Team features

Social support team

The Social Support Team is located in the National Office in Canberra and is staffed by a team of three investigation officers, headed by a Senior Assistant Ombudsman. Their collective knowledge and practical experience equates to approximately 35 years of working for social welfare agencies.

The Social Support Team was established in 2001 following identification of the need to establish a small team of specialist analysts to consider systemic issues arising in the delivery of social support programs, particularly those developed and administered by the Department of Family and Community Services (FACS), Centrelink and the Child Support Agency (CSA). Complaints received about Centrelink and the CSA account for nearly 60% of all complaints received by the Ombudsman.

Since 2001, the Social Support Team has been responsible for investigating complex or common theme complaints, providing advice and guidance to investigation staff nationally throughout the office and conducting statistical analysis of complaint data and complaint trend assessment. When required, the Social Support Team assumes responsibility for complex investigations originating in other offices and provides feedback to staff about achieved outcomes.

Being based in Canberra, the Social Support Team is able to take advantage of its close proximity to the national offices of FACS, Centrelink and the CSA, and meet regularly with senior staff to discuss complaint issues and trends. This interaction has proved beneficial from the viewpoint of negotiating complaint remedies and reducing the potential impact of some systemic complaint issues. The Social Support Team sees value in the ability to have open and frank discussions about complaint matters and finds direct and regular contact with senior agency officials the key to achieving results.

The Team also works on the Ombudsman's own motion investigations relating to social support programs. The result of one such investigation during 2003–04, was the publication of a major study into the CSA's administration of change of assessment decisions made on the basis of parent's income, earning capacity, property and financial resources. This own motion investigation is reported on in the 'Promoting good administration' chapter.

Further information in Chapter 5.