A new agreement between the Commonwealth Ombudsman and the Northern Territory (NT) Ombudsman means that people in the NT can now complain to either Ombudsman about unresolved problems with government decision making without needing to know which level of government is responsible.

The Memorandum of Understanding (MOU) seeks to address uncertainty about which agency a person should approach for help, particularly in relation to the Northern Territory Emergency Response (NTER) and other Indigenous programs in the NT.

Commonwealth Ombudsman Professor John McMillan today said that the way Indigenous programs and services in the NT were delivered and managed through local, territory and federal agencies was complex and not easily understood by the public. This was a particular challenge for people living in remote Indigenous communities.

‘It is essential that people have access to an independent complaint service if things go wrong and that they do not face additional barriers if they do not know which level of government has responsibility for a program,’ Professor McMillan said.

‘It is also important that government agencies are accountable for their decisions and actions, and programs are properly administered.

‘To be effective, government agencies and Ombudsmen must lessen the jurisdictional obstacles to complaining about program delivery when multiple governments have an interest, in areas like health, housing, education and law enforcement. That’s what this agreement does.’

The Ombudsman for the NT, Ms Carolyn Richards, said that the complex nature of the NTER and other Indigenous programs in the NT required a complementary approach by oversight agencies to ensure effective investigation of complaints and avoid duplication.

‘As a neutral third party, Ombudsmen play a vital safety net role in disputes between government and individuals,’ Ms Richards said.

‘We know that many Indigenous Australians are confused about what and why particular programs have been introduced into their communities, concerned about the impact these programs may have on their communities, unaware that they can complain if they are dissatisfied, or unsure about how or to whom they should complain.

‘It is critical, therefore, that both the Commonwealth Ombudsman and I make it as easy as possible for them to ask for our help, if and when they need it.’

The MOU, which has been signed by Professor McMillan and Ms Richards, commits them to working cooperatively and collaboratively to help ensure that people in the NT have their issues heard and resolved.

For more information about the Ombudsmen or to make a complaint online, visit www.ombudsman.gov.au or www.ombudsman.nt.gov.au. To make enquiries or complaints by telephone, call 1300 362 072 (Commonwealth) or 1800 806 380 (NT).

Media contacts:
Media 02 6276 3759
Julie Carlsen NT Ombudsman’s office 08 89991950

Date of release: 14 December 2009