Professional behaviourStaff attitudeFailure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency0
Professional behaviourStaff competencyFailure to action service request; poorly informed decisions; incorrect or incomplete service provided0
Professional behaviourStaff knowledgeLack of service specific knowledge; incomplete or out-of-date knowledge0
CommunicationCommunication qualityInadequate, delayed or absent communication with customer0
CommunicationConfidentialityCustomers confidentiality or privacy not respected; information shared incorrectly0
Service deliverySystems/technologySystem offline; inaccessible to customer; incorrect result/information provided; poor system design0
Service deliveryAccess to servicesService difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities0
Service deliveryProcessProcessing error; incorrect process used; delay in processing application; process not customer responsive0
PolicyPolicy applicationIncorrect policy interpretation; incorrect policy applied; conflicting policy advice given0
PolicyPolicy contentPolicy content difficult to understand; policy unreasonable or disadvantages customer0
Service qualityInformationIncorrect, incomplete, out dated or inadequate information; not fit for purpose0
Service qualityAccess to informationInformation difficult to understand, hard to find or difficult to use; not plain English0
Service qualityTimelinessLack of staff punctuality; excessive waiting times (outside of service standard); timelines not met0
Service qualitySafetyMaintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness0
Service qualityService responsivenessService design doesnt meet customer needs; poor service fit with customer expectations0
No case to answerNo case to answerThird party; customer misunderstanding; redirected to another agency; insufficient information to investigate0
Total0