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Department for Communities and Social Inclusion

Section C: Reporting of public complaints as requested by the Ombudsman

Summary of complaints by subject

Public Complaints received by the Department for Communities and Social Inclusion
Category of complaints by subject Number of instances
 Service Delivery 66
Staff Competence and Conduct 58
Service Access (including delays and availability) 38
Communication (including inadequate/no response to a complaint, inadequate information and staff not returning phone calls) 31
Maintenance 26
Administrative Services 13
Disruptive Tenancy 6
Fees or Cost 3
Other Complaints 4

Data for the past five years is available at: under Government Reporting and Policy.

Complaint outcomes

Nature of complaint or suggestion Services improved or changes as a result of complaints or consumer suggestions
 Delays in processing screening applications The DCSI Screening Unit has introduced a number of process and technology improvements to help improve the delivery of screening services including: an online application form; an organisational portal for employers to verify screening checks; an improved screening database; and a credit card payment system
 Delays in access to equipment through the NDIS The Domiciliary Equipment Service (DES) is providing clients with further information about the NDIS planning process and maintaining records of delays in the equipment approval process. Identified issues are escalated to the NDIA to inform them of business process improvements being sought for NDIS participants.
 Accessibility of internet site In 2016-17, all DCSI websites were redeveloped to be modern and mobile-friendly. The websites are now easier to use and navigate regardless of the device or screen size being used, which allows a more interactive experience for customers.
 Delays in payment of some concessions A number of process improvements have been introduced that cease the involvement of third parties in the administration of some concessions, such as concessions for council-provided water and community wastewater management systems. This has resulted in a more streamlined customer experience with an electronic funds transfer payment of the concession, direct to eligible customers.

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Provided by:
SA Department for Human Services
Last Updated:
05 Jul 2018
Printed on:
15 Oct 2018
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