Chapter 1
Ombudsman's review
complaints
In 2008–09 we received 45,719 approaches and complaints, 14% more than last year. The number of approaches and complaints about agencies within the Ombudsman's jurisdiction (19,412) decreased slightly from 2007–08, when we had recorded a 9% increase from 2006–07. This year there was a 30% increase in the number of complaints about matters outside our jurisdiction and requests for information. This was the third consecutive year in which there was a substantial increase in these types of approaches.
During the year we dealt with approaches and complaints about more than 120 Australian Government agencies. We investigated 5,233 separate complaints, compared to 4,700 in 2007–08. Some agency error or deficiency was identified in 10% of the complaints investigated, compared to 8% last year. We also identified one or more remedies in 74% of the complaints investigated, almost the same as last year.
Our timeliness in closing all approaches and complaints, and investigated complaints, decreased from last year. However, there was a substantial reduction in the number of open complaints at the end of 2008–09, compared to the previous financial year.
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