Number of public complaints reported
Complaint categories | Sub-categories | Example | Number of Complaints 2020-21 |
|---|---|---|---|
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 3 |
Professional behaviour | Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 15 |
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 35 |
Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 3 |
Service delivery | Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 2 |
Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 18 |
Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 2 |
Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose | 2 |
Service quality | Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 3 |
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 52 |
Total | 135 |
Additional Metrics | Total |
|---|---|
Number of positive feedback comments | 3 |
Number of negative feedback comments | 135 |
Total number of feedback comments | 138 |
% complaints resolved within policy timeframes | 71% |
The complex nature of some client matters and the requirement to retrieve historical data can have an impact on the ability to respond within policy timeframes. The Public Trustee keeps customers informed if there is likely to be any delay.
Data for previous years is available at: https://data.sa.gov.au/data/organization/attorney-general-s-dept
Service Improvements
The Public Trustee undertakes customer satisfaction surveys each year which provide insight into the main opportunities for improving service delivery. Complaints are also tracked throughout the year to determine common trends and improvement opportunities. The information from each of these sources, along with the initiatives customer service branches have developed to address the trends, is considered at a Customer Experience Committee forum quarterly throughout the year.
Examples of initiatives undertaken during this period include: implementing a new caseload and file allocation model within Personal Estates, implementing a call coaching program for Team Leaders and their staff, monthly file progress reviews with Team Leaders and improved customer contact reporting. These all contributed to improved customer satisfaction outcomes in the 2021 Customer Satisfaction Survey.