Summary of complaints by subject
Public complaints received by DCP Complaints Unit | |||
|---|---|---|---|
Category of complaints by subject | Number of instances | Sub-Category | Number of instances |
Professional Behaviour | 31 | Staff Attitude | 19 |
Staff Competency | 11 | ||
Staff Knowledge | 1 | ||
Communication | 68 | Communication Quality | 60 |
Confidentiality | 8 | ||
Service Delivery | 187 | Process | 172 |
Safety | 3 | ||
Systems/Technology | 12 | ||
Policy | 10 | Policy Application | 6 |
Policy Content | 4 | ||
Service Quality | 147 | Information | 7 |
Access to Information | 2 | ||
Timeliness | 3 | ||
Safety | 88 | ||
Service Responsiveness | 47 | ||
**General Enquiry | 62 | ||
Total 2017-18 | 505 | ||
*The above table reflects all recorded complaints received by the central complaint unit during the 2017-18 financial year. Many if not most complaints received and resolved by DCP are managed at the local level and are not currently recorded in a central enterprise system.
**The complaints unit has received 62 enquiries that have not progressed into a formal complaint or are complaints that relate to external service providers.
Data for the past five years is unavailable as DCP became a stand-alone department in November 2016. Data for the last year can be found at the Data SA website.
Complaint outcomes
The specific complaint outcomes as they relate to service improvement are not recorded for 2017-18.