This annual report was tabled in Parliament on 14 November 2024 to meet the statutory reporting requirements of the South Australian Skills Act 2008 and 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 South Australian Skills Commission by:
Commissioner Cameron Baker
Chair of the South Australian Skills Commission
I am delighted to present the South Australian Skills Commission’s annual report which summarises activity of the organisation across the 2023-24 financial year.
It has been an extremely busy twelve months. The second term of the Commission commenced on 1 July 2023, with the appointment of new members to the Board, providing broad representation designed to enhance the unique role of the Commission.
In July, I was also honoured to be appointed to the role of South Australia’s second Skills Commissioner, succeeding outgoing Commissioner, Renee Hindmarsh.
As inaugural Commissioner, Renee’s achievements in the role, together with her passion for the vocational and higher education training systems have created a legacy that I am proud to continue and build upon. I also acknowledge Sara Longbottom, who was appointed acting Skills Commissioner for the last three months of 2022-23 and continues to be a valued member of my leadership team.
This reporting period was a year of firsts for the Commission, the state and the nation.
Commencing on 1 January 2024, the National Skills Agreement represents the largest investment in skills in a decade and will support the delivery of agreed national priorities to strengthen the Vocational Education and Training (VET) sector as part of the shared skills reform agenda across governments. This includes the announcement of a $2.3 billion total investment over five years in skills and training to provide jobs for the future.
The Commission will work closely with the South Australian Government to realise outcomes of the five-year Agreement. The Commission’s interdependent priorities include: increasing apprenticeship/ traineeship completion rates and building the quality and integrity of South Australia’s apprenticeship and traineeship system.
Aligned with the National Skills Agreement, the Skills Policy Direction for South Australia: Skilled. Thriving. Connected and annual Skills Outlook provide the roadmap for supporting South Australians to obtain the skills needed to secure jobs. Delivery of the 10-year Plan for the state will be supported by the work of the Commission, Skills SA, TAFE SA, Student Pathways and Careers and the Construction Industry Training Board through local activities to create real change.
In 2023 there were 1.2 million students enrolled in government-funded training programs across Australia. The National Centre for Vocational Education Research (NCVER) reports that over 72,000 of these enrolments were in South Australia, a five per cent increase on 2022. It is critical that the training system continues to remain relevant and responsive through flexible training pathways, to encourage greater VET participation and skills development opportunities, including to meet the state’s economic challenges of the future.
In November 2023, the Commission declared Australia’s first Degree Apprenticeship to support growing workforce needs in sectors such as Defence. The Software Engineer Apprenticeship will provide individuals with an opportunity to earn while they learn through a combination of paid employment and off-job training to attain a higher education qualification. The Commission also declared the nation’s first Automotive Dual Trade Apprenticeships. These pathways are designed to support workforce requirements in the automotive sector where emphasis is being placed on workforce safety as more hybrid and battery electric vehicles enter the market.
February 2024 saw the introduction of the Commission’s refreshed industry engagement framework with ten new Industry Skills Councils (ISCs) established. ISCs are an important source of industry intelligence and in this capacity support and inform Commission advice to the Minister, including to improve VET outcomes.
Over 120 volunteer members were appointed across the ten ISCs, representing 75 industry sectors. ISCs are broadly aligned to the national Jobs and Skills Councils, providing for a level of symmetry and consistency of advice relating to the VET system and training package development. I pay tribute to and thank, outgoing members of the preceding seven ISCs, for their insights and contributions to South Australia’s education and training system.
The Commission has engaged with over 400 external stakeholders during 2023-24 to inform its advice to government. Increasing regional engagement throughout the year has been a primary focus of the Commission and has included meeting with leaders in regional areas, participating in regional workforce planning sessions and visiting regional employers to gain insights into their experience of engaging with the training system.
Apprentice and trainee safety is a critical priority the Commission. Given this, there has been a renewed focus during 2023-24, on apprentice and trainee safety and wellbeing, including as part of ongoing strengthening of the Commission’s program of regulation and compliance activity.
In October 2023, the Australian and South Australian Governments published the National VET Completions Report, which identified that 65 per cent of apprenticeship and traineeship non-completions are associated with issues in the workplace such as working conditions, supervision and training. The Commission is actively exploring further strategies and interventions to promote a positive, safe ‘on-job’ training experience for all apprentices and trainees.
This work will be led through the Commission’s Apprentice and Trainee Training and Safety Committee which comprises government regulatory agencies with shared responsibility for training, safety and wellbeing associated with apprenticeships and traineeships. The Committee’s membership includes the 2023 SA Training Awards Apprentice of the Year, Trainee of the Year and Aboriginal and Torres Strait Islander Student of the Year, who collectively represent those who are directly impacted by the work.
In 2023-24, the Commission also welcomed the Commonwealth Government review of apprenticeship support systems and apprenticeship incentives. These reviews provided the Commission with an opportunity to contribute feedback, including regarding measures to improve coordination of information and services to apprentices, trainees and employers.
In terms of support, the Commission’s dispute resolution and complaint handling service assisted over 1,100 apprentices, trainees, employers and students across the reporting period. The service provides advocacy and mediation support to apprentices, trainees and employers in dispute and assists tertiary students who have complaints about their education or training provider. Where disputes between parties cannot be resolved, the service can assist with progressing matters to the South Australian Employment Tribunal (SAET) for arbitration.
Nominations for the 2024 South Australian Training Awards opened in May with 112 nominations across 14 categories received. A new category: Lifetime Achievement Award, was introduced this year and recognises an individual’s outstanding leadership and contribution to the South Australian VET and skills sector. This year’s annual South Australian Training Awards Gala Presentation was held in September 2024. This follows the success of the 2023 event, which was attended by over 500 participants and guests.
During 2023-24, the Commission also formed a new partnership with WorldSkills Australia, underpinned by the re-establishment of a South Australian WorldSkills Committee. WorldSkills is a longstanding international initiative designed to develop and showcase trade skills. For South Australia, it is also an important opportunity to raise the profile of VET.
The important work of the Commission would not be possible without the dedication and professionalism of the team of staff within the Commission secretariat. I thank each and every one of them for their respective contributions.
I also extend my thanks and gratitude to the Honourable Blair Boyer MP, Minister for Education, Training and Skills and to Commission Board members for the support provided to me during 2023-24.
There is no doubt that there will be many more changes to come as part of the vast coordinated effort, at both the state and national level, to implement current skills reforms. I welcome the new opportunities these reforms bring to assist more people to engage in learning and to build our state’s capability to meet the challenges ahead. I thank all of the Commission’s stakeholders for your support and continued commitment.
Commissioner Cameron Baker
Chair of the South Australian Skills Commission
The South Australian Skills Commission is an independent voice ensuring an industry-led skills system that delivers prosperity for South Australia.
A high-performing workforce aligned to the needs of industry, enabling South Australia’s individuals, communities and businesses to thrive.
Trusted – Our stakeholders know that we will always act with integrity and purpose.
Responsive – Listening, understanding and being responsive to the needs of our stakeholders and the South Australian economy is our core business.
Collaborative – We strive to be exceptional collaborators because we understand that it is through partnerships and collaboration that the best outcomes are achieved.
Effective – With a focus on outcomes we always seek to achieve genuine impact through our activities.
As set out in the South Australian Skills Act 2008, the South Australian Skills Commission is required to:
The Commission must, in advising or making recommendations to the Minister, to such extent as may be reasonably practicable, consult with —
(a) industry and commerce, including industry, skills and other advisory bodies and associations and organisations established by or representing industry and commerce; and
(b) associations and organisations representing employees; and
(c) relevant bodies, associations or organisations representing higher education, vocational education and training and adult community education; and
(d) relevant government and community bodies.
The Commission may, in accordance with any requirements in the regulations, establish such industry engagement or advisory bodies as the Commission thinks appropriate (which may but need not consist of members of the Commission).
The following structure details Members of the South Australian Skills Commission, and as Chairs of Industry Skills Councils (ISCs) and sub-committees of the Commission as at 30 June 2024. It is acknowledged that Louise Nobes resigned in June 2024, with appreciation for her valued service.
Commissioner Cameron Baker was appointed to the role of Skills Commissioner and Chair of the South Australian Skills Commission on 24 July 2023.
The following details the structure of the Office of the South Australian Skills Commission as at 30 June 2024.
Minister for Education, Training and Skills
Blair lives in the North-Eastern suburbs of Adelaide with his wife and three daughters. He grew up on the family farm in rural South West Victoria, not far from Mount Gambier.
He was elected to represent the state electorate of Wright in 2018 and was appointed Minister for Education, Training and Skills in March 2022.
Blair is passionate about education and believes that a strong, affordable and accessible public education system is the key to equality.
Chair of the South Australian Skills Commission
Cameron was appointed as the second South Australian Skills Commissioner and Chair of the South Australian Skills Commission on 24 July 2023.
This role provides independent industry-led advice to the Government of South Australia on workforce development priorities and is responsible for advising the Minister for Education, Training and Skills on the performance of the training system.
Commissioner Baker has more than 20 years’ experience in the Vocational Education and Training sector. Engaging stakeholders across industry and training, he is passionate about effective and safe training for a dynamic and skilled workforce.
Department for Education (including Skills SA)
Meetings attended by board members during 2023-24
Board member |
Board |
ISC or Committee |
Adrienne Nieuwenhuis |
10 of 11 |
8 of 8 |
Andy Keough CSC |
9 of 11 |
4 of 4 |
Helen Gibbons |
9 of 11 |
4 of 4 |
Ian Horne |
10 of 11 |
3 of 4 |
John Chapman OAM |
11 of 11 |
6 of 6 |
Leonie Boothby |
10 of 11 |
10 of 10 |
Louise Nobes* |
7 of 11 |
N/A |
Michael Luchich |
11 of 11 |
4 of 4 |
Robyn Verrall |
10 of 11 |
3 of 4 |
Stuart Gordon |
10 of 11 |
8 of 10 |
ISC = Industry Skills Council
* = resigned
Commission objectives |
Indicators | Performance |
||
Connected Skills Sector |
Facilitating connectivity within the skills sector and contributing to the ongoing development of education pathways. | Stakeholder Engagement The Commissioner initiated and / or participated in 415 external stakeholder engagements, spanning the breadth of the state and national skills system, to build connections, and discuss priorities and opportunities. This included engagement with the following: state and Commonwealth agencies, industry associations, peak bodies, registered training organisations, sector/ industry representatives/ organisations, higher education, local government, regulatory bodies and tribunals. Industry Skills Councils In late 2023, the first term of ISCs drew to a close and members were thanked for their service. Following this, the Commission endorsed increasing the number of ISCs from seven to ten and structuring ISCs to broadly reflect the composition of Commonwealth Jobs and Skills Councils (JSCs). With this change the Commission also agreed on a representational ISC model and to directly approach industry associations, peak bodies, unions, and regulatory bodies to nominate for ISC membership. Both former and current ISCs provided strategic advice on skills, training and workforce matters to assist the Commission to provide advice to the responsible Minister. As of 30 June 2024, there were 122 ISC members, appointed from 29 February 2024 to December 2025. Each ISC has met twice during the reporting period. The seven former ISC’s met during August and then October 2023, in addition to a joint meeting of all ISCs held in November 2023. ISCs continue to develop strong relationships with government and other bodies and provided input into skills and training-related policies and initiatives to ensure they reflect the needs of South Australian industry. In 2023-24 these included:
ISCs engaged with key agencies and organisations to ensure industry insights are provided to both the Commission and other decision-making bodies, including:
Federated Industry Skills Network Established in 2022, the Federated Industry Skills Network (FISN) is a network of state and territory government industry skills bodies and a platform for states and territories to share information and best practice. The FISN also enables states and territories to coordinate advocacy efforts regarding skills and workforce development matters to be brought before the Commonwealth. Since its inception, the FISN has invited JSCs, Jobs and Skills Australia, and the Department of Employment and Workplace Relations (DEWR) to engage at quarterly meetings, creating the unique opportunity for valuable cross jurisdiction and industry discussions. The main objectives of the FISN are to:
The FISN met seven times during the reporting period and South Australia is currently providing secretariat support for it. The FISN is being chaired by the South Australian Skills Commissioner for this term. Additional Activity Additional activity undertaken by the Commission to support connectivity within the skills sector included:
|
||
Responsive Skills System |
Monitoring and promoting development of the skills system in South Australia, inclusive of the provision of information and dispute resolution services. | State and National Activities During the reporting period, the Commission contributed to state and national level activities/ initiatives through provision of industry-led and evidence-based advice aimed at improving the quality and responsiveness of the training system. This included:
Micro-credential Pilot Program The Micro-credential Pilot Program (the Pilot) (a partnership with Skills SA) ceased on 30 June 2023. A small number of new micro-credential courses (already in the pipeline) were endorsed during the 2023-24 period and activity reports continued to be submitted to the Commission for active training programs. The Pilot aimed to facilitate the development of high quality, short form training to meet the demands of South Australian industries. Skills SA supported development of new micro-credentials and the Commission endorsed micro-credentials, on application, that satisfied a range of criteria, providing an industry seal of approval. During 2023-24:
Complaint Handling and Dispute Resolution Service The Commission’s Complaint Handling and Dispute Resolution Service assisted individuals and businesses regarding skills-related queries and issues. During the reporting period:
As part of the Commission’s monitoring role, key systemic apprenticeship and traineeship issues have been identified, monitored, investigated and where possible addressed. Transfer of training contracts, under Skills Standard 9, continue to represent a significant portion of the total number of cases received. Presentation of Trade Certificates In an effort to improve completion rates and celebrate success, a new initiative has been introduced, whereby the Commissioner personally presents trade certificates to completing apprentices, including those in regional areas. This initiative also provides the opportunity for the Commission and the Commissioner to directly connect with employers and acknowledge their critical role in the success of an apprenticeship. South Australian Training Awards The annual South Australian Training Awards, hosted by the Commission, promote the training system through recognition of excellence of individuals and registered training organisations. The 2023 South Australian Training Awards resulted in eleven people/ organisations being awarded top honours and going on to represent South Australia at the national competition. Nominations for the 2024 South Australian Training Awards opened in May 2024 and as at 30 June 2024 the Commission has received 112 nominations across 14 categories including a new Lifetime Achievement Award category. WorldSkills In August 2023, the Commissioner accompanied South Australian competitors to the 2023 WorldSkills National Championships hosted in Melbourne. South Australia’s Henry Baker achieved a gold medal in the Plumbing and Heating category. South Australia also celebrated three participants awarded the Certificate of Excellence in Painting and Decorating. The Commission has established a new partnership with WorldSkills Australia to support reinvigoration of the program in South Australia. |
||
Contemporary Apprenticeship and Traineeship System |
Regulating, promoting and supporting individuals and employers within South Australia’s Traineeship and Apprenticeship system | Regulation of Apprenticeship and Traineeship System The Commission is responsible for regulation of the South Australian apprenticeship and traineeship system. During the reporting period:
South Australian Skills Standards
As part of regulating the apprenticeship/ traineeship system, the Commission is responsible for development and enactment of the South Australian Skills Standards (under the South Australian Skills Act 2008 and the South Australian Skills Regulations 2021). Amendments during the reporting period included:
Declaration of Trades and Vocations The Declaration of Trades and Vocations process establishes apprenticeships and traineeships that can be undertaken under a training contract in association with a nationally accredited qualification. The application and assessment process, undertaken by the Traineeship and Apprenticeship Committee (TAC) of the Commission, is designed to ensure that there is genuine industry demand for a traineeship or apprenticeship pathway and employment outcomes for completing apprentices and trainees. Trades and vocations approved by the Commission form the Traineeship and Apprenticeship Pathway Schedule. During the reporting period:
|
||
Futureproofed Workforce |
Enabling a high performing workforce, including through responding to skill shortages | Apprentice and Trainee Training and Safety Committee The Commission established the Apprentice and Trainee Training and Safety Committee to provide advice to the Commission and Commissioner relating to risk management, quality and safety of the state’s apprenticeship and traineeship system. The Committee brings together regulatory agencies with remit in areas allied to the apprenticeship and traineeship system. In a national first, the Committee includes representatives who can speak for those who are directly impacted by the Committee’s work including: the 2023 Apprentice of the Year, Trainee of the Year and Aboriginal and Torres Strait Islander Student of the Year. During the reporting period the Committee met once. The specific remit of the Committee is to:
Training Implementation and Delivery Committee The establishment of the Training Implementation and Delivery Committee replaces individual training organisation representation on ISCs and elevates membership to include peak bodies and organisations representing VET, higher education, apprenticeships and traineeships and adult community education (ACE) sectors. The Committee, drawing on the knowledge and experience of its members, has a mandate to gather intelligence from the broader tertiary sector regarding the capability, capacity and quality of training delivery; and further to this to provide advice and develop innovative training responses to industry skills and workforce training requirements. During the reporting period the Committee met twice with key themes of discussion including data sources, pathways and upfront assessment of needs. Occupational Recognition Service In line with its legislated responsibilities, the Commission is currently developing an Occupational Recognition Service (ORS) for people who have skills and experience in a particular occupation but who have not completed a formal training pathway. ORS will recognise where a worker has the qualifications and experience equivalent to someone who has completed a traineeship or an apprenticeship within South Australia or will identify if gap training is needed to meet the expected standards. ORS will also be used to help support skilled migration, especially in regional South Australia. The use of gap training can also allow skilled migrants to build new knowledge locally through a formal training contract with an employer and connected with the traditional apprentice and trainee supports. Agritourism Working Group Late in the reporting period a working group was formed with members from the Agribusiness, Food and Wine/Beverages ISC, the Retail, Tourism, Hospitality and Personal Services ISC and business representatives. The purpose of the working group is to consider whether the Certificate III in Tourism is fit for purpose or if any other training pathway is needed to support the South Australian Agritourism Sector Plan 2025 (released by the South Australian Tourism Commission in May 2023). The working group has handed down an initial recommendation and scheduled a follow up meeting. |
The South Australian Skills Commission is resourced through the Department for Education. Therefore administrative and operational functions comply with the Department’s policies and procedures, established in accordance with the public sector requirements. This report will refer to the Department’s Annual Report where appropriate and data from previous years can be located via Data SA, Department for Education.
Program name |
|
Please refer to the Department for Education’s Annual Report |
|
Performance management and development system |
Performance |
Performance Management and Development Plan requires two formal sessions per year |
All staff participated in performance sessions during the reporting period to meet agency targets. |
Program name |
Performance |
|||
Workplace Health Safety & Injury Mgmt System |
All staff participated in training programs in accordance with Department policy directions and were provided with information about WHS committee updates, incident reporting requirements and other relevant information (at regular staff meetings). |
|||
Workplace injury claims |
Current year |
Past year |
% Change |
|
Total new workplace injury claims |
Please refer to the Department’s Annual Report |
|||
Fatalities |
||||
Seriously injured workers* |
||||
Significant injuries (where lost time exceeds a working week, expressed as frequency rate per 1000 FTE) |
||||
*number of claimants assessed during the reporting period as having a whole person impairment of 30% or more under the Return to Work Act 2014 (Part 2 Division 5)
Work health and safety regulations |
Current year |
Past year |
% Change |
Number of notifiable incidents (Work Health and Safety Act 2012, Part 3) |
Please refer to the Department’s Annual Report |
||
Number of provisional improvement, improvement and prohibition notices (Work Health and Safety Act 2012 Sections 90, 191 and 195) |
|||
Return to work costs** |
Current year |
Past year |
% Change |
Total gross workers compensation expenditure ($) |
Please refer to the Department’s Annual Report |
||
Income support payments – gross ($) |
|||
**before third party recovery
Executive classification |
Number of executives |
The Skills Commissioner is a statutory appointment |
1 |
The Office of the Commissioner for Public Sector Employment has a workforce information page that provides further information on the breakdown of executive gender, salary and tenure by agency.
The Department for Education allocates the resources required for the South Australian Skills Commission to function. The following is a brief summary of the overall financial position of the agency. The information is unaudited. Full audited financial statements for 2023-24 are attached to this report.
Statement of Comprehensive Income |
2023-24 Budget $000s |
2023-24 Actual $000s |
Variation $000s |
202-23 Actual $000s |
Total Income |
3 095 |
3 526 |
431 |
2 980 |
Total Expenses |
3 095 |
3 649 |
(554) |
2 936 |
Net Result |
0 |
(123) |
(123) |
44 |
Total Comprehensive Result |
0 |
(123) |
(123) |
44 |
Statement of Financial Position |
2023-24 Budget $000s |
2023-24 Actual $000s |
Variation $000s |
2022-23 Actual $000s |
Current assets |
1 331 |
1 161 |
170 |
1 331 |
Non-current assets |
0 |
- |
0 |
|
Total assets |
1 331 |
1 161 |
170 |
1 331 |
Current liabilities |
501 |
367 |
134 |
501 |
Non-current liabilities |
330 |
417 |
(87) |
330 |
Total liabilities |
831 |
784 |
47 |
831 |
Net assets |
500 |
377 |
123 |
500 |
Equity |
500 |
377 |
123 |
500 |
The following is a summary of external consultants who have been engaged by the agency, the nature of work undertaken, and the actual payments made for the work undertaken during the financial year.
Consultancies | Purpose | $ Actual payment |
NIL |
Consultancies | Purpose | $ Actual payment |
Aerial Consultancy Pty Ltd | Industry Engagement Consultancy | $41 750 |
Total | $41 750 |
See also the Consolidated Financial Report of the Department of Treasury and Finance for total value of consultancy contracts across the South Australian Public Sector.
The following is a summary of external contractors that have been engaged by the agency, the nature of work undertaken, and the actual payments made for work undertaken during the financial year.
Contractors |
Purpose |
$ Actual payment |
NIL |
Contractors |
Purpose |
$ Actual payment |
HAYS Specialist Recruitment |
Strategic project work |
$19 437 |
| Randstad Pty Ltd | SATA project work |
$18 951 |
| Nous Group | Workshop support documents | $24 000 |
| Movers & Shakers | Award evaluator services | $13 636 |
| Click Films Pty Ltd | 2023 SATA Award videos | $11 650 |
| Total | $87 674 |
The details of South Australian Government-awarded contracts for goods, services, and works are displayed on the SA Tenders and Contracts website. View the agency list of contracts.
The website also provides details of across government contracts.
| Category/nature of fraud | Number of instances |
|---|---|
| Nil | 0 |
NB: Fraud reported includes actual and reasonably suspected incidents of fraud.
During the reporting period an external risk management agency was contracted to undertake analysis of the strategic risks of the Commission including via consultation with Commission members. Results of the analysis and mitigation strategies were handed down following this and were used to inform strategic risk management practice over 2023-24.
The Department has risk-based strategies in place to control and prevent fraud. The Skills Commission’s processes comply with these policies.
Number of occasions on which public interest information has been disclosed to a responsible officer of the agency under the Public Interest Disclosure Act 2018:
0
Note: Disclosure of public interest information was previously reported under the Whistleblowers Protection Act 1993 and repealed by the Public Interest Disclosure Act 2018 on 1/7/2019.
NIL
The Carers’ Recognition Act 2005 is deemed applicable for Department for Education.
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 noncompliance with section 6.
Please refer to the Department for Education’s Annual Report.
Complaint categories | Sub-categories | Example | Number of Complaints 2023-24 |
|||
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency | 0 |
|||
Professional behaviour | Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 0 |
|||
Professional behaviour | Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge | 0 |
|||
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 0 |
|||
Communication | Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly | 0 |
|||
Service delivery | Systems/technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design | 0 |
|||
Service delivery | Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities | 0 |
|||
Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 0 |
|||
Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given | 0 |
|||
Policy | Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer | 0 |
|||
Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose | 0 |
|||
Service quality | Access to information | Information difficult to understand, hard to find or difficult to use; not plain English | 0 |
|||
Service quality | Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met | 0 |
|||
Service quality | Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness | 0 |
|||
Service quality | Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations | 0 |
|||
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 0 |
|||
Total | 0 |
Additional Metrics |
Total |
Number of positive feedback comments |
N/A |
Number of negative feedback comments |
|
Total number of feedback comments |
|
% complaints resolved within policy timeframes |
Compliance Statement
| South Australian Skills Commission is compliant with Premier and Cabinet Circular 039 – complaint management in the South Australian public sector. | Y | ||
| South Australian Skills Commission has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees. | Y |