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Annual report 2018-19 - Public complaints

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

Complaint categoriesSub-categoriesExampleNumber of Complaints
2018-19

Professional behaviour

Staff attitude

Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency

11

Professional behaviour

Staff competency

Failure to action service request; poorly informed decisions; incorrect or incomplete service provided

742

Professional behaviour

Staff knowledge

Lack of service specific knowledge; incomplete or out-of-date knowledge

0

Communication

Communication quality

Inadequate, delayed or absent communication with customer

0

Communication

Confidentiality

Customer’s confidentiality or privacy not respected; information shared incorrectly

48

Service delivery

Systems/technology

System offline; inaccessible to customer; incorrect result/information provided; poor system design

0

Service delivery

Access to services

Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities

48

Service delivery

Process

Processing error; incorrect process used; delay in processing application; process not customer responsive

0

Policy

Policy application

Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given

0

Policy

Policy content

Policy content difficult to understand; policy unreasonable or disadvantages customer

0

Service quality

Information

Incorrect, incomplete, out dated or inadequate information; not fit for purpose

0

Service quality

Access to information

Information difficult to understand, hard to find or difficult to use; not plain English

0

Service quality

Timeliness

Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met

106

Service quality

Safety

Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness

0

Service quality

Service responsiveness

Service design doesn’t meet customer needs; poor service fit with customer expectations

897

No case to answer

No case to answer

Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate

0

  

Total

*1 852

*     Determined in accordance with Section 13(5) Police Complaints and Discipline Act 2016.

Additional metricsTotal
% complaints resolved within policy timeframes100%

*     Determined in accordance with Section 13(5) Police Complaints and Discipline Act 2016.

Data for the previous years is available at: data.sa.gov.au

Service improvements that responded to customer complaints or feedback

The introduction of body worn video has resulted in improved timeframes for assessing complaint matters and determining appropriate outcomes.

The body worn video provides for prompt review of the police conduct, and had on many occasions quickly cleared the officers of any wrongdoing.