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Number of public complaints reported

Complaint categoriesSub-categoriesExample Number of Complaints
Professional behaviour Staff attitude Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency    0
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Professional behaviour Staff knowledge Lack of service specific knowledge; incomplete or out-of-date knowledge    0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    0
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    0
Service delivery Access to services Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities    0
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    0
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    0
No case to answer No case to answer Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate    0

Anti-Social Behaviour

Complaints about antisocial behaviour from tenants regarding noise, property condition or disruptive behaviour.   86
Customer Application for Tenancy Questions about category levels, criteria or housing applications in general.   19
Customer Customer Service Queries related to tenancy issues, service from staff or general tenant enquiries.   75
Customer Debt Issues Correspondence about debt held with SA Housing.    5
Customer Maintenance General Enquiries about tenancy maintenance including general repairs, modifications, plumbing, gutter cleaning etc. 144
Customer Maintenance Fences Issues regarding fencing at SA housing properties.   18
Customer Maintenance Contractors Feedback regarding maintenance contractors including attendance times, communication and conduct.   13
Additional metricsTotal
Number of positive feedback comments 40
Number of negative feedback comments 343
Total number of feedback comments 419
% complaints resolved within policy time-frames 79%

Data for previous years is available at: https://data.sa.gov.au/data/organization/sa-housing-authority

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