Go to top of page

Public complaints - Chapter 6 - Annual report 2018-19

 

Number of public complaints reported: Attorney-General's Department

Complaint categories

Sub-categories

Example

Number of Complaints 2018-19

Professional behaviour

Staff attitude

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

     11

Staff competency

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

     8

Staff knowledge

Lack of service specific knowledge; incomplete or out-of-date knowledge

     5

Communication

 

Communication quality

Inadequate, delayed or absent communication with customer

     15

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

     54

Access to services

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

     1

Process

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

     31

Policy

Policy application

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

     0

Policy content

Policy content difficult to understand; policy unreasonable or disadvantages customer

     19

Service quality

Information

Incorrect, incomplete, out dated or inadequate information; not fit for purpose

     5

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

     37

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

     18

 

No case to answer

No case to answer

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

     12

Total

     219

 

Additional Metrics

Total

Number of positive feedback comments

39

Number of negative feedback comments

219

Total number of feedback comments

258

% complaints resolved within policy timeframes

80.8%



















 

Data for previous years is available on the Data SA website.

Attorney-General’s Department - service improvements
The AGD has developed a central complaints management system, the Complaints, Compliments and Feedback Management (CCFM) SharePoint site, which was implemented on 1 July 2019. This will act as a central repository for all contacts and allow for greater visibility of all complaints, compliments and feedback.

Business units are able to provide information on complaints, compliments and feedback within the CCFM SharePoint site, covering:

  • the details and number of complaints, compliments and feedback received
  • issues arising from complaints and feedback, for example complaint trends, risks, systemic issues and improvements made as a result of contact
  • category of the complaint or feedback from PC039 categories
  • status of matter (open, referred for investigation, under investigation, closed)
  • length of process, from initial contact to closure.

Within the CCFM SharePoint site, customer services officers are able to log complaints, compliments or feedback on behalf of customers, which will then (if required) be escalated to a team leader for review. It will also capture correspondence made from the whole of government complaints form and department’s website, email, letter and phone contact.

Complaints received by the AGD are referred to business units for review and response. As 94.5% of feedback comments made to AGD relate to CBS and the FERU, their individual service improvements for the period are reported below.

Consumer and Business Services - service improvements
CBS has undertaken the following: 
  • Conducted a current state analysis of our customer service approach and key areas to include complaints around staff attitude and system technology. 
  • Developed and implemented a customer service strategy, based on the findings in the gap analysis. 
  • Implemented a customer feedback loop to ensure continuous improvements are identified and implemented. 
  • Invested in a Business Excellence team who are responsible for reviewing key areas of CBS and identifying efficiencies in process and improvements to timeliness of service.
Fines Enforcement and Recovery Unit - service improvements
System enhancements were made to introduce adequate notice days to ensure enforcement notice did not progress when payment made/payment arrangement established. Staff feedback and additional training provided to improve on professional behaviour and information.