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Public Complaints

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

Complaint categoriesSub-categoriesExampleNumber of Complaints 2021-2022
Professional behaviourStaff attitudeFailure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency.2,954
Professional behaviourStaff competencyFailure to action service request; poorly informed decisions; incorrect or incomplete service provided.1,768
Professional behaviourStaff knowledgeLack of service specific knowledge; incomplete or out-of-date knowledge.40
CommunicationCommunication qualityInadequate, delayed or absent communication with customer.76
CommunicationConfidentialityCustomer’s confidentiality or privacy not respected; information shared incorrectly.0
Service deliverySystems/technologySystem offline; inaccessible to customer; incorrect result/information provided; poor system design.1,402
Service deliveryAccess to servicesService difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities.797
Service deliveryProcessProcessing error; incorrect process used; delay in processing application; process not customer responsive.1
PolicyPolicy applicationIncorrect policy interpretation; incorrect policy applied; conflicting policy advice given.119
PolicyPolicy contentPolicy content difficult to understand; policy0
Complaint categoriesSub-categoriesExamplesNumber of Complaints 2021-2022
  unreasonable or disadvantages customer. 
Service qualityInformationIncorrect, incomplete, out dated or inadequate information; not fit for purpose.126
Service qualityAccess to informationInformation difficult to understand, hard to find or difficult to use; not plain English.20
Service qualityTimelinessLack of staff punctuality; excessive waiting times (outside of service standard); timelines not met.3,085
Service qualitySafetyMaintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness.1,493
Service qualityService responsivenessService design doesn’t meet customer needs; poor service fit with customer expectations.224
No case to answerNo case to answerThird party; customer misunderstanding; redirected to another agency; insufficient information to investigate.131

Note: the Department has improved processes to more effectively identify, report and action complaints this financial year which contributed to the increase in complaints recorded compared to last financial year.

Additional MetricsTotal
Number of positive feedback comments703
Number of negative feedback comments12,105
Total number of feedback comments12,808
% complaints resolved within policy timeframes85%

Data for previous years is available at: DATA SA: Public complaints received by the Department of Infrastructure and Transport

Service Improvements


There have been a number of updates to the Customer Relationship Management (CRM) system which captures and stores customer feedback. Some of the improvements include:

  • Data accuracy improvements have been made to the Customer Care CRM,   including automated calculation of response Key Performance Indicators.
  • Public transport subscription management services have been migrated   to Squiz to provide a more efficient and streamlined SMS/email notifications   process.
  • A governance document has been created to ensure consistency across   all customer facing communications.

Service improvements resulting from complaints or consumer suggestions:

  • A number of school services have been adjusted and four new routes implemented,   to provide better transfers to other services and easier access for students   in outer suburbs.
  • Tram occupancy information has been rolled out across digital signage   to provide visibility of real time capacity onboard trams (passenger counting   project).
  • Implemented a ‘no bus layover’ at stop 62 The Grove Way (west side)   and, relocated stop 14E Edward Street (north side) and stop 81A Woodside Road   (west side) to provide safer location.
  • Improved quality of the real time data (fleet enhancement project) and   installed a real time screen at Flinders University bus interchange.
  • Timetable font size has been increased to improve accessibility.

Compliance Statement

The Department is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector.Y
The Department has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.Y