Annual Report 2018-2019 Essential Services Commission of South Australia
Tabled paper 1481
Tabled Papers for 13th Assembly 2016 - 2020; Tabled Papers; ParliamentNT
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Department of the Legislative Assembly
ESCOSA Annual Report 20172018 28 Public complaints Table 11: Number of public complaints reported in 2018-19 Complaint categories Sub-categories Example Number of Complaints Professional behaviour Staff attitude Staff competency Staff knowledge Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency Failure to action service request; poorly informed decisions; incorrect or incomplete service provided Lack of service specific knowledge; incomplete or out-ofdate knowledge Nil Nil Nil Communication Communication quality Confidentiality Inadequate, delayed or absent communication with customer Customers confidentiality or privacy not respected; information shared incorrectly Nil Nil Service delivery Systems/technology Access to services Process System offline; inaccessible to customer; incorrect result/information provided; poor system design Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities Processing error; incorrect process used; delay in processing application; process not customer responsive Nil Nil Nil Policy Policy application Policy content Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given Policy content difficult to understand; policy unreasonable or disadvantages customer Nil Nil Service quality Information Access to information Timeliness Safety Service responsiveness Incorrect, incomplete, out dated or inadequate information; not fit for purpose Information difficult to understand, hard to find or difficult to use; not plain English Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness Service design doesnt meet customer needs; poor service fit with customer expectations Nil Nil Nil Nil Nil No case to answer No case to answer Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate Nil 1