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Public complaints

Number of public complaints reported

Complaint categories

Sub-categories

Example

Number of complaints

2019–20

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Lack of service specific knowledge, incomplete or out-of-date knowledge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

10

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

1

Policy

Policy application

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

3

Policy

Policy content

Policy content difficult to understand, disagreement with policy position, policy unreasonable or disadvantages customer

4

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

15

Service quality

Safety

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

2

Service quality

Service responsiveness

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

1

No case to answer

No case to answer

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

1

  

Total

37

Note: The section below is mandated.

Additional metrics

Total

Number of positive feedback comments

2

Number of negative feedback comments

37

Total number of feedback comments

39

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

Service improvements for period

Significant numbers of enquiries and calls for support related to the impacts of the COVID-19 pandemic on the sector commenced in early March 2020. The agency centralised all COVID-related enquiries in April to better coordinate responses. Staff responded to 600 individual email enquiries between April and June 2020. The agency quickly formed a Representative Consultative Group (RCG) comprising 21 representatives across three groups to identify challenges and potential solutions regarding the rapidly changing situation. Agency staff facilitated connections with and between members of the sector by hosting small group video-conferencing meetings, multiple ministerial webinars, remote training for cashflows, governance and planning, an innovative lateral thinking webinar and providing communication and collateral to the sector. The agency maintained close contact and surveyed 68 State Sporting and Recreation Organisations to facilitate a deeper understanding of their finances and their anticipated needs in order to provide more targeted support. As requirements for sporting organisations to submit Return to Sport Plans were put in place, the agency provided feedback on those plans.

Concerns about fuel (fire) hazards and litter at agency venues were expressed. The agency has worked with the relevant council(s) and the Department of Environment and Water’s Fire Management Team to assess and resolve specific issues. The agency has added general vegetation maintenance to the annual schedule of activity for one venue.