Public complaints

Number of public complaints reported

Divisions are required to record all customer complaints in the approved complaints management system relevant to their business unit (for example, Gov SAfety or Lumary) and ensure they are appropriately categorised.

Facilities

Centre-Based Facilities

Unit-Based Facilities

Interpersonal Relationships

Advocacy

Domestic Visitors

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Interpersonal Relationships*

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Kurlana Tapa Staff

Other Resident

Professional Visitors

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Procedure / Process

Behaviour Support Framework

Charter of Rights

Communication

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Professional Behaviour

Staff

Service Delivery

Client Finance*

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Education

Equipment*

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Food

Health and Wellbeing

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Programs / Activities

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Workforce*

* Complaint themes, categories and sub-categories are only applicable to complaints recorded in Lumary. For all other records, themes, categories and sub-categories are recorded in both Gov SAfety and Lumary.

Source: Gov SAfety and Lumary

Total Number of Complaints

Total Number of Complaints in the 2025 – 2026 financial year = 504

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Additional metrics

Number of positive feedback comments¹ = 195

¹ Total number of compliments and suggestions recorded

Number of negative feedback comments² = 504

² Total number of complaints recorded

Total number of feedback comments = 699

Percentage of complaints resolved within policy timeframes = 67.1 per cent

Source: Gov SAfety and Lumary

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

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Service improvements

The following summarises the department’s actions in 2025–26 to strengthen complaints management, including service improvements arising from complaints and client feedback:

• Following a complaint from a client who was unaware of an email requiring a response as part of continuous monitoring, the Screening Unit revised its process to ensure clients are contacted by telephone when such emails are issued. This additional notification supports timely responses.
• The Screening Unit previously issued Working with Children Check renewal reminder emails six months before a check’s expiry to encourage early renewal applications. Following feedback from clients that the reminders were being sent too early and could result in unnecessary application costs, the process was reviewed and updated as part of the transition to the new screening system. Renewal reminder notifications now commence three months before expiry, providing applicants with more appropriate notice while reducing the likelihood of unnecessary applications.
• Feedback from children and young people at the Kurlana Tapa Youth Justice Centre led to the revitalisation of the Youth Advisory Committee, a key forum through which children and young people can share ideas and contribute to decisions about centre routines, programs, activities and their living environment. Key features of the revitalised Committee include:
• Introducing a flexible, weekly, unit-based meeting model that improves accessibility and engagement and provides greater opportunities for all children and young people to participate.
• Providing regular opportunities for children and young people to share their views and raise issues that are important to them.
• Acknowledging feedback and agreeing on appropriate actions and outcomes.
• Demonstrating how feedback informs decision-making and service improvements.
• Recognising and encouraging positive participation to build confidence and strengthen engagement.
• The Office for Ageing Well established a complaints management process to provide a clear and consistent approach to handling complaints across all business units. This supports the timely and consistent management of complaints, improving efficiency, accountability and service quality.
• The Office for Ageing Well also reviewed and updated its internal review procedure for individuals aggrieved by certain decisions of the Adult Safeguarding Unit. The procedure enables eligible decisions to be reviewed by the Chief Executive or delegate in accordance with the relevant legislation.
• The Disability and Specialised Services Collaborative Client Forum provides clients with an opportunity to share their views on social events, community inclusion, and choice and decision-making, as well as provide feedback on service delivery and opportunities for improvement. During 2025–26, feedback from Forum participants contributed to a range of service improvements, including:
• Enhancements to client profile information to better support staff understanding of individual support and communication preferences.
• Improved accessibility of client meetings and online engagement opportunities.
• Broader service improvement and co-design initiatives across Disability Services, informed by client feedback.
• An internal review of the Exceptional Needs Unit Information and Advice Service was undertaken following stakeholder and staff feedback that identified inconsistencies in the advice provided and delays in response times under the previous rotating duty system. The review identified opportunities to improve consistency, accountability and efficiency, resulting in the establishment of a dedicated Information and Advice Officer role in December 2025, supported by clear internal escalation pathways, where required.
• Following concerns raised by a member of the public regarding the service environment and operational practices of a DHS-funded community centre, the department engaged with the service provider to address the issues. As a result, the centre has taken steps to strengthen engagement with the local Aboriginal community, promote its programs, and reaffirm its commitment to providing a culturally safe, inclusive and respectful environment. The centre has also relocated its feedback and complaints box to a more discreet location to better support participant confidentiality.

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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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