Public Complaints

Number of public complaints reported for Public Transport (as required by the Ombudsman)
Additional Metrics
Service Improvements
Compliance Statement

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

Complaint categories	Sub-categories	Example	Number of Complaints 2021-2022
Professional behaviour	Staff attitude	Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency.	2,954
Professional behaviour	Staff competency	Failure to action service request; poorly informed decisions; incorrect or incomplete service provided.	1,768
Professional behaviour	Staff knowledge	Lack of service specific knowledge; incomplete or out-of-date knowledge.	40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.	76
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.	1,402
Service delivery	Access to services	Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities.	797
Service delivery	Process	Processing error; incorrect process used; delay in processing application; process not customer responsive.	1
Policy	Policy application	Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given.	119
Policy	Policy content	Policy content difficult to understand; policy	0

Complaint categories	Sub-categories	Examples	Number of Complaints 2021-2022
		unreasonable or disadvantages customer.
Service quality	Information	Incorrect, incomplete, out dated or inadequate information; not fit for purpose.	126
Service quality	Access to information	Information difficult to understand, hard to find or difficult to use; not plain English.	20
Service quality	Timeliness	Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met.	3,085
Service quality	Safety	Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness.	1,493
Service quality	Service responsiveness	Service design doesn’t meet customer needs; poor service fit with customer expectations.	224
No case to answer	No case to answer	Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate.	131
		Total	12,236

Note: the Department has improved processes to more effectively identify, report and action complaints this financial year which contributed to the increase in complaints recorded compared to last financial year.

Additional Metrics	Total
Number of positive feedback comments	703
Number of negative feedback comments	12,105
Total number of feedback comments	12,808
% complaints resolved within policy timeframes	85%

Data for previous years is available at: DATA SA: Public complaints received by the Department of Infrastructure and Transport

Service Improvements


There have been a number of updates to the Customer Relationship Management (CRM) system which captures and stores customer feedback. Some of the improvements include: Data accuracy improvements have been made to the Customer Care CRM, including automated calculation of response Key Performance Indicators. Public transport subscription management services have been migrated to Squiz to provide a more efficient and streamlined SMS/email notifications process. A governance document has been created to ensure consistency across all customer facing communications. Service improvements resulting from complaints or consumer suggestions: A number of school services have been adjusted and four new routes implemented, to provide better transfers to other services and easier access for students in outer suburbs. Tram occupancy information has been rolled out across digital signage to provide visibility of real time capacity onboard trams (passenger counting project). Implemented a ‘no bus layover’ at stop 62 The Grove Way (west side) and, relocated stop 14E Edward Street (north side) and stop 81A Woodside Road (west side) to provide safer location. Improved quality of the real time data (fleet enhancement project) and installed a real time screen at Flinders University bus interchange. Timetable font size has been increased to improve accessibility.

There have been a number of updates to the Customer Relationship Management (CRM) system which captures and stores customer feedback. Some of the improvements include:

Data accuracy improvements have been made to the Customer Care CRM, including automated calculation of response Key Performance Indicators.
Public transport subscription management services have been migrated to Squiz to provide a more efficient and streamlined SMS/email notifications process.
A governance document has been created to ensure consistency across all customer facing communications.

Service improvements resulting from complaints or consumer suggestions:

A number of school services have been adjusted and four new routes implemented, to provide better transfers to other services and easier access for students in outer suburbs.
Tram occupancy information has been rolled out across digital signage to provide visibility of real time capacity onboard trams (passenger counting project).
Implemented a ‘no bus layover’ at stop 62 The Grove Way (west side) and, relocated stop 14E Edward Street (north side) and stop 81A Woodside Road (west side) to provide safer location.
Improved quality of the real time data (fleet enhancement project) and installed a real time screen at Flinders University bus interchange.
Timetable font size has been increased to improve accessibility.

Compliance Statement


The Department is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector.	Y
The Department has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.	Y