Annual Report 2020–21: Table of contents | 1 | 2 | 3 | 4 | 5 | 6 | 7
Number of public complaints reported
| Complaint categories | Sub-categories | Example | Number of Complaints 2020–21 |
|---|---|---|---|
| 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. | 0 |
| Professional behaviour | Staff knowledge | Lack of service specific knowledge, incomplete or out-of-date knowledge | 0 |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. | 1 |
| 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. | 8 |
| Service delivery | Access to services | Service difficult to find, location poor, facilities/ environment poor standard, not accessible to customers with disabilities. | 5 |
| Service delivery | Process | Processing error, incorrect process used, delay in processing application, process not customer responsive. | 2 |
| Policy | Policy application | Incorrect policy interpretation, incorrect policy applied, conflicting policy advice given. | 0 |
| Policy | Policy content | Policy content difficult to understand, policy unreasonable or disadvantages customer. | 0 |
| Service quality | Information | Incorrect, incomplete, outdated, inadequate information, or not fit for purpose. | 0 |
| Service quality | Access to information | Information difficult to understand, hard to find or difficult to use, not plain English. | 0 |
| 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. | 0 |
| Service quality | Service responsiveness | Service design doesn’t meet customer needs, poor service fit with customer expectations. | 1 |
| No case to answer | No case to answer | Third party or customer misunderstanding, redirected to another agency, insufficient information to investigate. | 4 |
| Total | 21 |
| Additional Metrics | Total |
|---|---|
| Number of positive feedback comments | 220 |
| Number of negative feedback comments | 51 |
| Total number of feedback comments | 271 |
| % complaints resolved within policy timeframes | 85% |
Data for previous years is available at: Data.SA Public Complaints received by the Department of the Premier and Cabinet.
Service Improvements
Lot Fourteen noted that while the complaint they received was determined to be No Case to Answer, the team provided the customer with contact details for someone who could better assist the customer with the application process.
Arts SA received significant positive feedback in relation to the implementation of the SmartyGrants system. This feedback informed ICT changes.
In terms of DPC’s Complaints Management System, the department took the opportunity during 2020–21 to review and update local complaints procedures. Local updates reflected changes in team escalation processes, streamlined practices as well as the inclusion of contemporary information classification requirements.
Concurrently, matters not covered by DPC’s policy were clarified to improve customer understanding. These included matters relating to administrative law, appeal decisions, judicial decisions, employment decisions or Public Interest Disclosure.
The department’s website was also updated to reflect these changes. The sites continue to provide both staff and customer support resources such as interpreting and translating services and details of Aboriginal employees available to assist Aboriginal customers to make a complaint if requested.
| Compliance Statement | Y/N |
|---|---|
| The Department of the Premier and Cabinet is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector. | Y |
| The Department of the Premier and Cabinet has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees. | Y |
Annual Report 2020–21: Table of contents | 1 | 2 | 3 | 4 | 5 | 6 | 7