CHAPTER 1 | year in review

KEY ACTIVITIES FOR 2003–04

• The Australian Government recognised the role of the Ombudsman, allocating increased funding in the 2004–05 Budget to establish new roles for the office, expand delivery of Ombudsman services in regional and remote areas, and improve oversight of surveillance devices.
  
  
• Four own motion investigation reports were released, with 31 recommendations accepted by agencies and one not accepted; the Ombudsman decided not to take this matter further.
  
  
• A comprehensive review of the office's complaints management system and internal work practices was conducted, providing a strong basis for initiating improvements to achieve better integrated and streamlined work practices.
  
  
• The office's internal complaint investigation guidelines were reviewed to update and adapt them for online use in the new complaints management system environment.
  
  
• Ombudsman staff and representatives from a number of other agencies, State Ombudsman offices and AusAID-sponsored participants attended the office's two investigation courses: a three-day Introductory Investigations Training Course in August 2003 and a five-day Advanced Investigations Training Course in March 2004.
  
  
• The office hosted several study tours of senior-level overseas delegations and visits of representatives from other countries.
  
  
• A satisfaction survey of a random selection of complainants was conducted.
  
  
• A range of policies and guidelines for human resource activities was developed and adopted, including a Conflict of Interest Policy, Occupational Health and Safety Policy and Guidelines, Work Level Standards, a Performance Management Program, and guidelines for study assistance, leave and salary packaging.
  
  
• A new two-year Certified Agreement was endorsed by 95% of employees who voted.

At the same time, however:

• We had to replace our complaints management system after a relatively short time, writing off $195,000 worth of this asset.
  
  
• The continued pressure on staff, particularly from the volume of more complex complaint issues, has had to be addressed through improved work practices and more quality control.
  
  
• The consequences of the almost simultaneous departure of the Ombudsman and Deputy Ombudsman late in 2002–03 were still being felt, with some key matters delayed.