| 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 | 6 |
| Professional behaviour | Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 6 |
| Professional behaviour | Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 1 |
| Communication | Communication quality | Inadequate, delayed or absent communication with customer | 3 |
| Communication | Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly | 1 |
| Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 22 |
| Service delivery | Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 8 |
| Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 5 |
| Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 3 |
| Policy | Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 13 |
| Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose | 3 |
| Service quality | Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 16 |
| 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 | 68 |
| Service quality | Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 3 |
| No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 6 |
| Total | 165 |
Note: the section below is mandated.
| Additional Metrics | Total |
| Number of positive feedback comments | 217 |
| Number of negative feedback comments | 165 |
| Total number of feedback comments | 382 |
| % complaints resolved within policy timeframes | N/A - No data recorded for this |
2019-2020 Annual Report | From the Chair | Overview: About the agency | The agency's performance | Financial performance | Risk Management | Reporting required under other acts or regulations | Public complaints | Service improvements