Annual Report 2021-22
Number of public complaints reported
| 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 | 26 |
| Professional behaviour | Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 0 |
| Professional behaviour | Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 0 |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 | 95 |
| Communication | Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly | 0 |
| Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 15 |
| Service delivery | Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 3 |
| Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 14 |
| Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 133 |
| 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 | 2 |
| Service quality | Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 409 |
| Service quality | Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness | 750 |
| Service quality | Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 19 |
| No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 107 |
| Other | Other | Debt Issues, Legal & Insurance, Rent Issues, Water, Assessment, Eviction, Purchase of property, car parking, solar panels | 40 |
| Total | 1,613 |
Additional Metrics
| Additional metrics | Total |
|---|---|
| Number of positive feedback comments | 61 |
| Number of negative feedback comments | 1,613 |
| Number of suggestion feedback comments | 66 |
| Total number of feedback comments | 1,740 |
| % complaints resolved within policy time-frames | 77% |
Data for previous years is available at: www.data.sa.gov.au/data/south australian housing trust anual report-public complaints