Number of Complaints
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Lack of service specific knowledge; incomplete or out-of-date knowledge
Inadequate, delayed or absent communication with customer
Customer’s confidentiality or privacy not respected; information shared incorrectly
System offline; inaccessible to customer; incorrect result/information provided; poor system design
Access to services
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
Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given
Policy content difficult to understand; policy unreasonable or disadvantages customer
Incorrect, incomplete, out dated or inadequate information; not fit for purpose
Access to information
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 doesn’t meet customer needs; poor service fit with customer expectations
No case to answer
No case to answer
Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate
Number of positive feedback comments
Number of negative feedback comments
Number of suggestions
Total number of feedback comments
Data for previous years is available at: https://data.sa.gov.au/data/organization/office-for-recreation-sport-and-racing
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.