ACT Ombudsman releases 2005-06 annual report

The ACT Ombudsman, Prof. John McMillan, has released his seventeenth annual report. The report documents the work of the Ombudsman’s office during the year across a range of areas on the handling of complaints about ACT Government agencies and ACT Policing.

Highlights include:

• handling 865 approaches and complaints received
• finalising 522 approaches and complaints about ACT Government agencies and 419 about ACT Policing
• creating the Public Contact Team to more efficiently manage approaches to the office
• implementing new work practices, including a five-tiered structure for categorising and responding to complaints, and a comprehensive online work practice manual
• rolling out a new complaints management system.

The office dealt with complaints from ACT residents seeking assistance on matters such as building applications, public housing, vehicle registration, child protection and policing. The majority of complaints received were about Housing ACT (105), ACT Corrective Services (97), and ACT Policing (353).

There was an 11% decrease in the number of approaches and complaints handled in 2005-06 compared to the previous year. This decrease was mainly due to a reduction in complaints about ACT Policing.

The report discusses complaint themes, with case studies illustrating how the Ombudsman’s office dealt with individual complaints and systemic issues. Some of the issues looked at relating to ACT Government agencies were confidentiality of communications, clarity of procedures, and timely responses; and use of excessive force, detention of minors and the response priority model in ACT Policing.

The office also launched a new ACT Ombudsman website during the year. The new website has improved content and enhanced search facilities, including an improved online complaint form.

“I look forward to discharging the Ombudsman role in the ACT in the coming year and to being an active part of the ACT system for resolving the difficulties and problems that people experience with government”, Prof. McMillan said.

The full text of the ACT Ombudsman’s annual report is available online at www.ombudsman.act.gov.au. For further information, a hard copy of the report or to arrange an interview with the ACT Ombudsman, Prof. John McMillan, contact:

For further information contact:
Elizabeth Courtney-Frost
Director, Public Affairs
Phone: 02 6276 0133
Email: ombudsman@ombudsman.gov.au