Members of the Australian Defence Force can look forward to improved complaint handling, as a result of a Joint Review of the ADF’s Redress of Grievance process conducted by the Department of Defence and the Office of the Commonwealth Ombudsman.

The Review was initiated in August 2004 by General Peter Cosgrove, Chief of the Defence Force, and Professor John McMillan, Commonwealth Ombudsman.

‘While in recent years the ADF has made many advances in processing complaints submitted by its members, it was obvious that there was scope for greater reform – particularly in reducing the time taken to resolve complaints,’ General Cosgrove said.

‘The review is now complete and I am confident that ADF members will shortly notice a marked improvement in complaint handling turnaround.’

The Ombudsman noted that a joint review of this kind recognised that effective complaint handling was a blend of internal and external controls.

Professor McMillan said ‘Complaint handling will only be effective if an organisation is fully committed to resolving disputes efficiently, professionally and promptly.

‘In doing so it is also necessary to have regard to best practice and to the experience of other agencies.’

Staff from the Ombudsman’s office and Defence jointly conducted the review and the team sought input from many ADF members, including some of those who had lodged complaints. The submissions gave the review team valuable insight into the issues affecting complainants. The ADF redress of grievance system is a formal complaint handling process that is underpinned by Defence legislation, which will be amended to enhance the process.

The Ombudsman and the CDF have supported the recommendations from the Review. These include recommendations to ensure appropriate staffing levels within the ADF’s Complaint Resolution Agency, provide further training for investigation officers, improve management information systems, introduce performance management and reporting standards, and to seek changes to the legislation and policies on complaint handling. Additional resources have already been allocated as an interim measure to reduce the existing backlog of complaints. Action is also under way to consolidate the areas in the Department responsible for complaint handling.

‘The Review has demonstrated the advantages of cooperation between the ADF and the Ombudsman’s office in finding solutions that benefit ADF members,’ General Cosgrove said.

‘They can expect to see more responsive and effective handling of their complaints as the new processes are implemented.

‘I can assure ADF members that their complaints will continue to be handled thoroughly and impartially and in a shorter timeframe.’

The recommendations of the Joint Review of the ROG processes were developed after extensive consultation within the ADF and a review of the recommendations of earlier studies. The report of the Review has been sent to the Senate committee currently conducting an inquiry into the Effectiveness of Australia’s Military Justice System.

Media contact

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Download the report: ADF Complaint Handling Fast Tracked

Date of release: 27 April 2005