Number of Public Complaints Reported
Complaint Categories and Sub-categories
- Professional Behaviour
- Staff Attitude: Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile, cultural competency.
Number of Complaints: 3 - Staff Competency: Failure to action service request; poorly informed decisions; incorrect or incomplete service provided.
Number of Complaints: 4 - Staff Knowledge: Lack of service-specific knowledge; incomplete or out-of-date knowledge.
Number of Complaints: 1
- Staff Attitude: Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile, cultural competency.
- Communication
- Communication Quality: Inadequate, delayed or absent communication with customer.
Number of Complaints: 1 - Confidentiality: Customer’s confidentiality or privacy not respected; information shared incorrectly.
Number of Complaints: 0
- Communication Quality: Inadequate, delayed or absent communication with customer.
- Service Delivery
- Systems/Technology: System offline; inaccessible to customer; incorrect result/information provided; poor system design.
Number of Complaints: 3 - Access to Services: Service difficult to find; location poor; facilities/environment poor standard; not accessible to customers with disabilities.
Number of Complaints: 8
- Systems/Technology: System offline; inaccessible to customer; incorrect result/information provided; poor system design.
- Service Quality
- Timeliness: Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met.
Number of Complaints: 0 - Safety: Maintenance; personal or family safety; duty of care not shown; poor security service/premises; poor cleanliness.
Number of Complaints: 3 - Service Responsiveness: Service design doesn’t meet customer needs; poor service fit with customer expectations.
Number of Complaints: 0
- Timeliness: Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met.
- Product Quality (Performance, Event, or Ancillary)
- Cost of Goods: Performances, events, ancillary goods.
Number of Complaints: 8 - Systems/Technology/Design: Performance or event did not meet customer expectations.
Number of Complaints: 14
- Cost of Goods: Performances, events, ancillary goods.
- No Case to Answer
- Another Patron Affected the Customer Experience: Not raised at the time, no allowance for staff to address.
Number of Complaints: 44 - Third Party; Customer Misunderstanding: Redirected to another agency; insufficient information to investigate.
Number of Complaints: 32
- Another Patron Affected the Customer Experience: Not raised at the time, no allowance for staff to address.
Total Complaints: 121
Additional Metrics
- Number of Positive Feedback Comments: 45
- Number of Negative Feedback Comments: 66
- Total Number of Feedback Comments: 111
- % Complaints Resolved Within Policy Timeframes: 95%
Data for previous years is available at: https://data.sa.gov.au/data/dataset/afct-summary-of-complaints
Service Improvements
Most patron concerns are managed during their visit to the Adelaide Festival Centre. When this is not possible, or if a patron calls or sends an email after their visit, their feedback is investigated, tracked, and responded to directly.
Compliance Statement
- Adelaide Festival Centre Trust is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector.
Yes - Adelaide Festival Centre Trust has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.
Yes