Team features

defence team

The Commonwealth Ombudsman is also the Defence Force Ombudsman (DFO), a function conferred in 1983. The role of the DFO is to investigate complaints from serving and former members of the Australian Army, Navy and Air Force. This is different from the standard role of the Commonwealth Ombudsman, which does not include investigation of complaints arising from employment-related matters in the Australian Public Service.

The DFO's responsibility includes investigation of complaints arising from decisions in relation to postings, payment of allowances and discharge action and extends to the provision of compensation, pensions and support services. The principal agencies within the DFO's jurisdiction are the Department of Defence, the Defence Housing Authority and the Department of Veterans' Affairs (DVA).

The Defence Team is located in Canberra and comprises three investigation staff. The Team investigates the more complex complaints received by the DFO. Ombudsman staff in offices throughout Australia investigate straightforward complaints received in their geographical location.

Team members meet regularly with representatives from the Department of Defence's Complaint Resolution Agency to discuss current issues arising from complaints and to develop and implement strategies to improve the effectiveness of complaint investigation by both agencies. Regular liaison with key contacts in DVA, the Department of Defence and the armed forces also helps the Defence Team to maintain up-to-date knowledge of legislation and procedures that may result in complaints. The Defence Team is better placed as a result to provide advice and backup to other Ombudsman staff throughout Australia.

We are currently working closely with the Complaint Resolution Agency and the Inspector-General of the Australian Defence Force, to look at the nature of complaints coming through to our office and more effective means of resolving complaints. This should result in faster responses and better service to complainants, and hopefully less bureaucracy in the handling of complaints.

Further information in Chapter 5.