Reported complaints
Number of public complaints reported
Complaint categories | Sub-categories | Example | Number of Complaints 2021-22 |
---|---|---|---|
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 20 |
Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 9 | |
Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 2 | |
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 22 |
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 | 28 |
Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 9 | |
Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 12 | |
Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 6 |
Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 9 | |
Service quality | Information | Incorrect, incomplete, outdated or inadequate information; not fit for purpose | 25 |
Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 4 | |
Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 10 | |
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 | 37 | |
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 5 |
Total | 199 |
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%* |
*The total number of complaints has been included under the number of negative feedback comments.
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
The AGD complaints dashboard, which includes an alert for timeliness to track overdue events, has been enhanced in order to further identify trends and root cause analysis. The overall complaints results are included as a key organisational metric in reporting to the Executive Management Group. The results have also been included as part of the customer service performance metric and benchmarking process.
The dashboard allows for greater visibility of all complaints, compliments and feedback and provides drill down functionality.
In 2021, Deloitte completed an independent review of CBS’ complaints management process. A number of recommendations were made to improve responsiveness and ensure adequate information is stored around complaint resolution.
In 2022, CBS implemented an updated workflow management system which includes a triage of complaint complexity, escalation points, evidence of resolution and improved reporting. A User Guide was developed for complaint categorisation to ensure that the data captured is accurate. The navigation onto the CBS website for easier access by customers was also improved.
These improvements will help CBS in delivering meaningful extraction reports, identifying trends and implementing continuous improvements where necessary.
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 |