For all classes of investment the fund may invest in collective investment schemes operated by organisations approved by the relevant government agencies, provided that the rules of the collective investment schemes restrict the schemes’ investments to the permitted classes of investment of the common fund.
Number of public complaints reported
|Complaint categories||Sub-categories||Example||Number of Complaints|
|Professional behaviour||Staff competency||Failure to action service request; poorly informed decisions; incorrect or incomplete service provided||17|
|Communication||Communication quality||Inadequate, delayed or absent communication with customer||18|
|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||2|
|Service quality||Timeliness||Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met||2|
|No case to answer||No case to answer||Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate||55|
During 2018-19 the Public Trustee reviewed its complaint monitoring process to provide additional detail and an assessment of the type of complaints. As a result there is no comparison data available for 2017-18.
|Number of positive feedback comments||37|
|Number of negative feedback comments||96|
|Total number of feedback comments||133|
|% complaints resolved within policy timeframes||58%|
Data for previous years is available at: https://data.sa.gov.au/data/organization/attorney-general-s-dept