Number of public complaints reported: Attorney-General's Department
| Complaint categories | Sub-categories | Example | Number of Complaints 2018-19 |
|---|---|---|---|
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile, cultural competency | 11 |
Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 8 | |
Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 5 | |
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 15 |
Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly | 1 | |
Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 54 |
Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 1 | |
Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 31 | |
Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 0 |
Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 19 | |
Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose | 5 |
Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 2 | |
Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 37 | |
Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness | 0 | |
Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 18 | |
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 12 |
Total | 219 | ||
Additional Metrics | Total |
|---|---|
Number of positive feedback comments | 39 |
Number of negative feedback comments | 219 |
Total number of feedback comments | 258 |
% complaints resolved within policy timeframes | 80.8% |
Data for previous years is available on the Data SA website.
Attorney-General’s Department - service improvements
Business units are able to provide information on complaints, compliments and feedback within the CCFM SharePoint site, covering:
- the details and number of complaints, compliments and feedback received
- issues arising from complaints and feedback, for example complaint trends, risks, systemic issues and improvements made as a result of contact
- category of the complaint or feedback from PC039 categories
- status of matter (open, referred for investigation, under investigation, closed)
- length of process, from initial contact to closure.
Within the CCFM SharePoint site, customer services officers are able to log complaints, compliments or feedback on behalf of customers, which will then (if required) be escalated to a team leader for review. It will also capture correspondence made from the whole of government complaints form and department’s website, email, letter and phone contact.
Complaints received by the AGD are referred to business units for review and response. As 94.5% of feedback comments made to AGD relate to CBS and the FERU, their individual service improvements for the period are reported below.
Consumer and Business Services - service improvements
- Conducted a current state analysis of our customer service approach and key areas to include complaints around staff attitude and system technology.
- Developed and implemented a customer service strategy, based on the findings in the gap analysis.
- Implemented a customer feedback loop to ensure continuous improvements are identified and implemented.
- Invested in a Business Excellence team who are responsible for reviewing key areas of CBS and identifying efficiencies in process and improvements to timeliness of service.
Fines Enforcement and Recovery Unit - service improvements
System enhancements were made to introduce adequate notice days to ensure enforcement notice did not progress when payment made/payment arrangement established. Staff feedback and additional training provided to improve on professional behaviour and information.