CHAPTER 1 | year in review

COMPLAINT WORKLOAD

During 2003–04, the Ombudsman received a total of 17,496 complaints, a decrease of 12% on the previous year. Decreases in the number of complaints received were experienced in most areas, with significant decreases in complaints about the Department of Immigration and Multicultural and Indigenous Affairs, the Child Support Agency, Centrelink and the Australian Taxation Office. There was an increase in complaints about the Department of Transport and Regional Services and the Department of Employment and Workplace Relations.

The decrease in total complaints received is against the trend over the past few years, during which the number of complaints received has been fairly stable. There has, however, been a steady increase in the number of more complex matters. There was also a fall in the number of other approaches to the office such as out-of-jurisdiction matters and requests for information.

This year, the Ombudsman investigated 30% (5,910) of all complaint issues finalised, compared to 29% last year. For complaint issues investigated, agency error or deficiency was identified in 20% (compared to 29% last year), while there was no error or defect identified in 43% (compared to 42% last year).