Public Complaints – Other areas of the Department for Infrastructure and Transport

Number of public complaints reported for other areas of the Department for Infrastructure and Transport
Additional Metrics
Service Improvements

Number of public complaints reported for other areas of the Department for Infrastructure and Transport

Complaint categories	Sub-categories	Example	Number of Complaints 2022-2023
Professional behaviour	Staff attitude	Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency.	85
Professional behaviour	Staff competency	Failure to action service request; poorly informed decisions; incorrect or incomplete service provided.	85
Professional behaviour	Staff knowledge	Lack of service specific knowledge; incomplete or out-of-date knowledge.	28
Communication	Communication quality	Inadequate, delayed or absent communication with customer.	26
Communication	Confidentiality	Customer’s confidentiality or privacy not respected; information shared incorrectly.	72
Service delivery	Systems/technology	System offline; inaccessible to customer; incorrect result/information provided; poor system design.	488
Service delivery	Access to services	Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities.	269
Service delivery	Process	Processing error; incorrect process used; delay in processing application; process not customer responsive.	10
Policy	Policy application	Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given.	8
Policy	Policy content	Policy content difficult to understand; policy unreasonable or disadvantages customer	214
Service quality	Information	Incorrect, incomplete, out dated or inadequate information; not fit for purpose.	10
Service quality	Access to information	Information difficult to understand, hard to find or difficult to use; not plain English.	162
Service quality	Timeliness	Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met.	8
Service quality	Safety	Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness.	63
Service quality	Service responsiveness	Service design doesn’t meet customer needs; poor service fit with customer expectations.	201
No case to answer	No case to answer	Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate.	260
		Total	1,989

Additional Metrics	Total
Number of positive feedback comments	211
Number of negative feedback comments	793
Total number of feedback comments	1,004
% complaints resolved within policy timeframes	96%

Data for previous years is available at: Public complaints received by the Department of Infrastructure and Transport - Dataset - data.sa.gov.au.

Service Improvements

Service SA

Report on how your organisation has improved its complaints management system, set new KPI’s or updated system features:

Trends in complaints and ministerials discussed regularly at team meetings and improvements are tracked.
Regular reporting data is used to audit complaints data.

Service improvements resulting from complaints or consumer suggestions:

Two Factor Authentication introduced on mySAGOV accounts to increase security.
Password requirements updated for mySAGOV account holders. Where a password doesn’t meet the new complexity requirements, customers are asked to create a stronger password at the next log in.
mySAGOV now uses a password verification service to check if a password has been compromised. If mySAGOV detects a password may have been compromised, the account holder is asked to choose another password when creating a new account or at the next log in.
Optus and Latitude Financial Services Data breaches resulted in extended opening hours and a new transaction in the mySAGOV account to allow impacted customers to apply for a replacement licence online. The usual replacement licence fee was waived for impacted customers.
Five Service SA centres at Elizabeth, Marion, Modbury, Prospect and Seaford Meadows open 9am-5pm every Saturday (excluding public holidays) from 6 May 2023.