| 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| Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 0 | |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 | 19 |
| 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 | 2 |
| 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 | 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 | 0 | |
| Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose | 0 |
| Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 0 | |
| 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 | 1 | |
| Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 0 | |
| No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 1 |
| Total complaints | 25 | ||
| Number of positive feedback comments | 521 |
|---|---|
| Number of negative feedback comments | 7 |
| Total number of feedback comments | 528 |
| % complaints resolved within policy timeframes (21 days) | 100% |
Data for previous years is available at: Data SA Public Complaints received by the Department of the Premier and Cabinet
In the 2024-25 financial year the Department of the Premier and Cabinet reported a 35.9 percent decrease in the number of complaints received for services delivered by the department compared the previous financial year and reported a 136 per cent increase in the amount of positive feedback received.
Artlab received 19 complaints in relation to communication quality, which was associated with clients requesting status updates on fee-for-service work. Artlab has continued to issue reminders to conservators to contact clients regularly about the status of work. This has led to a decrease in complaints received in the second half of the 2024-25 financial year.
Artlab also received one complaint in relation to accessibility of premises for a client with a hearing disability. Artlab has implemented a new security procedure to reduce barriers at the North Terrace boom gates, which was created in collaboration with the affected client.
Multicultural Affairs received one complaint in relation to messaging which occurred at the 2024 Multicultural Festival. Multicultural Affairs resolved the complaint through a refinement of policies to ensure the Multicultural Festival remains a safe, inclusive and enjoyable experience for everyone.
Positive feedback generally related to excellence in customer service delivered by staff. Artlab reported a 58.4 per cent increase in the amount of positive feedback received around staff engagement with customers and the quality of work exceeding client expectations.
The Office for Autism received positive feedback across four high profile events, namely positive affirmation from Autistic individuals and their families around the inclusivity of events and confidence that the Office is progressing its strategic objectives.
Other positive feedback included compliments of staff competency at Lot Fourteen leading to increased customer confidence in growing their businesses, and customer satisfaction in relation to CreateSA grant support services.
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.
