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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 categoriesSub-categoriesExampleNumber 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Professional behaviour Staff knowledge Lack of service specific knowledge; incomplete or out-of-date knowledge. 18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 MetricsTotal
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.

  • Trends in complaints and ministerial correspondence are discussed regularly at team meetings and improvements monitored and tracked.
  • Regular reporting data is used to audit complaints data.
  • Records management data is also used to audit positive feedback and other complaints not captured in other reporting processes.

Service improvements resulting from complaints or consumer suggestions:

  • Improved messaging within the registration and licensing database to ensure less errors are made when entering data.
  • Updated wording to the sa.gov.au website to clarify and simplify the process for setup of direct debit.
  • Implementation of a direct debit campaign to increase sign up to direct debit registration to reduce the occurrence of customers driving unregistered.
  • An increase in the types of transactions that can be completed via phone due to the ability to verify a customer's identity using the Document Verification System.
  • Removed the issue number on driver's licence cards, reducing misinterpretation of licence conditions.
  • Streamlined process for licence applications for heavy vehicles and special purpose vehicles by having them assessed and approved in a Service SA Centre instead of the customer having to write to the Department for Infrastructure and Transport.
  • Website updates to ezyplates.sa.gov.au with clearer descriptions of plate styles and plate services to simplify the process of ordering number plates.