| Complaint category | Sub-category | Example | Number received |
|---|---|---|---|
| Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 1 |
| Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 0 | |
| Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 0 | |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 |
| Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly | 1 | |
| Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 1807 |
| Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 253 | |
| Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 148 | |
| Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 1 |
| 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 | 103 |
| Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 0 | |
| Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 0 | |
| Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness | 0 | |
| 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 | 193 |
| Total complaints | 2,507 | ||
| Number of positive feedback comments | 714 |
|---|---|
| Number of negative feedback comments | 19 |
| Total number of feedback comments | 733 |
| % complaints resolved within policy timeframes (21 days) | 75% |
Visit Data.SA for historical complaints.
The Office of the Chief Information Officer (OCIO) received an increase in system/technology complaints, of which the majority related to the creation of COVID-Safe Plans.
The Office of Digital Government (ODG) received an increased number of customer complaints in response to the release of the Entry Check SA and Health Checks applications, along with problems using the ‘Vaxcheck’ feature on the mySAGOV application (i.e. COVID-19 response activities).
Whilst the increase of complaints received by DPC can largely be attributed to COVID-19 related activities, OCIO and ODG ensured prompt and helpful service to assist customers in completing COVID-Safe requirements. Feedback received also prompted the updating of the COVID-19 website with additional information and instructions resulting in positive feedback being received.
The Office of Data Analytics received complaints due to customers experiencing difficulty in downloading datasets from the open data portal following a system upgrade.
In terms of DPC’s Complaints Management System, the department took the opportunity during 2021-22, to review and update local complaints procedures.
The Department of the Premier and Cabinet is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector.
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.