Number of public complaints reported
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Lack of service specific knowledge; incomplete or out-of-date knowledge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Incorrect, incomplete, outdated or inadequate information; not fit for purpose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
*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
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.
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.