Annual reports | Table of contents | Section A | Section B

Section C: Reporting of public complaints as requested by the Ombudsman

Summary of complaints by subject

Public complaints received by the Department of the Premier and Cabinet
Category of complaints by subjectNumber of instances
Service quality/ delivery 86
Behaviour of staff 66
Service access / process / procedures 227
Other 104
Total DPC 483

Data for the past two years is available at:

Table of contents

Complaint outcomes

Nature of complaint or suggestion

Services improved or changes as a result of complaints or consumer suggestions

Complaints management system During 2016-17, Service SA implemented an improved complaints management system, which included an easy to use online form at This improved access to the complaints process has resulted in a steady increase in the number of complaints compared to 2015-16. An accessible and responsive complaints process is part of Service SA's response to the Ombudsman's Complaints Management Framework. Other systemic improvements include the introduction of a central customer relationship management tool (CRM) to assist with tracking and analysis.
Creation of an EzyReg Account Customer feedback on issues related to creating an EzyReg Account informed the customer focused development of Service SA’s Assisted Signup project. A mySA GOV account was launched, which improved functionality of the EzyReg Account, and enabled Service SA staff to help customers who were unable or unwilling to complete the process online. Service SA's Assisted Signup enabled customers to speak with staff and complete their account verification process simply. Between 14 March and 30 June 2017, Service SA assisted over 15,000 customers to open their digital accounts.
Invoice Processing – late payment of invoices To improve payment processing times, Shared Services SA (SSSA) implemented a paperless payment initiative, whereby SSSA now:

  • receives 83% of invoices via email
  • processes 96% of all payments via EFT
  • distributes remittances via email.

It is envisaged that the paperless payment initiative will continue to improve invoice payment performance. For 2016-17, 95.70% of all invoices were paid within 30 calendar days or less (up from 95.12% in 2015-16).

Late payroll termination payment processing To improve awareness and expectations regarding the requirements and timeframes for termination payment processing, SSSA is:

  • reviewing termination forms to consider including payment timeframes
  • engaging with agencies regarding termination processing requirements and service levels
  • promoting cut-off timeframes via service delivery bulletins which are emailed to key agency contacts and are accessible via the DPC extranet.

It is envisaged that increased awareness will better set expectations and reduce customer frustrations.

Annual reports | Table of contents | Section A | Section B