| Complaint category | Sub-category | Example | Number received |
|---|---|---|---|
| Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 0 |
| Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 0 | |
| Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 0 | |
| Communication | Communication quality | Inadequate, delayed or absent communication with customer | 13 |
| Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly | 0 | |
| Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 11 |
| Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 0 | |
| Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 0 | |
| Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 1 |
| Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 1 | |
| Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose | 4 |
| Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 1 | |
| Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 0 | |
| 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 | 2 | |
| No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 6 |
| Total complaints | 39 | ||
| Number of positive feedback comments | 221 |
|---|---|
| Number of negative feedback comments | 13 |
| Total number of feedback comments | 234 |
| % complaints resolved within policy timeframes (21 days) | 100% |
Visit Data.SA for historical complaints.
The Department of the Premier and Cabinet (DPC), through the Office of the Chief Information Officer and the Strategic Communications team, received 11 complaints regarding performance and information on government websites. Remedies to these complaints, beyond assisting on individual customer IT matters, included replacing outdated links, updating webpage content, or contacting third-party suppliers to implement new tools on malfunctioning websites.
An update to the mySAGOV app was implemented in the first half of the 2023-24 financial year in response to Digital Programs receiving four complaints and four instances of negative feedback regarding system performance of the mySAGOV app.
Artlab recorded 13 complaints for the 2023-24 financial year, which is an increase to the previous year. This increase reflects a process change in the way feedback is captured. Artlab has worked to improve customer service by enhancing communications processes so that staff can better inform customers about treatment costs or when treatments are delayed beyond expected timelines.
Multicultural Affairs received one complaint noting that grant information was difficult to understand. In response to this complaint, grant agreements were reviewed and a one-page summary of critical information was developed to be attached to future grant agreements.
A review of the department’s complaints management policy was completed in late 2023. The review aimed to ensure DPC business unit complaint procedures were aligned with the Premier and Cabinet Circular 039 Complaint Management in the South Australian Public Sector. To ensure further alignment with the policy and circular, a new procedural manual was developed, and department-wide communications of the review were issued.
The Department of the Premier and Cabinet is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector.
The Department of the Premier and Cabinet has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.
