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Public Complaints

Number of public complaints reported for Public Transport (as required by the Ombudsman)

Complaint categoriesSub-categoriesExampleNumber of Complaints 2023-2024
Professional behaviour Staff attitude Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency 2,769
Professional behaviour Staff competency Failure to action service request; poorly informed decisions; incorrect or incomplete service provided 2,075
Professional behaviour Staff knowledge Lack of service specific knowledge; incomplete or out-of-date knowledge. 40
Communication Communication quality Inadequate, delayed or absent communication with customer. 108
Communication 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. 2,065
Service delivery Access to services Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities. 1,283
Service delivery Process Processing error; incorrect process used; delay in processing application; process not customer responsive. 2
Policy Policy application Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given. 183
Policy 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. 125
Service quality Access to information Information difficult to understand, hard to find or difficult to use; not plain English. 9
Service quality Timeliness Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met. 3,660
Service quality Safety Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness. 2,061
Service quality Service responsiveness Service design doesn’t meet customer needs; poor service fit with customer expectations. 369
No case to answer No case to answer Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate. 64
  Total 14,813
Additional MetricsTotal
Number of positive feedback comments 819
Number of negative feedback comments 14,749
Total number of feedback comments 15,568
% complaints resolved within policy timeframes 86%

Data for previous years is available at: https://data.sa.gov.au/data/dataset/public-complaints-received-by-the-department-of-planning-transport-and-infrastructure

Service Improvements

Some of the improvements include:

Addition of the Where to go in Adelaide page on Adelade Metro website

  • After seeing multiple enquiries from tourists   and locals looking for simple trip planning to popular locations, the ‘Where   to go in Adelaide’ web page was developed which allows users to easily plan   their trip to various key spots in Adelaide from their chosen destination.

Upgraded functionality of the Stop ID page to allow users to plan future trips

  • Originally the intended purpose of the Stop ID   web page was to allow customers to see the services that are due to arrive   soon. The Adelaide Metro website received a lot of feedback from customers on   these pages requesting to see future dates from their preferred stop pages,   so the future date selection was developed.

Create the Transport to Adelaide Oval web page

  • There was a demonstrated need to highlight the   easy transport to Adelaide Oval for AFL games and all major Adelaide Oval   events with a significant number of customers using search engines to find   the available routes to and from the oval. This web page was developed to   simplify this search and demonstrate to customers how easy it is to use   public transport to get to and from Adelaide Oval.

Creation of the events calendar

  • Similar to the Transport to Adelaide Oval page   the events web page and calendar was developed to highlight to users how easy   it is to use public transport to travel to and from events. The development   of the tool to closely mimic Google Calendar has assisted our customers due   to a simple interface. The web page also allows for social media to easily   promote the use of public transport to get to and from major events.

Launched the Adelaide Metro Facebook page

  • The Adelaide Metro Facebook page was   successfully launched and has been used successfully to promote service   information, website functionality, upcoming events and engage meaningfully   with customers to increase public perception of the Adelaide Metro brand.

Compliance Statement

Department for Infrastructure and Transport is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector

Y

Department for Infrastructure and Transport has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.

Y