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Department of Human Services

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

Summary of complaints by subject

Public Complaints received by the Department of Human Services
Category of complaints by subject Number of instances
 Service Delivery 190
Staff Competence and Conduct 73
Service Access (including delays and availability) 33
Communication (including inadequate/no response to a complaint, inadequate information and staff not returning phone calls) 49
Other 12

Data for previous years is available at Data SA under Government Reporting and Policy, Annual Reporting.

Complaint outcomes

Nature of complaint or suggestion Services improved or changes as a result of complaints or consumer suggestions
 Accessibility of Feedback sites The DHS feedback page has been streamlined to ensure it is easier for customers to use. The new page is consistent with the SA.GOV.AU feedback site, and provides a more streamlined customer experience and improved accessibility.
Communication from the DHS Screening Unit In response to feedback and complaints about a lack of communication, the Screening Unit now sends out progress emails at the various stages in the assessment process to both the applicant and their requesting organisation.
Resident at Adelaide Youth Training Centre (AYTC) complaint regarding their lack of rapport with Case Coordinator All Case Coordinator allocations to Adelaide Youth Training Centre residents are now subject to an assessment regarding the best ‘fit’ to establish a good rapport.
Customer difficulty providing evidence of eligibility for GlassesSA In January 2018, the GlassesSA IT system was upgraded to enable optometrists to verify eligibility without the need for customers to obtain Centrelink Income Statements and to simplify processes.

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Provided by:
SA Department for Human Services
URL:
https://dhs.sa.gov.au/about-us/publications/annual-reports/annual-report-2017-18/section-c-reporting-of-public-complaints-as-requested-by-the-ombudsman
Last Updated:
05 Jul 2018
Printed on:
06 Dec 2019
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