Public complaints

Number of public complaints reported

Gov SAfety is used by the department to report all customer feedback and complaints, with complaints recorded based on the categories in the table below.

Facilities

Centre-Based Facilities

Unit-Based Facilities

Interpersonal Relationships

Advocacy

Domestic Visitors

Kurlana Tapa Staff

Other Resident

Professional Visitors

Procedure / Process

Behaviour Support Framework

Charter of Rights

Communication

Professional Behaviour

Staff

Service Delivery

Education

Food

Health and Wellbeing

Programs / Activities

(Source: Gov SAfety)

Total Number of Complaints

Total Number of Complaints in the 2024 – 2025 financial year = 343

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Additional Metrics

¹ Total number of recorded compliments and suggestions

² Total number of recorded complaints

Data for previous years is available at: Data.SA - Annual Reporting - DHS Annual Report Data

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Service Improvements

The following summarises actions by the department to improve its management of complaints, and service improvements resulting from complaints or client feedback in 2024-25:

• Children and young people in custody at the Kurlana Tapa Youth Justice Centre play an active role in shaping the programs and activities available to them. Through regular feedback and consultation, they share their interests and goals, which ensures that programs and activities are meaningful, engaging, and responsive to their needs. This has resulted in a diverse range of programs and activities being delivered in 2024-25 including:
  • legal services and financial literacy workshops
  • basketball training sessions with a pathway to community-based mentoring services post-release
  • swimming lessons to promote physical wellbeing, water safety and confidence
  • a running program to build endurance and discipline
  • football training sessions to support teamwork and fitness
  • African Soul Drumming, which is a rhythmic, therapeutic group experience
  • a range of inclusion programs designed specifically for young people who do not identify with a specific cultural group or have the eligibility to attend targeted cultural programs.
• Disability Services appointed a Client Engagement Manager to lead and coordinate strategic initiatives focused on client voice, community inclusion and best practice. During the past year, the directorate also:
  • Conducted the annual client satisfaction survey, providing a structured opportunity for clients and families to share feedback on service experiences.
  • Developed a Client Engagement Framework and draft Client Engagement Plan in consultation with clients, families and external stakeholders to create a whole-of-service approach to listening and acting on client voice.
  • Reinvigorated the Collaborative Client Forum advisory group. The role of the client-led advisory group is to share their ideas and experiences and provide feedback on the services delivered by Disability Services.
  • Developed a Community Noticeboard intranet page for staff ideas based on client feedback and conversations with local councils to support improved community participation and inclusion.
• In response to feedback from disability stakeholders and advocacy organisations regarding the readability of concessions application forms, ConcessionsSA developed and implemented Easy Read application forms for household concessions and the companion card.

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Compliance Statement

Premier and Cabinet Circular 039 - compliance

The Department of Human Services is compliant with Premier and Cabinet Circular 039 - complaint management in the South Australian public sector.

Premier and Cabinet Circular 039 - communicating to employees

The Department of Human Services has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.

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