ACT Ombudsman - Annual Report 2009-2010 - Appendix 1
Appendix 1 - Statistics
Explanations of terms used in Table A1
- Approaches/complaints finalised
- approaches/complaints finalised in 2009–10, including some complaints carried over from previous years
- Approaches/complaints received
- approaches/complaints received in 2009–10
- Category 1 approaches
- resolved without investigation, outcomes include decisions not to investigate and referrals to appropriate agency or authority
- Category 2 approaches
- approaches that cannot be resolved at category 1 and require further internal enquiries/research or more information from the complainant, resolved without contacting the agency
- Category 3 approaches
- investigation conducted and agency contacted
- Category 4 approaches
- further investigation conducted, as the complaint/approach was not able to be resolved in category 3
- Category 5 approaches
- further investigation conducted, as the complaint/approach was not able to be resolved in category 4; involves formal reporting processes
- Remedies
- complaints can contain a number of issues, each requiring separate investigation and possibly resulting in a number of different remedies
Table A1: Approaches and complaints received and finalised about ACT Government agencies, 2009–10, Ombudsman Act 1989 (ACT) (including freedom of information).
| Agency | Received | Finalised | Remedies | ||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Total | No Investigation | Investigated | Action expedited | Apology | Decision changed or reconsidered | Disciplinary action | Explanation | Financial remedy | Law, policy or practice changed | Other non-financial remedy | Remedy provided by agency without Ombudsman intervention | Total | |||||
| Category 1 | Category 2 | Category 3 | Category 4 | Category 5 | Total | ||||||||||||
| ACT Civil and Administrative Tribunal | 3 | 2 | 1 | 1 | 4 | 1 | 1 | ||||||||||
| ACT Corrective Services | 151 | 84 | 20 | 37 | 3 | 144 | 2 | 9 | 4 | 15 | |||||||
| ACT Department of Justice and Community Safety | 2 | ||||||||||||||||
| ACT Emergency Services Agency | 7 | 4 | 1 | 1 | 6 | ||||||||||||
| ACT Health | 11 | 10 | 1 | 11 | |||||||||||||
| ACT Land Development Agency | 1 | 1 | 1 | ||||||||||||||
| ACT Magistrates Court and Tribunals | 1 | 1 | 1 | ||||||||||||||
| ACT Office of Regulatory Services | 26 | 12 | 15 | 5 | 32` | 1 | 1 | ||||||||||
| ACT Planning and Land Authority | 27 | 12 | 7 | 5 | 24 | 1 | 1 | ||||||||||
| ACT Policing | 1 69 | 104 | 44 | 12 | 10 | 1 70 | 3 | 2 | 1 | 8 | 1 | 15 | |||||
| ActewAGL | 11 | 4 | 4 | 1 | 9 | 1 | 1 | ||||||||||
| ACTION | 6 | 3 | 1 | 4 | |||||||||||||
| Canberra Institute of Technology | 6 | 2 | 1 | 3 | |||||||||||||
| Chief Minister’s Department | 3 | 2 | 3 | 5 | |||||||||||||
| Department of Education and Training | 13 | 10 | 1 | 3 | 14 | ||||||||||||
| Department of Territory and Municipal Services | 58 | 24 | 17 | 11 | 1 | 53 | 1 | 1 | 3 | 1 | 6 | ||||||
| Department of Treasury | 18 | 11 | 4 | 2 | 17 | 1 | 1 | ||||||||||
| Director of Public Prosecutions | 1 | 1 | 1 | ||||||||||||||
| Housing ACT | 106 | 61 | 16 | 22 | 4 | 103 | 7 | 2 | 2 | 7 | 7 | 1 | 26 | ||||
| Human Rights Commission | 1 | 1 | 1 | ||||||||||||||
| Legal Aid Commission of the ACT | 8 | 6 | 3 | 9 | |||||||||||||
| Office for Children, Youth and Family Support | 26 | 9 | 16 | 1 | 26 | ||||||||||||
| Office of the Public Advocate of the ACT | 2 | 1 | 1 | ||||||||||||||
| Public Trustee for the ACT | 10 | 3 | 3 | 5 | 11 | 1 | 1 | ||||||||||
| Roads ACT | 5 | 2 | 1 | 2 | 5 | 1 | 1 | 2 | |||||||||
| Supreme Court of the ACT | 1 | ||||||||||||||||
| University of Canberra | 3 | 1 | 3 | 1 | 5 | ||||||||||||
| Total | 676 | 367 | 166 | 109 | 18 | - | 660 | 11 | 6 | 4 | 1 | 32 | 12 | 2 | 1 | 1 | 70 |