Number of public complaints reported
Complaint categories | Sub-categories | Example | Number of Complaints 2023-24 |
|---|---|---|---|
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 32 |
Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 8 |
Service quality | Information Timeliness | Incorrect, incomplete, | 4 |
Professional behaviour | Staff attitude Staff competency | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency. Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 2 |
Policy | Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 1 |
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 96 |
Total | 143 |
Additional Metrics | Total |
|---|---|
% complaints resolved within policy timeframes | 99% |
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. The Public Trustee received 564 customer satisfaction survey responses for 2023-24 financial year from customers and support liaison people.
Pleasingly, mean customer satisfaction has increased in four of the five customer groups being Personal Estates, Estate Services, Trust Services and Documents Revoked. There was a slight decline in satisfaction for Wills Services, however Wills customers continue to be the most satisfied with services provided by the Public Trustee.
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 services branches have developed to address the trends, is considered at a quarterly Customer Experience Committee forum.