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Public Complaints

Number of Public Complaints Reported

Complaint Categories

Sub-categories

Example

Number of Complaints

2020–21

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

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Lack of service-specific knowledge; incomplete or out-of-date knowledge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

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

2

Service delivery

Access to services

Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities

1

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

(Government or Agency)

Policy content difficult to understand; policy unreasonable or disadvantages customer

8

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

1

Service quality

Safety

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

1

Service quality

Service responsiveness

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

6

No case to answer

No case to answer

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

6

  

Total

26

Additional Metrics

Total

Number of positive feedback comments

2

Number of negative feedback comments

26

Total number of feedback comments

28

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

The top three complaint subjects (each with four-plus complaints) were complaints about sporting associations handling of matters/complaints, the government’s decision not to hold the Adelaide 500 motorsports event, and noise complaints relating to the Athletic Stadium’s loudspeakers.

The only matter over which the Agency has control is in relation to the Athletic Stadium’s loudspeakers. In response to the complaints made, the Agency has had the stadium and grandstand speaker volume levels adjusted to reduce noise drift across the stadium. The operational PA procedures have also been reviewed and a sound check is undertaken with event hirers prior to the commencement of their event.

Compliance Statement

The Agency is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector

Y

The Agency has communicated the content of PC 039 and the Agency’s related complaints policies and procedures to employees.

Y