Public Complaints – Other areas of the Department for Infrastructure and Transport

Number of public complaints reported for other areas of the Department (as required by the Ombudsman)
Additional Metrics
Service Improvements

Number of public complaints reported for other areas of the Department (as required by the Ombudsman)

Complaint categories	Sub-categories	Example	Number of Complaints 2021-2022
Professional behaviour	Staff attitude	Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency.	72
Professional behaviour	Staff competency	Failure to action service request; poorly informed decisions; incorrect or incomplete service provided.	84
Professional behaviour	Staff knowledge	Lack of service specific knowledge; incomplete or out-of-date knowledge.	17
Communication	Communication quality	Inadequate, delayed or absent communication with customer.	32
Communication	Confidentiality	Customer’s confidentiality or privacy not respected; information shared incorrectly.	32
Service delivery	Systems/technology	System offline; inaccessible to customer; incorrect result/information provided; poor system design.	428
Service delivery	Access to services	Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities.	500
Service delivery	Process	Processing error; incorrect process used; delay in processing application; process not customer responsive.	22
Policy	Policy application	Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given.	16
Policy	Policy content	Policy content difficult to understand; policy	283

Complaint categories	Sub-categories	Examples	Number of Complaints 2021-2022
		unreasonable or disadvantages customer.
Service quality	Information	Incorrect, incomplete, out dated or inadequate information; not fit for purpose.	33
Service quality	Access to information	Information difficult to understand, hard to find or difficult to use; not plain English.	469
Service quality	Timeliness	Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met.	36
Service quality	Safety	Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness.	125
Service quality	Maintenance	Maintenance; poor cleanliness	224
Service quality	Service responsiveness	Service design doesn’t meet customer needs; poor service fit with customer expectations.	126
No case to answer	No case to answer	Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate.	126
		Total	2,625

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 Metrics	Total
Number of positive feedback comments	139
Number of negative feedback comments	759
Total number of feedback comments	898
% complaints resolved within policy timeframes	96%

Data for previous years is available at: Public complaints received by the Department of Infrastructure and Transport - Dataset - data.sa.gov.au

Service Improvements

Service SA transitioned from managing complaints from vTiger Customer Relationship Management (CRM) system to the Department’s Record Management System (KNet) in line with the Department’s requirements.
Naming conventions established to improve reporting capabilities.
Trends in complaints discussed regularly at team meetings and improvements raised in the directorate’s improvement tracking system (JIRA).

Service improvements resulting from complaints or consumer suggestions:

Customers now have 21 days to lodge a transfer of registration before being charged a late transfer fee. Previously 14 days.
Security enhancements have been put in place in the mySAGOV account to reduce the risk of customer information being accessed by a third-party. This includes temporary geo-block of overseas customer transactions, as well as strengthening password requirements, account lock policy, introduction of reCAPTCHA and two factor authentication.
Change of Address: removed the ability for customers to complete a change of address anonymously in response to growing concerns related to potential fraud. Change of address is now only available online, securely through a customer’s mySAGOV account.
Native Title SA Name field available for customers to add to their residential address on their driver’s licence.
New functionality introduced to the mySAGOV account:
- Enhancements to direct debit functionality including bulk direct debit subscriptions.
- Vehicles that are no longer owned by a customer or are statutory write-offs will longer be listed in the customer’s mySAGOV account or app.
More detailed information provided on the Outback Roads Warnings report regarding road conditions.
Information on the Outback Roads Warnings map linked to the Traffic SA map for ease of access by the public.
A new fleet of vehicles has been ordered for use by people undertaking practical driving assessments which better reflect the type of vehicle used by these people.
Amended business processes to enable regulator assessments for Motor Driving Instructors to be conducted in automatic vehicles, instead of manual vehicles.
A 12-month trial to improve the service delivery in the Access Taxi industry commenced in March 2022, which includes an increase lifting fee of $25 (plus GST) being paid to drivers of all trips booked by South Australian Transport Subsidy Scheme (SATSS) members through the Access Taxi Centralised Booking Service, as well as new accreditation conditions being applied to access drivers, operators, and licence holders.