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FAQs - My Marion - Customer Portal

You already know that our online customer portal, My Marion, makes it easy to request, follow the progress of, and resolve your requests 24 hours a day, 7 days a week.

But did you know you will soon be able to access your rates online too? My Marion will make it even easier to view, manage and pay your Council rates.

If you're a first-time user or just have some questions about the new customer portal please see below.

If you can't find what you are looking for, please feel free to reach out to us via live chat on the website, via email at council@marion.sa.gov.au or call us on 8375 6600.

FAQs - using the portal for reports and requests

What is the customer portal?

A customer portal is an online 'one stop shop', some examples are 'EzyReg' or 'RAA', where an individual or a business can create an account and access Council services and information.

How do I get to the customer portal?

You will be taken to the My Marion customer portal when you 'report an issue' or 'request a service' via the buttons on the home page of the City of Marion website. You will also find a log in button at the top of the City of Marion website or you can head to the portal directly by visiting my.marion.sa.gov.au.

Why do we need a customer portal?

A customer portal is provided for customer self service and convenience. Services can be accessed 24/7.

What if I don't want to create an account but have something to report or request?

Many of the services are available without needing to setup an account. The ones that do require an account will guide you through that process.

How do I know my personal information is safe?

The information stored in the portal is secured to the highest applicable standards of cybersecurity and information privacy and located in Australian data centres.

What if I need to update or cancel my request?

To update or cancel a request, you will need to contact council through your preferred channel (e.g. live chat, email, phone) and quote your request number.

What if I don't hear back about my request?

You can contact the council via your preferred channel such as live chat, email, phone or in person and quote your request number.

What if I don't get the response I was hoping for?

You can contact the council via your preferred channel such as live chat, email, phone or in person and quote your request number.

Can I report an issue on behalf of someone else?

Unless you are using the portal as a guest user, the customer portal can only be logged in by the relevant account holder.

What If I don't want to use the customer portal and have something to report or request?

You can contact the council via your preferred channel such as live chat, email, phone or in person.

What sort of things can I report or request using the portal?

There are over 400 request types available. The main categories are: waste and recycling, parking, trees and vegetation, roads/footpaths/verges, development services, reserves and ovals, animals, and public health.

What if I can't find what I'm looking for in the customer portal?

You can contact the council via your preferred channel such as live chat, email, phone or in person.

What if I want close my account?

Please contact the council via your preferred channel such as live chat, email, phone or in person to cancel your account.

FAQs - using the portal to manage rates

When will I be able to access my rates through the My Marion customer portal?

From the 12 April 2022

What can I do in the portal?

Once registered with My Marion, users will be able to:

  • Pay rates online
  • View real-time rates balances
  • Set-up and manage direct debit payments for rates
  • Set-up a payment plan
  • See when your next payment is due
  • Request an extension of time
  • View your payment history
  • Download or view current and previous rates notices at any time

If you have multiple properties, you will be able to see all your details in the one place.

How do I access the new feature?

To access this new feature, follow the steps below:

For existing My Marion accounts

  1. Log in to your My Marion account at my.marion.sa.gov.au
  2. Select ‘My Property and Rates’
  3. Select ‘Add property’
  4. Enter your Assessment and Valuation numbers from your paper rates notice

For new My Marion accounts

  1. Visit marion.sa.gov.au/rates
  2. Select ‘register to manage your rates online’
  3. Register your details, including your secure ID code from your paper rates notice
  4. Select ‘Create an account’
How do I manage another property that I am not listed as the owner, e.g. family member?
  • Example 1 (Family Member): Firstly, you will need the relevant property rates notice and the permission from the property owner; or
  • Example 2 (Property Manager): If you are a property manager or real estate company managing the rates on behalf of the customer, you will need the property rates notice and property owner permission. Then simply go to “My Rates” page, click add property and following the instructions
What if I feel my property valuation is incorrect?

Council adopts valuations made by the SA Valuer General (State Government). You may lodge a written objection to your valuation, please contact the Valuer General’s Office.

Can I request more time to pay my rates?

Yes, click on the manage property button, then click on the “Request an extension or payment plan” link directly under the full year remaining balance field. Follow the instructions. You can only have up to a maximum of 21 calendar days after the initial due date on your notice.

NOTE: If you are in arrears you will not be able to obtain an automatic extension.

Why do we ask you to provide a reason from you when lodging a payment extension?

This assists council to better understand our customers and provides statistical information to help us formulate a better experience for you going forward.

What options do I have if I'm having financial difficulty in paying my rates?

Establishing a Payment Plan via the self-serve option on the portal is your best method.

Click on the manage property button, then click on the “Request an extension or payment plan” link directly under the full year remaining balance field. Follow the instructions. Your suggested repayment schedule will be submitted to council rates team for review and approval. If the amount is not suitable, a rates officer will contact you.

Can my rates notice be issued to multiple ratepayers?

One rates notice is issued per assessment.

When can I view my latest rates notice in the rates portal?

A PDF copy of your rates notice will be available for download in the rates portal within 5 days of it being issued.

Why do I not see all my notices in the notice history section of my account?

This is because you have paid that quarter in full before the next quarter due notice is scheduled to be issued. This will be the same for customers who pay the year in full (1 payment), generally before quarter 1 is due, you will only see 1 notice.

Why isn't my payment showing up in payment history?

Payments from some financial providers or methods can take up to 3 business day to be reflected on your account. If it has been longer than 3 business days, please contact us on 8375 6600.

I'm having trouble finding a way to manage a component of my rates via the online portal or there is no self-serve option for what I need.

If you can't find what you need you can contact council staff from Monday to Friday (excluding public holidays) between the hours of 8.30 am to 5 pm on 8375 6600.