| 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 | 0 |
| Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 1 | |
| Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 0 | |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 |
| 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 | 17 |
| Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 4 | |
| Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 0 | |
| 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 | 2 |
| Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 2 | |
| 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 | 1 | |
| Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 2 | |
| No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 38 |
| Total complaints | 69 | ||
| Number of positive feedback comments | 440 |
|---|---|
| Number of negative feedback comments | 11 |
| Total number of feedback comments | 451 |
| % complaints resolved within policy timeframes (21 days) | 100% |
Visit Data.SA for historical complaints.
The significant decrease in complaints received by DPC, compared to the previous year is largely attributed to COVID-19 related activities.
The Office of the Chief Information Officer (OCIO) received 11 complaints relating to system and user accessibility with YourSAy. A review of the YourSAy form is scheduled to be completed during 2023-24 to address issues experienced.
Major Programs received 34 complaints related to issues with linkage and display of COVID vaccination certificates and queries regarding COVID restrictions. Major Programs developed and uploaded a trouble shooting guide on sa.gov.au to support issues experienced with the MYSAGov app that displayed COVID vaccination certificates.
Arts SA received positive feedback from funding clients who have been supported with program information, draft application feedback, acquittal assistance and basic SmartyGrants technical support.
The Department of the Premier and Cabinet (DPC) is responsible for the Premier and Cabinet Circular 039 Complaint Management in South Australia Public Sector (PC039), which requires all South Australian public sector agencies to establish and maintain an effective complaint management system that confirms to the principles in the Australian/New Zealand Standard: Guidelines for Complaint Management in Organisations. DPC will undertake a review of PC039 and the departments’ complaint management policy and procedures during 2023-24.
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.