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Public complaints 2020-21


Reported complaints

Number of public complaints reported 

Complaint categories

Sub-categories

Example

Number of Complaints

2020-21

Professional behaviour

Staff attitude

Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency

16

Professional behaviour

Staff competency

Failure to action service request, poorly informed decisions, incorrect or incomplete service provided

18

Professional behaviour

Staff knowledge

Lack of service specific knowledge, incomplete or out-of-date knowledge

7

Communication

Communication quality

Inadequate, delayed or absent communication with customer

13

Communication

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

Service delivery

Access to services

Service difficult to find, location poor, facilities/ environment poor standard, not accessible to customers with disabilities

9

Service delivery

Process

Processing error, incorrect process used, delay in processing application, process not customer responsive

18

Policy

Policy application

Incorrect policy interpretation, incorrect policy applied, conflicting policy advice given

6

Policy

Policy content

Policy content difficult to understand, policy unreasonable or disadvantages customer

6

Service quality

Information

Incorrect, incomplete, outdated or inadequate information, not fit for purpose

14

Service quality

Access to information

Information difficult to understand, hard to find or difficult to use, not plain English

2

Service quality

Timeliness

Lack of staff punctuality, excessive waiting times (outside of service standard); timelines not met

22

Service quality

Safety

Maintenance, personal or family safety, duty of care not shown, poor security service/ premises, poor cleanliness

1

Service quality

Service responsiveness

Service design doesn’t meet customer needs, poor service fit with customer expectations

41

No case to answer

No case to answer

Third party, customer misunderstanding, redirected to another agency, insufficient information to investigate

9

 

 

Total

224

 

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%*

* 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 

Attorney-General’s Department
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.
Consumer and Business Services 

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.

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