CHAPTER 3Performance report

Output 1—Review of administrative action

1.3—Assessment of feedback received from the public

We apply the same principle to our own operations that we espouse for other Australian Government agencies: specifically, if a person is not satisfied with the way in which we have dealt with the issues they have raised, there is a clear procedure by which they can seek an internal review of the matter.

In November 2006 we revised the way in which we deal with requests for review. This was to ensure that we deal with such requests consistently and with the highest level of integrity and care, and to maximise organisational learning from these requests. The office established a Review Panel, overseen by a Deputy Ombudsman, and comprising Senior Assistant Ombudsmen and a number of senior, experienced investigation staff. The Deputy Ombudsman considers each request for review. If a decision is made that a review should be undertaken, the Deputy Ombudsman allocates it to a member of the Review Panel, who is more senior to the initial investigation officer, and who was not directly involved in the handling of the original complaint.

Information on the internal review process offered by the office is available on our website and included in correspondence and other communication with complainants. If a person requests a review when they are notified by telephone of an intended investigation conclusion, we print out a ‘request for review’ form and send it to them. If they are unable to articulate their concerns clearly, we assist them to fill in the form.

In the reporting period we received 205 requests for internal review, more than twice as many requests as were received in 2005–06. We finalised 196 reviews during the year: some were carried over from 2005–06 (Table 3.5). Of the finalised reviews, the original outcome was affirmed in 157 reviews (80%). This was almost the same percentage as last year (85%) and the same as in 2004–05. The office decided to conduct additional investigation after 33 reviews and to change its decision on the original complaint in four reviews. Two reviews were withdrawn by the complainant.

Of the 196 reviews finalised, 87% related to decisions or actions of an officer in the course of complaint investigations. The main reasons expressed by complainants for seeking a review were that they believed the decision we made or advice we offered was wrong or that we failed to address or misunderstood the complaint issue.