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2017-18 Annual Report - Section C

Section C: Reporting of public complaints as requested by the Ombudsman

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.