Number of Complaints
Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency
Failure to action service request, poorly informed decisions, incorrect or incomplete service provided
Lack of service specific knowledge, incomplete or out-of-date knowledge
Inadequate, delayed or absent communication with customer
Customer’s confidentiality or privacy not respected, information shared incorrectly
System offline, inaccessible to customer, incorrect result/information provided, poor system design
Access to services
Service difficult to find, location poor, facilities/ environment poor standard, not accessible to customers with disabilities
Processing error, incorrect process used, delay in processing application, process not customer responsive
Incorrect policy interpretation, incorrect policy applied, conflicting policy advice given
Policy content difficult to understand, policy unreasonable or disadvantages customer
Incorrect, incomplete, outdated or inadequate information, not fit for purpose
Access to information
Information difficult to understand, hard to find or difficult to use, not plain English
Lack of staff punctuality, excessive waiting times (outside of service standard); timelines not met
Maintenance, personal or family safety, duty of care not shown, poor security service/ premises, poor cleanliness
Service design doesn’t meet customer needs, poor service fit with customer expectations
No case to answer
No case to answer
Third party, customer misunderstanding, redirected to another agency, insufficient information to investigate
Number of positive feedback comments
Number of negative feedback comments
Total number of feedback comments
% complaints resolved within policy timeframes
* 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
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.
Attorney-General’s Department is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector
Attorney-General’s Department has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.