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Number of public complaints reported

Complaint categories

Sub-categories

Example

Number of Complaints

2021-22

Professional behaviour

Staff attitude

Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency

3

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Lack of service specific knowledge; incomplete or out-of-date knowledge

1

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

76

Service delivery

Access to services

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

46

Service delivery

Process

Processing error: incorrect process used; delay in processing application; process not customer responsive

6

Policy

Policy application

Incorrect policy interpretation: incorrect policy applied; conflicting policy advice given

0

Policy

Policy content

Policy content difficult to understand; policy unreasonable or disadvantages customer

0

Service quality

Information

Incorrect, incomplete, outdated, or inadequate information; not fit for purpose

12

Service quality

Access to information

Information difficult to understand, hard to find or difficult to use; not plain English

41

Service quality

Timeliness

Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met

4

Service quality

Safety

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

11

Service quality

Service responsiveness

Service design does not meet customer needs; poor service fit with customer expectations

4

No case to answer

No case to answer

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

0

 

 

Total

204

Additional Metrics

Total

Number of positive feedback comments

219

Number of negative feedback comments

204

Total number of feedback comments

423

% complaints resolved within policy timeframes

N/A no data recorded for this

Data for previous years is available at: Libraries Board of South Australia Annual Report data - Dataset - data.sa.gov.au

The Library implemented a web-based print service in conjunction with Public Library Services. Customers can now send print jobs from their own devices to printers at the State Library.

Mobile device charging stations were installed in the Hub and in the Spence wing in response to customer needs and improved processes were implemented to provide customers with barcodes in a timely manner for access to eResources after registering.

Service Improvements

The Library implemented a web-based print service in conjunction with Public Library Services. Customers can now send print jobs from their own devices to printers at the State Library. Mobile device charging stations were installed in the Hub and in the Spence wing in response to customer needs and improved processes were implemented to provide customers with barcodes in a timely manner for access to eResources after registering.

Compliance Statement

State Library of South Australia is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector

N

State Library of South Australia has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.

N

 

SECTIONS OF THE ANNUAL REPORT

2020-21 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