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Public complaints

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

Complaint categories

Sub-categories

Example

Number of Complaints

2018-19

Professional behaviour

Staff attitude

Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency

2

Professional behaviour

Staff competency

Failure to action service request; poorly informed decisions; incorrect or incomplete service provided

1

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Lack of service specific knowledge; incomplete or out-of-date knowledge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

1

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

19

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

0

Policy

Policy application

Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given

1

Policy

Policy content

Policy content difficult to understand; policy unreasonable or disadvantages customer

83

Service quality

Information

Incorrect, incomplete, out dated or inadequate information; not fit for purpose

3

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

9

Service quality

Safety

Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness

3

Service quality

Service responsiveness

Service design doesn’t meet customer needs; poor service fit with customer expectations

51

No case to answer

No case to answer

Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate

2

  

Total

178

Additional Metrics

Total

Number of positive feedback comments

128

Number of negative feedback comments

178

Number of suggestions

3

Total number of feedback comments

309

Data for previous years is available at: https://data.sa.gov.au/data/organization/office-for-recreation-sport-and-racing

Service improvements for period

More than three-quarters (267) of the 309 pieces of feedback received were directed at receipt of grants from the Agency or the Sports Voucher Program.

One hundred and eighteen (118) compliments were received about the Sports Voucher Program and the Grants Program acknowledging the recipients’ gratitude for the assistance provided.

One hundred and thirty one (131) complaints about the Sports Voucher Program were directed at the quantum of the grant, eligibility of activities (eg. scouts, dance, etc), eligibility of providers or eligibility of specified aged groups. The government adopted a new policy position in the middle of this reporting period to increase the amount of the subsidy from $50 to $100 and to include dance as an eligible activity.

Eighteen (18) complaints were received from organisations or individuals who were not successful following their application for a grant or the discontinuation of grant programs. This is a competitive process in which each grant is oversubscribed – ie. there are more applicants than funds available. The Agency continues to make the criteria for grants available to applicants and provides a support service for applicants. All grant applications are assessed by an internal committee(s) external to the Funding Services Team and the Minister approves each grant. All unsuccessful applicants remain able to receive feedback about their unsuccessful application.

The Grants Program, during this period has been the subject of a formal review which remains ongoing. The review will make recommendations to the responsible Minister about the structure, quantum and criteria for the Grants Program in the future – which will consider specific feedback about the Program collected across the last financial year.