CHAPTER 9 | challenges in complaint handling

The technological dimension to complaint handling

When the Ombudsman's office was established in 1977, it was customary at the time for a paper file repository to be maintained of all complaints received and information on how they were handled. Since the late 1990s, the office has increasingly computerised its complaints management and record keeping, using databases in all aspects of its operations.

In late 2001, a new complaints management system was introduced—the Commonwealth Ombudsman Information System, known as COMBi. COMBi was developed especially for the office and complements, rather than replaces, paper file records. All complaints are registered in COMBi as they are received. Each complaint is allocated an automatically generated identifying number, and the database enables investigation staff to record all relevant information about the handling of a complaint. This includes personal details of the complainant, details of the agency and issues complained about, actions taken by the investigator, and conclusions reached.

The primary use of COMBi is to record, search and retrieve complaint information. This database is also used in a number of other ways to facilitate the work of the office. COMBi enables case records to be transferred efficiently around the office, such as from a State office to a specialist team in Canberra. It also helps staff to manage complaints by reminding them when action is due or overdue. COMBi allows supervisors to check on the workload of investigation staff in order to maintain high standards of timeliness and decision making. Senior managers are able to access COMBi for data on trends in the number and nature of complaints over time. This can assist in managing resource allocation across the office, and in identifying areas of public administration that require attention from the Ombudsman in the form of an own motion investigation.

'… access COMBi for data on trends in the number and nature of complaints over time.'

COMBi is used to inform the strategic direction of the office. For example, during 2003–04 we examined the postcodes of complainants to identify the regional areas from which we were receiving complaints. In the light of this information, we decided to improve outreach to regional areas and received additional funding for this purpose in the 2004–05 Budget.

Information extracted from COMBi is also used outside the office. We provide consolidated statistical data throughout the year to agencies about which we receive the most complaints, such as Centrelink, the Australian Taxation Office (ATO) and the Department of Immigration and Multicultural and Indigenous Affairs (DIMIA). This data includes the number of complaints received, the issues raised and complaint outcomes. The information helps agencies to identify areas where there may be problems in their administration or internal complaint-handling processes.

Other bodies often call on us to assemble profile information on the complaints received by the office. In 2003–04 we provided information to parliamentary inquiries examining the governance of Norfolk Island, the Medicare safety net, the exercise of safety net discretionary powers by the Minister for Immigration, and to the Senate Estimates Committee. COMBi was also used to provide information to the Treasury inquiry into self-assessment; to the Inspector-General of Taxation's review of the ATO's small business debt collection practices; and to the Australian National Audit Office for its review into the ATO's administration of the Australian Business Number (ABN) system.

Information is entered into COMBi by Ombudsman staff around Australia. There is a heavy reliance on the accuracy and professionalism of their work in doing so. A matter of increasing concern within the office was that if the process of data entry was too complex, the quality and timeliness of the input would suffer. To address this concern we decided during the year that problems with data entry and the 'usability' of the system required that we consider alternative databases. We have decided to replace COMBi with a more 'user friendly' system, which will help to streamline work practices. Work on a new complaints management system to replace COMBi is well advanced. The move to the new system has given rise to an unforeseen expense of $195,000 in 2003–04. Chapter 10 provides further information on the technical aspects of COMBi.