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Number of public complaints reported

Complaint categoriesSub-categoriesExampleNumber of Complaints
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Professional behaviour Staff knowledge Lack of service specific knowledge; incomplete or out-of-date knowledge 0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
Additional MetricsTotal
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 | 12345 | 6 | 7