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or incomplete service provided0 Professional behaviourStaff knowledgeLack of service specific knowledge; incomplete or out-of-date knowledge0 CommunicationCommunication qualityInadequate, delayed or absent communication with customer0 CommunicationConfidentialityCustomer’s confidentiality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 doesn’t 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