Reporting of public complaints

7.1. Summary of service complaints by subject

Public complaints received by EOC in 2019-2020
Nil	0

Data for the past five years is available at: https://data.sa.gov.au/data/organization/attorney-general-s-dept

7.2. Service complaint outcomes (update on 2018-19 matter)

Nature of complaint/suggestion	Services improved as a result
Update on complaint to the Commission and subsequent complaint to the South Australian Ombudsman in 2018-19 about the management of a complaint lodged with the Commission in early 2016. The complaint centred on a significant delay in the complaint being assessed and the lack of communication with the complainant during this time by the staff member managing the complaint.	As noted in the 2018-19 Annual Report, a written apology was provided to the complainant.²⁷ Following the implementation of a number of processes and practices by the Commission to prevent the circumstances that led to the complaint happening again, the Ombudsman advised the Commissioner in writing in February 2020, that his Office would not be investigating the matter further as it “was not necessary and justifiable” and that he had closed his investigation.

Nature of complaint/suggestion

Services improved as a result

Update on complaint to the Commission and subsequent complaint to the South Australian Ombudsman in 2018-19 about the management of a complaint lodged with the Commission in early 2016. The complaint centred on a significant delay in the complaint being assessed and the lack of communication with the complainant during this time by the staff member managing the complaint.

As noted in the 2018-19 Annual Report, a written apology was provided to the complainant.²⁷ Following the implementation of a number of processes and practices by the Commission to prevent the circumstances that led to the complaint happening again, the Ombudsman advised the Commissioner in writing in February 2020, that his Office would not be investigating the matter further as it “was not necessary and justifiable” and that he had closed his investigation.

7.3. Freedom of Information

Under the Freedom of Information Act 1991 (SA) (FOI Act), members of the public have the right to access documents held by government agencies and statutory authorities.

Pursuant to the FOI Act, the Commission received two applications for a release of documents in the 2019/20 year. They relate to internal files, and are summarised as follows:

	APPLICANT	TO	TYPE	MINISTER	APPLICATION RECEIVED	FINALISED DATE
1	Sastre (1)	EOC	Other	Hon Vickie Chapman, Attorney-General	13/08/2019	12/11/2019
1	REQUEST DETAILS All documentations including SAET representing TAFE(SA) books and Hearings, complaints, emails attachments, all material of case against TAFE(SA) 3 filed books including and transcripts 26-11-18 and decisions j given 14-5-19 and complaints EMAILS given to EOC this year 2019 including against SAET 2018 included, and case TAFE(SA). Timeframe: 1 January 2017 – 13 August 2019. 13/8 Clarified to: Case SAET complaint to EOC and all materials, documents, emails, complaints towards TAFE (SA). 30/8 Principal Officer approved extension of time until 12 November 2019. Applicant notified. 12/11 - 100 Documents released in full, 13 released in part and 57 refused.
2	Maher (10)	EOC	MP	Hon Vickie Chapman, Attorney-General	18/11/2019	29/11/2019
2	REQUEST DETAILS The letter (and any response to the letter) to the Hon Stephen Knoll, Minister for Transport, Infrastructure and Local Government regarding the South Australian government’s decision to withdraw financial support for the Overland train service. Dated 13 November 2018 and referred to on pg38 of the Equal Opportunity Commission Annual Report 2018-2019. 26/11 Copy of determination to AGO, EOC, ED FPP Two documents released in full

^{27 2018-19 Annual Report, Equal Opportunity Commission of South Australia, (Adelaide South Australia, September 2019), p.47 https://eoc.sa.gov.au/annual-reports}