A trusted expert in fair and just public administration Ombudsman role To investigate complaints about state government agencies local councils and public universities Recommend ways to fix unfair or wrong ID: 597144
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Queensland Ombudsman
A trusted expert in fair and just
public administrationSlide2
Ombudsman
role
To investigate
complaints about state government agencies, local councils and
public universities
Recommend
ways to fix unfair or wrong
decisions
Work with agencies to improve decision-making
An independent
umpire –
not advocate for either complainant or agency
Services are
free and confidentialSlide3
Facts and figures
In 2013-14:
we received 11,995 contacts and other inquiries
f
inalised 6,293 complaints
71 % of complaints were finalised in 10 working days
a
verage
investigation about 55 daysSlide4
Out of
jurisdiction
Members of
Parliament
Decisions of
Ministers/implementation
of Cabinet decisions
Decisions of courts and tribunals
Private businesses (private universities/training providers)
G
overnment-owned corporations
Auditor-General
Mediators/conciliators/Information Commissioner
Crime and Corruption Commission
Police officers (operational decisions)
Legal advisor to State in legal
proceedingsSlide5
Who can make a complaint?
Anyone directly affected by the action or
decision
Community legal centre staff (or any other representative) can make a complaint on someone’s behalf
To assist clients:
w
e have translators
available on
request
w
e are
a National
Relay Service friendly organisationSlide6
Complaint process
Has the client made a complaint to the agency involved?
If not, lodge a complaint via the agency’s complaint management system – see the agency’s website
Ask for internal review with the agency
Still
not
satisfied with
the outcome,
contact
the
Queensland OmbudsmanSlide7
Assessing complaints
All cases received
are assessed.
If they are not
premature
, out of time or out of jurisdiction they
progress
for
investigation.
They
will be assessed (which may
involve
preliminary enquiries
with
the agency) and a decision is made to either decline or investigate
.
If the
complaint is declined, the client will be informed of the reasons why. Slide8
Investigations
Client advised
on
the issues under investigation
and a case plan is prepared
.
Information is gathered
which may include:
obtaining copies of documents from the agency
interviews with agency
officers
site inspections
obtaining legal advice
.
If
we find the agency has acted lawfully and reasonably, we
inform the client
of
our decision and the reasons for the decision.
Also
advise the agency that our investigation has been completed
.
If complaint upheld, recommendations made to agency and client
advised.Slide9
Finding maladministration
If we find the agency was unlawful, unjust or wrong (maladministration),
we will first prepare a proposed report (including proposed opinions and recommendations) and provide it to the agency for comment.
When the response is received, it is taken into account in the preparation of the final report.
Proposed reports and final reports are issued by the Ombudsman.Slide10
Following up recommendations
When a final recommendation is made we ask the agency to confirm it accepts the recommendation.
Once accepted, we write to the agency advising what documents are required as evidence of implementation.
This
will vary depending on the recommendation.
We follow up
to
confirm the recommendation’s implementation.
Depending
on the nature and extent of the recommendation, it can take a long time for some recommendations to be implemented
.
Recommendations may be direct benefit to client or
systemic.Slide11
Contact us
www.ombudsman.qld.gov.au
Phone (07) 3005
7000
Free call 1800 068 908
(outside Brisbane)
ombudsman@ombudsman.qld.gov.au