Inspections can generally be arranged with 3 days. Feedback from Customers
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E
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Environmental management, energy conservation and green travel plans	Customer wishes to obtain information about environmental management, reducing energy usage and green travel plans.	Customer enquires through Customer Centre. Advice provided via inspection and appointment.	Environment Officers	General enquiry responded to immediately. Arrange appointment if necessary and the appointment should take place within 1 week of request.
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F
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Food and health safety requirements and information	Businesses are required to notify Council if they are preparing or selling food products. Council is required by legislation to conduct regular inspections of food premises.	General information delivered over the phone, through Council's website or at the Customer Centre via pamphlets. If required, a site inspection is carried out by an Environmental Health Officer.	Regulatory Services	General enquiry responded to immediately. Appointment arranged if necessary within 1 week of request.
Footpath repairs	Customer has a cracked or damaged footpath outside their business premises which constitutes a potential trip hazard	Customer Centre takes info and organises a work request	City Operations	Hazardous situations will be attended to within 2 hours. Other issues will be attended to depending on the nature of the issue, the workload of the team and fit with the general maintenance programme.
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G
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Graffiti removal	Customer contacts the Customer Centre and informs them of the Graffiti.	Customer Centre takes info and organises a work request if Council property, or advises property owner if it is on private property.	City Operations - Graffiti Coordinators	Offensive graffiti is removed immediately. Other graffiti removed within 48 hours.
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H
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Heritage incentives	Council provides advice and support for owners of heritage-listed buildings.	Inquiries are responded to by heritage staff. Preliminary advice on heritage matters can be provided by staff however specialist advice should be sought externally.	Development Policy	Initial advice provided by phone or over website within 1 business day of inquiry. Follow-up meeting if required within 5 business days.
Home-based businesses - suitability and compliance	Council provides advice as to the suitability of their property to operate a home-based business.	Customer Centre forwards request to Regulatory Services who arrange a site visit and assessment.	Regulatory Services	General enquiry responded to immediately. Appointment scheduled if necessary to occur within 2 weeks of request.
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L
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Licensing - temporary and permanent (various)	Customer wishes to obtain information on licensing requirements or to lodge an application for a short-term licence or permit.	Contact Customer Centre for advice on over 30 different types of permits. Download application form or collect application and submit it to customer service for approval. Questions can be answered immediately over the phone.	Customer Centre - Approvals officer	Advice regarding the application process for all permits is provided immediately over the phone through the Customer centre.
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M
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Moveable signs (A frames)	Customer wishes to find out the criteria for using moveable signage.	Customer Centre provides verbal information regarding eligibility to use moveable signs (by-law 10). City Precinct Officers monitor the correct usage and placement of signs.	Customer Centre City Precinct Officers	Initial enquiry answered immediately by Customer Centre.
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O
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Outdoor dining permits	Customer wishes to obtain permits for outdoor dining.	Customer Centre posts out application form and summary brochure which details application assessment criteria and costs.	Customer Centre - Approvals officer	Initial enquiry answered immediately by Customer Centre. Documentation can be collected by Customer Centre, posted to customer or downloaded via Council's website. 95% of outdoor dining approvals completed within 4 weeks.
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P
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Planning advice	Customer seeks specific advice in relation to the zoning of land and what land use can be undertaken on a site.	Seeking advice prior to lodgement is strongly recommended. Advice is also available at any stage of the process over the telephone or face to face.	Development Assessment	Telephone calls should be returned within 24 hours. Meetings can generally be arranged with 3 days. Feedback from Customers
Planning and building applications	Customer wants to undertake development in the City including a change of land use, building work and/or advertising signage.	Preliminary advice can be provided over the telephone or for more complex matters a meeting can be arranged at Council's officers or on site. Applications can be lodged via the post, email, and facsimile or in person at the Customer Centre, Level 4 of the Colonel Light Building or at the Library or any community centre.	Development Assessment	Telephone calls to be returned within 24 hours. Meetings can generally be arranged with 3 days. Feedback from customers Development applications will be assessed within statutory time frames.
Private parking areas - policing by Council	Customer wishes to have private parking areas policed.	Business contacts Customer Centre in writing to request the policing of an area. Parking Information Officers conduct a site visit and determine feasibility of request. If request is feasible a Development Assessment is required and signage is ordered.	Parking Information Officers and approvals	Initial enquiry answered immediately by Customer Centre. Site visit conducted within 1 week of request.
Promotion of business products and services	Customer wishes to promote their product.	Business products and services may be promoted internally via the quarterly Supply newsletter or published on the Adelaide Biz website. The Supply newsletter can be obtained by contacting the Customer Centre.	Supply, Economic Development	Accurate information is provided through regular updates in data for both the newsletter and website
Promotional street banners - installation and bookings	Customer would like to have an event promoted on the streets of the city.	Customer calls the Customer Centre which takes the initial request and forwards the information to the Approvals Officer to book the promotion	Approvals Officer	Information regarding the service is provided immediately over the phone and booking of banners is secured as arranged.
Public realm inspections	Customer seeks specific advice in relation to street occupation and public safety in the public realm	Inspections may be carried out to ensure compliance with By-laws, Local Government Act and the City Works Guidelines. Requests for inspections can be lodged by post, email, facsimile or in person at the Customer Centre	Customer Centre City Precinct Officers	Telephone calls should generally be returned within 24 hours. Inspections can generally be arranged with 3 days. Feedback from Customers
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R
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Rates information	Customer wishes to obtain information regarding rates payable, valuations and street numbering. A fee may be payable depending on the information that is requested	Generally over the phone, however enquiries may be required in writing.	Rates and Valuation staff	Appropriate advice is given in accordance with legislation where appropriate.
Recycling services	Council provides a range of recycling services for paper-based and other products.	Customer request information via Customer Centre. Customer Centre informs business that non-cardboard or paper recycling collection is on the same nights as the Solo rubbish pickup. Paper and cardboard are collected on a weekly basis.	Outsourced to Scouts Recycling collects rubbish weekly	Fortnightly collection for general recycling, weekly collection for cardboard and paper.
Relocating or starting a business in the City	Customer wishes to relocate their business into the city or start a business.	Contact Council's Business Development Officer through the Customer Centre. The Business Development Officer will be able to assist with enquiries about starting a business in the City or relocating a business into the City. This may involve working with other Council staff to streamline any processes required by Council.	Economic Development	Initial advice provided immediately over the phone. Depending on the nature of the enquiry subsequent meetings can be arranged.
Removal of sharps (Syringes)	Customer wishes to have discarded syringes removed from public place.	Customer request information via Customer Centre. Customer Centre records the action and sends a request to City Operations to arrange removal if the items are on council property or roads	City Operations	Removal of sharps to be actioned ASAP - same day service.
Research and statistical business information	Customer requests business information such as Census data or community profile. Library responds immediately or undertakes to complete the research within a specified time	Generally over the counter, but can be delivered via the phone or email	Library or Corporate Strategic Planning	All searches completed within 5 working days
Rundle Mall - suggestion box	Customer would like to suggest improvements to Rundle Mall.	Suggestion will be considered and consultation will be engaged if warranted.	Rundle Mall Round Table	The Rundle Mall Round Table meets on a quarterly basis. Depending on the issue, a meeting to address a specific issue can be arranged
Rundle Mall marketing and promotional activities / Events	Customer wishes to obtain information on Rundle Mall marketing activities.	A diverse range of events delivered through advertising and marketing mediums which are aimed at increasing the variety and volume of people visiting the Mall for retail, social and cultural experiences.	Rundle Mall Management	5% increase in visitation in the mall in 2003/2004 from the previous year.
Rubbish collection - Rundle Mall	Customer contacts the Customer Centre who forward the request onto City Operations - Cleansing team	Collection is arranged - truck contacted.	City Operations - Cleansing	Collection is immediate or as arranged.
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S
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Section 7 documents	Customers selling property request a Section 7 search document under the Land and Business (Sale and Conveyancing) Act 1994. Section 7 documents provide information of charges, prescribed information, prescribed matters and insurance information relating to land for sale.	Customer contacts the Customer Centre who will then forward the request to Rates and Valuation. Information regarding the attainment of the document is provided over the phone. The search document is provided in writing.	Rate and Valuation staff	Urgent searches (reply within 24 hours) or routine searches (reply within 8 working days).
Short Term Parking - Extension of time for trades people	Tradesperson requires extension of parking time in time-limited zone to enable work to be completed.	Phone Customer Centre and request an extension of time to park in time limited area. Customer Centre contacts Regulatory Services and issues a permit	Customer Centre, Regulatory Services	Temporary permission (4 hours in a 15 min zone) is granted immediately
Stormwater and Environmental Protection Agency (EPA) compliance	Customer requests information regarding stormwater and Environmental Protection Authority regulations	Site visit is arranged and conducted for initial assessment - this is a free service.	Customer Centre and Stormwater Assessment.	Upon request an inspection will take place within 2 weeks, allowing for existing inspection programming schedules.
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T
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Temporary parking control (TPC) provisions	Customer wishes to have temporary parking controls introduced.	Customer Centre provides information via the phone, such as costs of the service and documentation requirements. Customer Centre then forwards request onto Approvals. Request must be in writing outlining the area the customer will be using and what they will be doing. - Reference to the parking signs (and the existing parking time limit) where they want the change done is required	Approvals, Temporary Parking Controls and Customer Centre	At least 2 working days notice is required to implement a Temporary Parking Control. These Controls can be in place for a maximum of 34 days. Permission will not be given for No Stopping Zones.
Tenders and quotes opportunities for businesses	Customer wishes to obtain current information on Council's tenders and requests for quotes.	The information is supplied on internet, Customer Centre and advertisements in local newspapers. Businesses can receive a weekly email update on Tenders and Contracts through the adelaidebiz web site	Supply	Current tender information is provided on the internet.
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V
SERVICE	Activities or Tasks	How it is Delivered	By whom	Performance measures
Valuation objections	Ratepayers and occupiers may object to a valuation within 60 days of receiving the Notice of Valuation. Valuers of the Council will inspect each property subject to an objection and reconsider the valuation.	Objections must be in writing and the objector will be given written notice of the outcome.	Rates and Valuation staff	The valuation is reconsidered and advice is provided to each objector in a timely manner in accordance with the legislation.
Visitor information for tourists	Customer wishes to have information about their business to be made available to tourists.	Business ensure the Customer Centre are aware of the services they provide for tourists (accommodation, transportation, foreign exchange), and encourage referrals. Customer Centre provides information, Adelaide CBD maps over the counter to visitors; Ask About Adelaide volunteers; Rundle Mall Visitor Information Centre.	Customer Centre, Ask About Adelaide Volunteers	Customer Centre and Rundle Mall Visitor Information Centre brochures fully stocked.
Voting Entitlements	Assess the eligibility of individuals and businesses according to the criteria set out in the Local Government (Elections) Act 1999.	Council collects voter details according to the Local Government Association recommendations on best practice.	Rates and Valuation staff	The Voters Roll is accurately maintained according to the Local Government (Elections) Act 1999 and to comply with the Local Government Association recommendations on best practice.
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