Public Complaints – Other areas of the Department for Infrastructure and Transport
Number of public complaints reported for other areas of the Department (as required by the Ombudsman)
Complaint categories | Sub-categories | Example | Number of Complaints 2023-2024 |
---|---|---|---|
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 14 |
Professional behaviour | Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 92 |
Professional behaviour | Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge. | 18 |
Communication | Communication quality | Inadequate, delayed or absent communication with customer. | 21 |
Communication | Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly. | 38 |
Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design. | 428 |
Service delivery | Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities. | 79 |
Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive. | 5 |
Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given. | 12 |
Policy | Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 199 |
Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose. | 2 |
Service quality | Access to information | Information difficult to understand, hard to find or difficult to use; not plain English. | 0 |
Service quality | Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met. | 2 |
Service quality | Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness. | 26 |
Service quality | Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations. | 99 |
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate. | 148 |
Total | 1,182 |
Additional Metrics | Total |
---|---|
Number of positive feedback comments | 104 |
Number of negative feedback comments | 214 |
Total number of feedback comments | 318 |
% complaints resolved within policy timeframes | 98% |
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
Report on how your organisation has improved its complaints management system, set new KPIs or update system features.
Service improvements resulting from complaints or consumer suggestions:
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