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Department for Communities and Social Inclusion

Annual Report 2016-17

To:
Hon Zoe Bettison MP

Minister for Communities and Social Inclusion
Minister for Social Housing
Minister for the Status of Women
Minister for Multicultural Affairs
Minister for Youth
Minister for Volunteers

Hon Katrine Hildyard MP
Minister for Disabilities

This annual report is presented to Parliament to meet the statutory reporting requirements of the Public Sector Act 2009, Public Finance and Audit Act 1987 and other legislation as required, and meets the requirements of Premier and Cabinet Circular PC013 Annual Reporting.

This report is verified to be accurate for the purposes of annual reporting to the Parliament of South Australia.

Submitted on behalf of the Department for Communities and Social Inclusion by:

Tony Harrison
Chief Executive

29 September 2017

Section A: Reporting required under the Public Sector Act 2009, the Public Sector Regulations 2010 and the Public Finance and Audit Act 1987

Section A: Reporting required under the Public Sector Act 2009, the Public Sector Regulations 2010 and the Public Finance and Audit Act 1987

Agency purpose or role

The Department for Communities and Social Inclusion (DCSI) brings together a range of services, funding and policy responsibilities which together support safety, equality, opportunity and justice across South Australia, particularly for the most vulnerable and disadvantaged in our community.

DCSI has lead responsibility on behalf of the South Australian Government in the areas of disability policy, funding and services; social housing and homelessness; affordable living programs; youth justice; domestic violence; problem gambling; screening services and disaster relief and recovery. The department provides a wide range of grants to community organisations; leads the government's agenda to build thriving communities and promote resilience; and provides services to help older people remain safe at home. DCSI also has lead policy responsibility in relation to women; multicultural affairs; youth; volunteers and carers.

The department is committed to ensuring that all South Australians have access to quality services that protect and enhance the community’s wellbeing and provide support to people when they need it.

Objectives

  • Support independence and participation
  • Make our communities stronger
  • Provide the best services.

Key strategies and their relationships to SA Government objectives

Key strategySA Government objective

Deliver services which improve outcomes for children and young people who offend. This includes custodial and community-based services which promote rehabilitation and reduce offending, whilst keeping the community safe.

The South Australian community benefits from the rehabilitation of young people who have offended, aligning with the Safe communities, healthy neighbourhoods priority of the South Australian Government.

Help people in financial hardship, including through a range of concessions, rebates and initiatives which provide assistance to people in need.

A key element of the State Government’s An affordable place to live strategic priority is to assist families who are struggling with cost of living pressures.

Provide housing options that are affordable and suitable. This includes social housing, homelessness services and private rental assistance.

The National Affordable Housing Agreement and National Partnership Agreements on remote housing and homelessness set out the government’s commitment to social housing services.

Progress the full and equal participation of women in the social, political and economic life of South Australia, including through strategies which target the unacceptable level of family violence.

Through Achieving Women’s Equality: South Australia’s Women’s Policy, the government is committed to achieving women’s equal participation in all aspects of life.

Increase opportunities for identified populations and communities.

The government has committed to a Thriving Communities agenda, in communities facing long term disadvantage, as well as to strategies to support diverse population groups across the state.

Provide efficient and effective employment-related screening assessments.

The South Australian Government aims to achieve safe environments for children and other vulnerable people.

Implement changes in departmental arrangements, functions and staffing in light of the transition to the National Disability Insurance Scheme (NDIS) and Commonwealth Aged Care Reforms.

In response to national reforms designed to provide more funding and choice to people with disability and older people, the government is transferring management of Domiciliary Care and some State Government disability services to the non-government sector.

Increase service and productivity through access to services and systems on any device, anytime, anywhere.

The Digital by Default Declaration commits the State Government to modernising the public sector by transforming its services through the use of digital technology.

Agency programs and initiatives and their effectiveness and efficiency

Program Name Indicators of performance/effectiveness/efficiencyComments

Concessions and Rebates

During 2016-17, the department achieved the target of providing an estimated 1.6 million concessions to eligible DCSI clients. This included the provision of 180,936 Cost of Living Concession (COLC) payments.
In the past year, the department strengthened processes to ensure that only eligible customers receive a concession. The department also continued to implement the Cost of Living Information (COLIN) System to administer COLC payments.

The department’s concessions and rebates programs provide financial support towards household costs for eligible South Australians. Assistance is provided through a range of concessions and rebates which provide valuable assistance to households on low or fixed incomes who are experiencing cost-of-living pressures.

Grants SA

From 1 June 2016, DCSI has distributed one-off grants to not-for-profit community organisations through the grants program, Grants SA. This program brings together four one-off grant programs - the Charitable and Social Welfare Fund (Community Benefit SA), Multicultural SA one-off grants, Volunteer Training Grants and the Volunteer Support Fund. In 2016-17, $3 million in funding was provided to support 318 projects.
In February 2017, DCSI completed an internal six-month review of Grants SA. The findings of the review confirmed the benefits to the community of simpler processes which reduced red tape, and that opening all year round with more flexible guidelines increased accessibility for the community.

Grants SA aligns with the government’s commitment to reduce red tape, simplify grant processes and make it easier for community groups to access grants.
Grant processes have been simplified with all funding assessed against the same criteria. Applicants use the same system to apply, receive payment, report and acquit their funding.

Ceduna Service Reform

In 2016-17, the Ceduna Service Reform implemented multi-agency action groups to address the four identified priorities of improved alcohol and other drug policy responses; justice issues; a consistent approach among ‘first response’ agencies; and better use of data and funding in monitoring and decision making.
The data indicators for the Ceduna Service Reform show seasonal fluctuations and monthly variations due to a transient target population. There is a general trend emerging in the intended direction on most indicators.
Data collection for the Street Beat initiative has also been refined through the development of a mobile application to ensure the collection of real time data.

The Ceduna Service Reform is contributing to a reduction in alcohol and other drug related fatalities or injuries by developing a service system that is coordinated, responsive, active and culturally competent.

Transition to the NDIS

As stated in the National Disability Insurance Agency (NDIA) quarterly report as at 30 June 2017, there were 11,634 NDIS participants with an approved plan in South Australia and 482 supported in the Early Childhood Early Intervention (ECEI) gateway.
This equates to 12,116 participants which is 94% of the agreed transitional Bilateral Agreement target (12,887 participants) as at 30 June 2017.

The 12,116 participants can now receive the support they need to realise their potential and have greater choice and control over their lives. This includes about how and where they live their life.

Screening Services

The DCSI Screening Unit seeks to complete at least 95% of screening applications within 30 business days.
In 2016-17, around 96% received in that year were finalised within 30 business days.

Finalising the majority of screening applications within 30 business days is a key element in creating and maintaining child-safe organisations and safe environments for other vulnerable people.

Private Rental Assistance Program

During 2016-17, 29,210 customers were provided with bond guarantees (including cash bonds) through the Private Rental Assistance Program (PRAP) so they could secure private rental accommodation. This represents an increase of 8.8% from the 26,842 customers assisted in 2015-16.
In October 2016, Housing SA implemented PR Connect, a new online system which enables people to confirm their eligibility and apply online for private rental assistance through the sa.gov.au website. In 2016-17, over 29,900 applications were submitted online through PR Connect.

PRAP supports low-income households to access private rental properties, providing bond guarantees (including cash bonds), rent in advance and rent in arrears (for existing tenancies).
As at 30 June 2017, 50% of the 21,137 applicants on the public and Aboriginal housing register had received assistance through PRAP.

Specialist Homelessness Services

During 2016-17, the South Australian Specialist Homelessness Services (SHS) sector, including domestic violence services, assisted 22,401 clients who are homeless or at risk of homelessness with a range of services.
80% of clients who were rough sleeping on intake were subsequently supported into accommodation.

Early intervention to prevent homelessness and services to assist people access safe and stable housing contributes to a prosperous and safe South Australia.

Youth Justice

On 1 December 2016, the department’s Youth Justice Division was recognised in legislation through the implementation of the Youth Justice Administration Act 2016 and associated Regulations. This has enshrined in law the best practice and service to young people and the community that Youth Justice provides.
In 2016-17, 388 young people were admitted to the Adelaide Youth Training Centre and 448 young people commenced one or more community based orders.

The Youth Justice service delivery model is oriented towards challenging young people to take responsibility for their actions whilst recognising that children and young people have specific developmental needs - different to those of adults - and consequently require a different response.

Transition of Domiciliary Care Clients

During 2016-17, Domiciliary Care focused on transitioning clients with high needs to service providers funded to provide Home Care Packages under the new Commonwealth Government aged care arrangements. As at 30 June 2017, 362 clients required transition, compared to 640 at 30 June 2016.

The successful transition of clients to Home Care Package providers will ensure that they are supported by the appropriate level of care and are able to live independently in the community.

Legislation administered by the agency

Carers Recognition Act 2005
Cost of Living Concessions Act 1986
Disability Services Act 1993
Housing Agreement Act 1991
Housing Improvement Act 2016
Julia Farr Services (Trusts) Act 2007
Not-for-Profit Sector Freedom to Advocate Act 2013
South Australian Multicultural and Ethnic Affairs Commission Act 1980
Supported Residential Facilities Act 1992
Volunteers Protection Act 2001
Youth Justice Administration Act 2016.

Organisation of the Agency

Community Services
Corporate Services
Disability and Domiciliary Care Services
Disability SA
Finance and Business Services
Housing SA
NDIS Reform
Office for Women
Office of the Chief Executive
People and Culture
Youth Justice

http://www.dcsi.sa.gov.au/about-us

Other agencies related to this agency (within the Minister's area/s of responsibility)

The Department for Health and Ageing, which includes the Office for the Ageing, reports to Minister Bettison as the Minister responsible for the Ageing portfolio.

Employment opportunity programs

Program name Result of the program

DCSI Graduate Program

The annual DCSI Graduate Program helps to secure the department’s future workforce. Recruitment for the 2017 program began in July 2016, with 17 successful graduates commencing with the department in January/February 2017 on 12-month contracts.

Jobs4Youth

Jobs4Youth is a State Government initiative to increase youth employment in the South Australian Public Sector.
In 2016-17, the department recruited four Administrative Trainees on 12-month contracts, with six graduates from the 2017 DCSI Graduate Program fulfilling the department’s annual program allocation.

Agency performance management and development systems

Performance management and development system Assessment of effectiveness and efficiency

The department’s Performance Development Framework provides a clear, structured approach to workforce development by supporting managers and employees to establish and maintain effective Performance Development Reviews. All completed Performance Development Reviews must be recorded on HR21.

The percentage of employees with a Performance Development Review increased from 51.8% in 2015-16 to 58% in 2016-17. As at 30 June 2017, 76.9% of Performance Development Reviews were current, with 58% reviewed in the 2016-17 financial year and 18.9% reviewed in the previous financial year but are still current. Of the remaining 23.1%, 9.5% had expired and 13.6% were not recorded.

Occupational health, safety and rehabilitation programs of the agency and their effectiveness

Occupational health, safety and rehabilitation programsEffectiveness

Health & Safety Plan 2016-2018

The Health and Safety Plan enables DCSI leaders and local management to improve divisional and workplace health, safety and wellbeing through targeted initiative and key performance indicators.

The Health & Safety Plan 2016-2018 is based on the four key pillars of the government’s Building Safety Excellence in the Public Sector strategy, contributes to South Australian public sector performance targets and aligns the department with the expectations of the Audit and Verification System for Safety and Injury Management (AVS) in the public sector.

Risk Management

The department maintains a responsive health and safety system to reduce the likelihood of serious harm or injuries to its workforce.

Target 2 of the government’s Building Safety Excellence in the Public Sector strategy encourages agencies to investigate and eliminate the root cause of work-related injuries. The target is a 30% reduction in new workplace injury claims by June 2022 from the 2012 baseline of 365 claims. During 2016-17, there were 247 new workplace injury claims, compared to 287 in 2015-16 (a 14% reduction).

Early Intervention

The department provides an integrated hazard and incident reporting system which initiates hazard alerts to key stakeholders.
All hazards, incidents and injuries are reviewed and early intervention measures actioned in the recovery and return to work process, with the support of workplace managers and the affected employees.

Target 6 of Building Safety Excellence in the Public Sector seeks to ensure that a rehabilitation assessment is completed within two business days of an injury being notified. The target for the department is a ten per cent improvement by June 2020 from the 2014-15 baseline of 85%.
During 2016-17, 94.78% of new claims had a return to work assessment within two business days, compared to 78.55% in 2015-16.

Health and Safety Representatives

Health and Safety Representatives (HSRs) are elected to provide a means for workers to raise safety issues, and follow a process with management to resolve them.

The department has strengthened its HSR network to improve representation, consultation, cooperation and issue resolution. There are currently 92 elected HSRs and 13 Deputy HSRs across the department.

Fraud detected in the agency

Category/nature of fraud Number of instances
Missing funds/property 1

Strategies implemented to control and prevent fraud

During 2016-17, six fraud-related matters warranted further investigation. Of these, one matter was confirmed over this reporting period as fraud relating to missing funds/property.

In December 2016, the Incident Management Unit (IMU) was established through the centralisation of various functions across the department. The IMU now undertakes all investigations relating to potential fraud, misconduct or maladministration. This ensures consistency and efficiency in the department’s response to incidents and potential fraud and has strengthened controls and investigatory capacity.

Internal Audit also considers the risk of fraud in their audit program. This includes assessment of the current control environment to ensure effective protection against fraud and maladministration as a standard objective for most audit reviews.

The department’s Fraud and Corruption Control Policy and Fraud and Corruption Control Plan document processes for identifying, responding to and reporting alleged fraud and other similar malpractices. DCSI also continues to create and maintain a culture of zero tolerance for fraud and corruption.

Data for the past five years is available at: https://data.sa.gov.au/data/organization/dept-for-communities-and-social-inclusion under Government Reporting and Policy.

Whistle-blowers' disclosure

Number of occasions on which public interest information has been disclosed to a responsible officer of the agency under the Whistleblowers Protection Act 1993 Nil

Data for the past five years is available at: https://data.sa.gov.au/data/organization/dept-for-communities-and-social-inclusion under Government Reporting and Policy.

Executive employment in the agency

Executive classification Number of executives
EXEC0E 1
SAES1 31
SAES2 9

Data for the past five years is available at: https://data.sa.gov.au/data/organization/dept-for-communities-and-social-inclusion under Government Reporting and Policy.

For further information, the Office for the Public Sector has a data dashboard for further information on the breakdown of executive gender, salary and tenure by agency.

Consultants

The following is a summary of external consultants that have been engaged by the agency, the nature of work undertaken and the total cost of the work undertaken.

ConsultantsPurposeValue
All consultancies below $10,000 each Three consultancies which involve a Domiciliary Care Equipment Services pricing model review and the development of a Community Support Services business case. $15,216
Consultancies above $10,000 eachPurposeValue
KPMG

NDIS industry and workforce development analysis with five sub-projects including:

  • delivery of a draft project plan;
  • development of a data tool to support analysis;
  • assessment of market development risk and opportunities;
  • assessment of industry and workforce impacts; and
  • delivery of report findings.
$332,238         
KPMG Professional advisory services in relation to the future commercialisation and/or transition to the non-government sector of Disability and Domiciliary Care Services. $102,884
KPMG Development of a report assessing options for the delivery of government run residential accommodation services. $101,628
PwC Development of a financial model to enable full unit pricing for Domiciliary Care services. $64,001
Flinders University of South Australia Literature review and a qualitative inquiry process to improve referral pathways to gambling help services. $29,396
Total all consultancies $645,363

Data for the past five years is available at: https://data.sa.gov.au/data/organization/dept-for-communities-and-social-inclusion under Government Reporting and Policy.

See also https://www.tenders.sa.gov.au/tenders/index.do for a list of all external consultancies, including nature of work and value. See also the Consolidated Financial Report of the Department of Treasury and Finance http://treasury.sa.gov.au/ for total value of consultancy contracts across the SA Public Sector.

Financial performance of the agency

The following is a brief summary of the overall financial position of the agency. The information is unaudited. Full audited financial statements for 2016-17 are attached to this report.

The audited financial statements of the department provide a true and fair view of the financial position of the department as at 30 June 2017 and its financial performance and cash flows during the financial year. The total comprehensive result for the department for the year ended 30 June 2017 was $5.9 million.

Other financial information

The department complies with across government monitoring and reporting requirements. This includes monthly reporting to the Department of Treasury and Finance on year to date performance and end of year projections. DCSI administers certain revenues, expenses, assets and liabilities on behalf of its Ministers, which are disclosed in the administered financial statements. The total comprehensive result of the Administered Items for the year ended 30 June 2017 was $11.2 million.

Correction:  Note 34 of the audited financial statements (Remuneration of board and committee members) incorrectly states that the appointment of Ms Jayne Stinson to the Premier’s Council for Women expired on 31 May 2017. Ms Stinson advised the Premier of her decision to resign from the Council on 5 May 2017.

Other information requested by the Minister(s) or other significant issues affecting the agency or reporting pertaining to independent functions

Under the South Australian Multicultural and Ethnic Affairs Commission Act 1980, the South Australian Multicultural and Ethnic Affairs Commission (SAMEAC) is required to present an annual report on its operations to the Minister for Multicultural Affairs by 30 September.

The Minister is required to table the report in both Houses of Parliament within 12 sitting days of receiving the report. The report is made publicly available at www.multicultural.sa.gov.au/sameac/annual-reports.

Section B: Reporting required under any other act or regulation

Section B: Reporting required under any other act or regulation

Name and date of act or regulation:

Julia Farr Services (Trusts) Act 2007

9 - Annual report

  1. The administrative unit of the Public Service that is primarily responsible for assisting a Minister in relation to the provision of disability services in the State must include in its annual report for each financial year a statement that sets out, insofar as is reasonably practicable, the following information, as at 30 March of the financial year to which the report relates, with respect to the persons who are residents of the Fullarton campus on 30 June 2007:
    1. the number of persons resident at the Fullarton campus;
    2. with respect to the persons resident at a place other than the Fullarton campus, a broad description of the nature of their accommodation;
    3. during the preceding period of 12 months -
      1. the processes used to plan and implement the relocation of any person to accommodation other than the Fullarton campus;
      2. the number of persons who returned to accommodation at the Fullarton campus, and the circumstances of their return.
  2. A report under subsection (1) should be prepared in a manner that does not identify a particular person.

As at 30 March 2017, 69 people with disability were living at the Fullarton campus, now known as Highgate Park. Those who have moved out have returned to the community, to family homes or supported accommodation. This includes four to five person group homes, clusters of units, and houses accommodating up to six residents. These purpose-built and modified dwellings provide 24 hour, seven day a week accommodation support in community settings.

All people living at Highgate Park have participated in a Person-Centred Planning process which supports people living with disability to achieve personal, social and economic participation. The implementation of the NDIS and allocation of 100 new homes for people with disability as part of the State Government’s 1,000 Homes in 1,000 Days initiative, will significantly increase the community living options for residents of Highgate Park. Residents and their families will be consulted regarding future accommodation options.

No people returned to Highgate Park during the preceding 12 months and there were no new admissions.

Youth Justice Administration Act 2016

Part 2 - Administration of youth justice

9 - Chief Executive's annual report  

  1. The Chief Executive must, not later than 30 September in each year, submit to the Minister a report on -
    1. the operation of this Act and the work of the Department in relation to the administration of this Act for the financial year ending on the preceding 30 June; and
    2. any other matter as the Minister may direct.

On 1 December 2016, the Youth Justice Administration Act 2016 and Youth Justice Administration Regulations 2016 came into operation. The legislation embeds a service model based on contemporary practice by reflecting that assessment, case planning and rehabilitation programs are key to reducing re-offending.

The Act provides that there is to be a Training Centre Visitor to provide independent monitoring and ensure that the rights of residents of training centres are upheld. The South Australian Guardian for Children and Young People has been appointed as the Training Centre Visitor.

To prepare for the implementation of the Act, DCSI undertook a comprehensive review of operational practices across all services provided by the Youth Justice Division to align with the requirements of the new legislation. Youth Justice staff were actively engaged in processes to implement the Act and Regulations to ensure operational practices are consistent with the requirements of the legislation.

The Act seeks to respond to the over-representation of Aboriginal and Torres Strait Islander young people, through specific provisions that ensure best practice approaches are taken during their supervision. The Act requires that there is an Aboriginal and Torres Strait Islander Youth Justice Principle. This is the first time such a Principle has been applied in the youth justice context in South Australia. The proposed wording of the Principle was developed with key Aboriginal stakeholders for inclusion in the Youth Justice Administration Regulations.

The Youth Justice Division is developing improvements to information technology systems to increase the capacity to record and analyse client data to monitor compliance with the legislation, regularly review practice and provide reports and records as required by the Training Centre Visitor.

Water Industry Act 2012

Part 10 - Miscellaneous

87 - Consumer Advocacy and Research Fund

  1. The administrative unit of the Public Service that is, under the Minister, responsible for the administration of this Act must, on or before 30 September in each year, present a report to that Minister  on the operation of the Fund during the previous financial year.
  2. A report under subsection 6 may be incorporated into the annual report of the relevant administrative unit.

During 2016-17, the department funded a number of activities through the auspices of the Consumer Advocacy and Research Fund (CARF) to support research or advocacy in relation to water usage that promotes the interests of consumers with disability, on low-income and/or in regional areas. The fund receives $250,000 (indexed) per annum, primarily from water retail licence fees.

Projects which received CARF funding in 2016-17 included:

  • the Minor and Intermediate Retailers Research and Advocacy Project (conducted by the South Australian Financial Counsellors Association (SAFCA)) that sought to build the evidence base of consumer issues related to minor and intermediate retailers and ensure robust policy and regulatory mechanisms exist;
  • the Water Consumers Living With Disability Project (conducted by JFA Purple Orange) that documented issues arising for people living with disability in respect of the use of, cost of, quality of or access to water; and
  • the Tenants and Water Charges Project (conducted by Uniting Communities) which will seek to ensure robust complementary measures exist that support the interests and needs of all water consumers in South Australia, including vulnerable people. This project is due for completion in late 2017.

Reporting required under the Carers’ Recognition Act 2005

The Carers’ Recognition Act is deemed applicable for the following: Department for Communities and Social Inclusion, Department for Education and Child Development, Department for Health and Ageing, Department of State Development, Department of Planning, Transport and Infrastructure, South Australia Police and TAFE SA.

Section 7: Compliance or non-compliance with section 6 of the Carers Recognition Act 2005 and (b) if a person or body provides relevant services under a contract with the organisation (other than a contract of employment), that person's or body's compliance or non-compliance with section 6.

Under section 6 of the Carers Recognition Act 2005, the department is required to ensure all officers, staff and agents have an awareness and understanding of the principles of the Carers Charter, which promotes consultation with carers or their representatives in policy development and service planning. The department must also consider carers in their interaction with government services and carers who are public sector employees.

The following summarises the actions of the department in 2016-17 to ensure compliance with section 6:

  • staff gained an awareness and understanding of the Act and Carers Charter through induction and ongoing development and training;
  • flexible carer leave arrangements were made available across the department;
  • the We Care Action Plan (We Care: Our Plan for South Australian Carers) was reviewed by the Community Services Division, which continues to assist other government departments who work with carers;
  • the Youth Justice Division published a Young Carers fact sheet for staff and updated resources to ensure assessments consider the caring responsibilities of young people admitted to training centres;
  • Carers SA were funded to design and pilot an innovative program framework for young carers, which will be launched at the International Carers Conference in October 2017;
  • Carer Support were funded to develop the Caring in the Aboriginal Community online learning/training package;
  • South Australian Home and Community Care (SA HACC) program funding continued to be provided to statewide carer support organisations for a range of carer services;
  • responsibilities under the Carers Charter were regularly raised at carers’ network meetings, across-government meetings and community forums;
  • NDIS Reform consulted with the carers sector and distributed the My NDIS Pathway toolkit to parents of children entering the NDIS, community services networks, non-government organisations and carer service providers;
  • carers and continuity in client services remain a priority during the transfer of Domiciliary Care to the non-government sector; and
  • Carer Support Network SA is represented on the department’s Key Influencers Stakeholder Forum, to facilitate the rollout of the NDIS in South Australia.

In addition to the above, the Community Services Division meets regularly with statewide carer support organisations to discuss current issues and is working intensively with DCSI-funded carer support services around issues in relation to the NDIS and the proposed Commonwealth Integrated Carer Support Service model. The department also consulted with Commonwealth Government departments and South Australian carer service providers to identify supports for young and CALD carers, who are priority cohorts for both the Commonwealth and State Governments.

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

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

Summary of complaints by subject

Public Complaints received by the Department for Communities and Social Inclusion
Category of complaints by subject Number of instances
 Service Delivery 66
Staff Competence and Conduct 58
Service Access (including delays and availability) 38
Communication (including inadequate/no response to a complaint, inadequate information and staff not returning phone calls) 31
Maintenance 26
Administrative Services 13
Disruptive Tenancy 6
Fees or Cost 3
Other Complaints 4

Data for the past five years is available at: https://data.sa.gov.au/data/organization/dept-for-communities-and-social-inclusion under Government Reporting and Policy.

Complaint outcomes

Nature of complaint or suggestion Services improved or changes as a result of complaints or consumer suggestions
 Delays in processing screening applications The DCSI Screening Unit has introduced a number of process and technology improvements to help improve the delivery of screening services including: an online application form; an organisational portal for employers to verify screening checks; an improved screening database; and a credit card payment system
 Delays in access to equipment through the NDIS The Domiciliary Equipment Service (DES) is providing clients with further information about the NDIS planning process and maintaining records of delays in the equipment approval process. Identified issues are escalated to the NDIA to inform them of business process improvements being sought for NDIS participants.
 Accessibility of internet site In 2016-17, all DCSI websites were redeveloped to be modern and mobile-friendly. The websites are now easier to use and navigate regardless of the device or screen size being used, which allows a more interactive experience for customers.
 Delays in payment of some concessions A number of process improvements have been introduced that cease the involvement of third parties in the administration of some concessions, such as concessions for council-provided water and community wastewater management systems. This has resulted in a more streamlined customer experience with an electronic funds transfer payment of the concession, direct to eligible customers.

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28 Oct 2016
Printed on:
12 Dec 2017
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