Public complaints
Number of public complaints reported
Total number of public complaints reported: 52
Complaint | Sub-categories | Example | Number of |
|---|---|---|---|
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 5 |
Professional behaviour | Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 0 |
Professional behaviour | Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 0 |
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 11 |
Communication | Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly | 0 |
Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 0 |
Service delivery | Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 14 |
Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 4 |
Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 7 |
Policy | Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 0 |
Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose | 1 |
Service quality | Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 0 |
Service quality | Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 0 |
Service quality | Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness | 2 |
Service quality | Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 8 |
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 0 |
Source: DHS Client Feedback System
Note: Complaints data relies on complaint categories being entered into the Client Feedback System. This data was only recorded for 52 out of 211 complaints received for the period.
| Additional Metrics | Total |
|---|---|
| Number of positive feedback comments | 90 |
| Number of negative feedback comments | 211 |
| Total number of feedback comments | 301 |
| % complaints resolved within policy timeframes | 78% (165) |
Data for previous years is available at Data SA under Government reporting and policy.
Data reported in 2018–19 has been amended following a review of previously reported public complaints data.
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