Annual Report 2019-20: Table of contents | 1 | 2 | 3 | 4 | 5 | 6 | 7
Number of public complaints reported
| Complaint categories | Sub-categories | Example | Number of Complaints 2019-2020 |
|---|---|---|---|
| Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 0 |
| Professional behaviour | Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 1 |
| Professional behaviour | Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 0 |
| Communication | Communication quality | Inadequate, delayed or absent communication with customer | 0 |
| Communication | Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly | 0 |
| Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 10 |
| Service delivery | Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 1 |
| Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 3 |
| Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 7 |
| Policy | Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 0 |
| Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose | 2 |
| Service quality | Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 2 |
| Service quality | Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 0 |
| Service quality | Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness | 1 |
| Service quality | Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 0 |
| No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 5 |
| Total | 32 |
| Additional Metrics | Total |
|---|---|
| Number of positive feedback comments | 191 |
| Number of negative feedback comments | 93 |
| Total number of feedback comments | 284 |
| % complaints resolved within policy timeframes | 100% |
Data for previous years is available at: Data.SA Public Complaints received by the Department of the Premier and Cabinet
Service improvements resulting from complaints or consumer suggestions over 2019-2020
The Office for Digital Government responded to one complaint regarding the accessibility of the YourSAy website by modifying the site to meet the latest WCAG Online Accessibility Guidelines. DPC also updated and promoted its Interpreting and Translating Policy, supporting the practical tools implemented for customers and employees.
Annual Report 2019-20: Table of contents | 1 | 2 | 3 | 4 | 5 | 6 | 7