Reported complaints
Number of public complaints reported
Complaint categories | Sub-categories | Example | Number of Complaints 2024-25 |
|---|---|---|---|
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 34 |
Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 13 | |
Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 3 | |
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 20 |
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 |
Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 29 | |
Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 17 | |
Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 9 |
Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 4 | |
Service quality | Information | Incorrect, incomplete, outdated or inadequate information; not fit for purpose | 10 |
Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 2 | |
Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 43 | |
Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness | 4 | |
Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 23 | |
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 8 |
Total | 261 |
Additional Metrics | Total |
|---|---|
Number of positive feedback comments | 47 |
Number of negative feedback comments* | 26 |
Total number of feedback comments | 73 |
% complaints resolved within policy timeframes | 74.3% |
Data for previous years is available at: https://data.sa.gov.au/data/dataset/attorney-generals-department-annual-report-data-complaints
Service Improvements
The AGD Complaint Report is now sent to members of the Executive Management Group on a monthly basis.
Over the past 18 months, complaint trend analysis has been further improved with the inclusion of CBS and SafeWork SA complaints in reporting to the Executive Management Group.
Compliance Statement
The Attorney-General’s Department is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector. | Yes |
The Attorney-General’s Department has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees. | Yes |