We understand that mistakes happen despite our best efforts.
If you are dissatisfied with the service you received from our department, please tell us. Any feedback/complaint is handled in line with our policy.
Please use the following information to decide if you would like to provide feedback or make a complaint.
What is feedback?
Feedback is your positive or negative comments about a service/issue, but you don’t necessarily want a response from the department.
What is a complaint?
A complaint is an expression of dissatisfaction with the service or products provided by the Department of the Premier and Cabinet (DPC) that you feel requires a response.
Some matters we can’t assist you with include those relating to administrative law, appeal decisions, judicial decisions, employment decisions or Public Interest Disclosure.
Matters concerning the conduct and practice of public officers and public authorities in the South Australian Government, specifically corruption, misconduct and maladministration need to be reported to the Independent Commissioner Against Corruption (ICAC).
What we need if you are making a complaint
- Your name, preferred contact phone number or email address during business hours (you can also make a complaint or provide feedback anonymously, and we will investigate it as far as possible)
- The name of the business unit or the person concerned (if you know it)
- A clear description of your experience, including whether you have previously contacted us
- Any relevant information about your complaint
- The action you would like us to take.
If you are not sure whether your complaint or feedback relates to DPC or would like some assistance to make your complaint, please contact DPCStateGovComplaints@sa.gov.au. This could include helping you to:
- find useful information for the complaint
- work out what outcomes you would like
- tell us if there is anything we need to know about you and your situation, for example, that you’d prefer to speak with a woman or a man or someone from your community.
What happens once you've lodged a complaint?
Once you have lodged your complaint, you will receive an acknowledgement that includes a reference number.
We may also contact you to confirm or clarify the information you have provided.
We will contact you as soon as we have completed the investigation.
We will aim to resolve your complaint within 21 business days. If it is not possible to give you a full reply within this time, we will contact you and negotiate additional time. This may happen if your complaint requires more detailed investigation.
We will also contact you at the completion of the investigation to ask you about your experience. As part of this process, we will acknowledge where things could have been done better. We will tell you what will be done to avoid the same thing happening again.
Equally, if we do not uphold your complaint, we will let you know why.
If you feel your complaint has not been dealt with properly, please let us know. If you remain unsatisfied, you can refer your complaint to the Ombudsman SA.
How to make a complaint or give feedback
- Online via sa.gov.au
- Email DPCStateGovComplaints@sa.gov.au
- Post GPO 2343, Adelaide SA 5001
- Phone 8226 3500 (during business hours, and ask for the business unit or service)
If English is not your preferred language, please contact the Interpreting and Translating Centre (ITC) on 1800 280 203 and then ask for 8226 3500.
If you are deaf, or have a hearing or speech impairment, please contact us through:
- National Relay Service (Speak and Listen): call 1300 555 727
- National Relay Service (TTY users): call 133 677
- Internet Relay users can connect to the National Relay Service.