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Page last updated : 12 Aug 2021
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 |
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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. |