Department of Human Services

Public complaints

Number of public complaints reported

Total number of public complaints reported: 52

Complaint
categories

Sub-categories

Example

Number of
Complaints
2019–20

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Lack of service specific knowledge; incomplete or out-of-date knowledge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 MetricsTotal
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.

Page last updated : 02 Dec 2020

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