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Lack of service specific knowledge; incomplete or out-of-date knowledge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Incorrect, incomplete, outdated or inadequate information; not fit for purpose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