Reported complaints
Complaint categories | Sub-categories | Example | Number of Complaints 2020-21 |
|---|---|---|---|
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 16 |
Professional behaviour | Staff competency | Failure to action service request, poorly informed decisions, incorrect or incomplete service provided | 18 |
Professional behaviour | Staff knowledge | Lack of service specific knowledge, incomplete or out-of-date knowledge | 7 |
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 13 |
Communication | 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 | 41 |
Service delivery | Access to services | Service difficult to find, location poor, facilities/ environment poor standard, not accessible to customers with disabilities | 9 |
Service delivery | Process | Processing error, incorrect process used, delay in processing application, process not customer responsive | 18 |
Policy | Policy application | Incorrect policy interpretation, incorrect policy applied, conflicting policy advice given | 6 |
Policy | Policy content | Policy content difficult to understand, policy unreasonable or disadvantages customer | 6 |
Service quality | Information | Incorrect, incomplete, outdated or inadequate information, not fit for purpose | 14 |
Service quality | Access to information | Information difficult to understand, hard to find or difficult to use, not plain English | 2 |
Service quality | Timeliness | Lack of staff punctuality, excessive waiting times (outside of service standard); timelines not met | 22 |
Service quality | Safety | Maintenance, personal or family safety, duty of care not shown, poor security service/ premises, poor cleanliness | 1 |
Service quality | Service responsiveness | Service design doesn’t meet customer needs, poor service fit with customer expectations | 41 |
No case to answer | No case to answer | Third party, customer misunderstanding, redirected to another agency, insufficient information to investigate | 9 |
Total | 224 |
Additional Detail | Total |
|---|---|
Number of positive feedback comments | 44 |
Number of negative feedback comments | 231 |
Total number of feedback comments | 275 |
% complaints resolved within policy timeframes | 69.7%* |
* Refer to comments on next page under service improvements. Data for previous years is available at: https://data.sa.gov.au/data/organization/attorney-general-s-dept
Service Improvements
AGD has developed a complaints dashboard which includes an alert for timeliness to track overdue events which are now highlighted for increased visibility, including graphical detail on the types of complaints made. The dashboard allows for greater visibility of all complaints, compliments and feedback. Furthermore, the dashboard provides drill down functionality and the ability to perform trend analysis.
In 2020, CBS engaged experts in customer service management to undertake a review of CBS’ complaints management process. This identified a number of recommendations for improvement, including the improved capture of complaints and the timely recording of their resolution on CBS’ system to better enable more accurate data capture and analysis.
CBS reported a reduction across most complaint categories, with a notable 100% reduction in complaints about service quality – access to information and an overall reduction of around 16% for all complaints.
CBS also noted a marked improvement in communication quality and all service delivery categories. These may be attributable to CBS’ timely response to COVID-19 to minimise and disruption to its services.
The percentage of complaints resolved within policy timeframes still reflects some system recording limitations. In some cases, the actual resolution timeframe is better than what the system indicates.
Compliance Statement
Attorney-General’s Department is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector | Yes |
Attorney-General’s Department has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees. | Yes |