Part 8: References
Part 8: References
List of figures
Figure 1: Breakdown of the enquiries received by topic area
Figure 2: How ACT complaints were made during 2020–21 compared to the previous financial year
Figure 3: Contacts received under the FOI Act in 2020–21, compared to 2019–20
Figure 4: FOI review requests finalised in 2020–21, compared to 2019–20
Figure 5: Contacts received related to Reportable Conduct in 2020–21, compared to 2019–20
Figure 6: Outcomes reported by organisations—finalised investigations in 2020–21
List of Tables
Table 1: ACT complaints received during 2020–21, compared to the previous 2 financial years
Table 2: ACT complaints received during 2020–21, by agency
Table 3: ACT complaints finalised during 2020–21, compared to the previous 2 financial years
Table 4: Notifications received in 2020–21 by sector and percentage of total notifications received
Table 5: Allegation type for matters finalised in 2020–21 and percentage of all allegations reported
Table 6: Actions taken by organisations—finalised in 2020–21 and percentage of all actions taken
Table 7: Overview of controlled operation inspections
Table 8: Overview of surveillance device inspections
Table 9: Complaints received or finalised by ACT Ombudsman in 2020–21
Table 10: Outcomes of finalised complaint investigations for 2020–21 by agency and by outcome
Glossary
ACAT | ACT Civil and Administrative Tribunal |
ACC | Australian Crime Commission |
ACT | Australian Capital Territory |
ACTCS | ACT Corrective Services |
AFP | Australian Federal Police |
Agencies | Administrative units of ACT Government business |
AMC | Alexander Maconochie Centre |
CMTEDD | Chief Minister, Treasury and Economic Development Directorate |
CSD | Community Services Directorate |
Directorates | Administrative units of ACT Government business |
FOI | Freedom of Information |
JACS | Justice and Community Safety Directorate |
the Office | ACT Ombudsman’s Office |
OOJ | Out of jurisdiction |
PID | Public Interest Disclosure |
Compliance statement
Report on omissions and reasons for non-compliance
The Office of the Commonwealth Ombudsman discharges the role of ACT Ombudsman. The ACT Ombudsman is not required to comply with the Annual Report Directions under the Annual Reports Act, but the Commonwealth Ombudsman is required to act in accordance with the Directions under its Service Agreement with the ACT Government. Because the Office of the Commonwealth Ombudsman discharges the role of ACT Ombudsman, many omitted items are separately reported in the Commonwealth Ombudsman Annual Report 2019–20 available on the Annual Reports webpage at ombudsman.gov.au.
Part | Section | References |
Part 1: Directions overview | ||
Contact Information | 5 | |
Part 2: Annual report requirements | ||
A | Transmittal certificate | 4 |
B | Organisational overview and performance | 9–6 |
Organisational overview | 2–15 | |
Performance analysis | 16-34 | |
Community engagement and support | 27, 32–3, 34 | |
Scrutiny | 34 | |
Risk management, internal audit, fraud prevention, Work Health and Safety, human resources management, and ecological sustainable development | N/A | |
C | Financial management reporting | 34 |
Financial management analysis, financial statements, capital works, asset management, government contracting, and statement of performance | N/A | |
3: Reporting by exception | ||
Notices of non-compliance | 48 | |
Dangerous substances and medicines, poisons and therapeutic goods | N/A | |
Part 4: Annual report requirements for specific reporting entities | ||
Chief Minister, Treasury and Economic Development, Education and Training, Health, Gambling and Racing, Ministerial and Director-General Directions, Public Land Management Plans, Third Party Insurance. | N/A | |
Part 5: Whole-of-Government annual reporting | ||
Bushfire risk management | N/A | |
Freedom of Information | 9, 14, 16, 17, 19, 24–7, 40 | |
Human Rights | 10-11, 40 | |
Territory records | N/A | |
Legal services directions | N/A | |
Part 6: State of the Service | ||
P.2 | Public Interest Disclosure | 41 |
P.3 | Workforce profile | N/A |
Index
abbreviations, 47
Aboriginal and Torres Strait Islander people
ACT Ombudsman engagement with, 34
ACT Policing engagement with, 7, 11–12, 34
AMC detainees, 11
Access Canberra
complaints concerning, 18, 23, 42, 44
engagement with, 21, 23, 33
ACT Aboriginal and Torres Strait Islander Agreement 2019–2028, 11
ACT Civil and Administrative Tribunal, 14
ACT Corrective Services
complaints concerning, 18, 20, 21, 42, 44
engagement with, 21
parole administration, 10–11
see also Alexander Maconochie Centre
ACT Council of Social Services, 34
ACT Directorates see agencies
ACT Electoral Commission, 43, 45
ACT Emergency Services Agency, 42, 44
ACT Government
agencies see agencies; and names of specific agencies
Services Agreement with Commonwealth Ombudsman re ACT Ombudsman, 34
Territory-owned corporations, 43, 45
ACT Human Rights Commission, 21, 34, 43, 45
ACT Integrity Commission
ACT Ombudsman role, 9, 15, 34
complaints concerning, 17, 19, 21, 43
engagement with, 21
public interest disclosure matters, 41
see also Inspector of the ACT Integrity Commission
ACT Judicial Council, 9, 15, 34
Act Law Society, 45
ACT Long Service Leave Authority, 43, 45
ACT Ombudsman
funding and Service Agreement, 34
highlights 2020–21, 2
review by ACT Ombudsman, 7–8
role, 9
see also complaints; complaints handling; investigations; Reportable Conduct scheme
ACT Policing
ACT Ombudsman engagement with, 21, 33
ACT Ombudsman role, 9, 34
complaint management processes, 39
complaints about, 17, 43
complaints finalised, 19, 43, 45
covert and intrusive powers, 7, 14, 35
engagement with ACT Aboriginal and Torres Strait Islander community, 7, 11–12
inspection of records, 14, 35–9
telecommunications data access powers, 7, 12, 37–8
ACT Revenue Office
commercial land valuation decisions, 7, 10
complaints concerning, 24, 42, 44
address and contact details, 5
agencies
complaint outcomes, 20, 42–5
complaint processes (support and training for), 9–10, 12–13, 21, 27
complaint trends and agency engagement, 20–4
complaints finalised, 19, 42–5
complaints received, 17, 18, 42–3
human rights obligations, 40
Alexander Maconochie Centre
Aboriginal and Torres Strait Islander detainees, 11
complaints concerning, 20, 21–2
complaints policy, 40
engagement with, 21, 34
parole issues, 10–11
reports concerning, 7
see also ACT Corrective Services
Annual Reports (Government Agencies) Act 2004, 4
Association of Information Access Commissioners, 27
assumed identities, 14, 39
Australian Federal Police
complaint management processes, 39
Reconciliation Action Plan 2018–2020, 11
telecommunications data access powers, 7, 12
see also ACT Policing
Australian Federal Police Act 1979, 39
Barnardos, 33
Better Practice Complaint Handling Guide, 12
Canberra Health Services, 42, 44
Canberra Institute of Technology, 42, 44
Chief Minister, Treasury and Economic Development Directorate, 18, 42, 44
Child and Youth Protection Services, 13
child protection and safety, 13–14, 33, 39
Child Sex Offenders Register, 39
Children and Young People Act 2008, 13, 14
Children and Young People Oversight Agencies Group, 33
Children and Young Person Commissioner, 33
commercial land valuation decisions, 7, 10
Commonwealth Ombudsman
report on AFP telecommunications data powers, 7, 12
report on implementation of recommendations, 12
Service Agreement re ACT Ombudsman, 34, 48
community engagement, 34 see also stakeholder engagement
Community Services Directorate
complaint management processes, 13, 22
complaints concerning, 18, 42, 44
engagement with, 33
complaints
about agencies, 16, 17, 18, 42–5 see also names of specific agencies
contacts made with ACT Ombudsman’s Office, 16, 18–19
finalised, 2, 19–20, 42–5
outcomes achieved, 20, 44–5
received, 2, 7, 16, 17
trends, 20–4
Complaints Assurance Program, 13
Complaints Education Program, 12–13
complaints handling
ACT Ombudsman role, 9–10
agency processes, 9–10, 12–13, 21, 22, 24, 27, 32
complaint trends and agency engagement, 20–4
education and training, 10, 12–13, 21, 27
own motion investigations, 10–13, 32
performance against service standards, 20
compliance statement, 48
contact and address details, 5
contacts made with ACT Ombudsman’s Office, 16, 18–19
controlled operations, 35–6
corrective services see ACT Corrective Services; Alexander Maconochie Centre
courts and tribunals, 43, 45
covert and intrusive powers (ACT Policing), 7, 14, 35–9
COVID-19 pandemic, 7, 12, 21, 27, 28, 32, 33, 34
Crimes (Assumed Identities) Act 2009, 14, 39
Crimes (Child Sex Offenders) Act 2005, 14, 35, 39
Crimes (Controlled Operations) Act 2008, 14, 35
Crimes (Surveillance Devices) Act 2010, 14, 35, 37
dangerous dogs, 23
detainees see ACT Corrective Services; Alexander Maconochie Centre
Director of Public Prosecutions, 43, 45
Directorates see agencies; and names of specific agencies
Education Directorate, 33, 42, 44
education programs, 10, 12–13, 21, 27, 33 see also stakeholder engagement
enquiries, 2, 16
Environment Planning and Sustainable Development Directorate, 42, 44
financial management, 34
freedom of information
access applications, 40
ACT Ombudsman role, 9, 14
charges and application fees, 40
complaints concerning, 17, 19, 24–5
contacts, 24–5
decisions published, 27
engagement activities, 27
enquiries, 16, 24–5
funding to perform FOI functions, 34
open access information, 40
open access monitoring strategy, 27
performance against service standards, 26
reviews, 2, 25–6
Freedom of Information Act 2016, 14
Health Directorate, 42, 44
highlights 2020–21, 2
Housing ACT
complaint management processes, 13, 22
complaints concerning, 18, 22, 42, 44
engagement with, 21
human rights, 10–11, 40
Human Rights Act 2004, 40
Icon Water, 43, 45
information sharing, 33 see also publications
inspections (ACT Policing), 14, 35–9
Inspector of the ACT Integrity Commission, 15, 16, 17, 19, 34, 40 see also ACT Integrity Commission
Integrity Commission Act 2018, 15
International Access to Information Day, 27
investigations, 10–13, 32 see also complaints handling
judges and magistrates, examination of complaints about see ACT Judicial Council
Judicial Commissions Act 1994, 15 see also ACT Judicial Council
Justice and Community Safety Directorate, 11, 18, 21, 42, 44
Justice and Community Safety Standing Committee, 34
land valuation decisions, 7, 10
Legal Aid ACT, 43, 45
Legislative Assembly, 43, 45
letter of transmittal, 4
magistrates and judges, examination of complaints about see ACT Judicial Council
Manthorpe, Michael, retirement, 8
National Office for Child Safety, 33
National Preventative Mechanisms, 21
Office of Fair Trading, 14
Office of the Commonwealth Ombudsman see Commonwealth Ombudsman
Officer of the Legislative Assembly, 43, 45
Ombudsman Act 1989, 13, 29 see also complaints handling; Reportable Conduct scheme
omissions and reasons for non-compliance, 48
open access information, 40 see also publications
open access monitoring strategy (FOI), 27
Optional Protocol to the Convention Against Torture and Other Cruel, Inhuman or Degrading Treatment or Punishment, 21
organisational overview, 9–15
own motion investigations, 10–12, 32
parole administration, 10–11
performance against service standards
complaints handling, 20
freedom of information, 26
Reportable Conduct scheme, 30
performance analysis, 16–34
police see ACT Policing; Australian Federal Police
practice guides, 12, 29, 32, 33
prescribed authorities, 18, 43, 45
prison and detainees see ACT Corrective Services; Alexander Maconochie Centre
Prisoner’s Aid, 34
public administration, complaints about see complaints; complaints handling
Public Advocate, 33
Public Interest Disclosure Act 2012, 41
Public Interest Disclosure Scheme, 41
Public Trustee and Guardian for the ACT, 43, 45
publications
open access information, 40
practice guides, 12, 29, 32, 33
reports issued, 7, 10–12
reconciliation action plans, 11
report on omissions and reasons for non-compliance, 48
report recommendations, implementation of, 12
Reportable Conduct scheme
ACT Ombudsman role, 9, 13–14
allegation investigations and outcomes, 30–1
allegation types, 29–30
cases finalised, 29–30
complaints finalised, 19
complaints received, 17, 28, 31–2
contacts received, 28–9
enquiries about, 16
funding, 34
information sharing, 33
monitoring and feedback, 32
notifications, 2, 28–9
organisations covered, 13
performance against service standards, 30
stakeholder engagement, 32–3
reports issued see publications
Royal Commission into Aboriginal Deaths in Custody (1991), 11
scrutiny, 34
Sentence Administration Board, 10, 11
sentence management (justice), 10–11 see also ACT Corrective Services
Service Agreement (ACT Government and Commonwealth Ombudsman), 34
social housing see Housing ACT
stakeholder engagement, 27, 32–3, 34 see also education programs
Standing Committee on Public Accounts, 34
surveillance devices, 37–8
Telecommunications (Interception and Access) Act 1979 (Cth), 10, 12
telecommunications data access powers, 7, 12, 37–8
timeliness
notification assessment, 30
notification reporting, 29
transmittal certificate, 4
Transport Canberra and City Services
complaint management processes, 24
complaints concerning, 23, 43, 45
tribunals, 43, 45
University of Canberra, 42, 44
website address, 5
whole-of-government reporting, 40
abbreviations, 47
Aboriginal and Torres Strait Islander people
ACT Ombudsman engagement with, 34
ACT Policing engagement with, 7, 11–12, 34
AMC detainees, 11
Access Canberra
complaints concerning, 18, 23, 42, 44
engagement with, 21, 23, 33
ACT Aboriginal and Torres Strait Islander Agreement 2019–2028, 11
ACT Civil and Administrative Tribunal, 14
ACT Corrective Services
complaints concerning, 18, 20, 21, 42, 44
engagement with, 21
parole administration, 10–11
see also Alexander Maconochie Centre
ACT Council of Social Services, 34
ACT Directorates see agencies
ACT Electoral Commission, 43, 45
ACT Emergency Services Agency, 42, 44
ACT Government
agencies see agencies; and names of specific agencies
Services Agreement with Commonwealth Ombudsman re ACT Ombudsman, 34
Territory-owned corporations, 43, 45
ACT Human Rights Commission, 21, 34, 43, 45
ACT Integrity Commission
ACT Ombudsman role, 9, 15, 34
complaints concerning, 17, 19, 21, 43
engagement with, 21
public interest disclosure matters, 41
see also Inspector of the ACT Integrity Commission
ACT Judicial Council, 9, 15, 34
Act Law Society, 45
ACT Long Service Leave Authority, 43, 45
ACT Ombudsman
funding and Service Agreement, 34
highlights 2020–21, 2
review by ACT Ombudsman, 7–8
role, 9
see also complaints; complaints handling; investigations; Reportable Conduct scheme
ACT Policing
ACT Ombudsman engagement with, 21, 33
ACT Ombudsman role, 9, 34
complaint management processes, 39
complaints about, 17, 43
complaints finalised, 19, 43, 45
covert and intrusive powers, 7, 14, 35
engagement with ACT Aboriginal and Torres Strait Islander community, 7, 11–12
inspection of records, 14, 35–9
telecommunications data access powers, 7, 12, 37–8
ACT Revenue Office
commercial land valuation decisions, 7, 10
complaints concerning, 24, 42, 44
address and contact details, 5
agencies
complaint outcomes, 20, 42–5
complaint processes (support and training for), 9–10, 12–13, 21, 27
complaint trends and agency engagement, 20–4
complaints finalised, 19, 42–5
complaints received, 17, 18, 42–3
human rights obligations, 40
Alexander Maconochie Centre
Aboriginal and Torres Strait Islander detainees, 11
complaints concerning, 20, 21–2
complaints policy, 40
engagement with, 21, 34
parole issues, 10–11
reports concerning, 7
see also ACT Corrective Services
Annual Reports (Government Agencies) Act 2004, 4
Association of Information Access Commissioners, 27
assumed identities, 14, 39
Australian Federal Police
complaint management processes, 39
Reconciliation Action Plan 2018–2020, 11
telecommunications data access powers, 7, 12
see also ACT Policing
Australian Federal Police Act 1979, 39
Barnardos, 33
Better Practice Complaint Handling Guide, 12
Canberra Health Services, 42, 44
Canberra Institute of Technology, 42, 44
Chief Minister, Treasury and Economic Development Directorate, 18, 42, 44
Child and Youth Protection Services, 13
child protection and safety, 13–14, 33, 39
Child Sex Offenders Register, 39
Children and Young People Act 2008, 13, 14
Children and Young People Oversight Agencies Group, 33
Children and Young Person Commissioner, 33
commercial land valuation decisions, 7, 10
Commonwealth Ombudsman
report on AFP telecommunications data powers, 7, 12
report on implementation of recommendations, 12
Service Agreement re ACT Ombudsman, 34, 48
community engagement, 34 see also stakeholder engagement
Community Services Directorate
complaint management processes, 13, 22
complaints concerning, 18, 42, 44
engagement with, 33
complaints
about agencies, 16, 17, 18, 42–5 see also names of specific agencies
contacts made with ACT Ombudsman’s Office, 16, 18–19
finalised, 2, 19–20, 42–5
outcomes achieved, 20, 44–5
received, 2, 7, 16, 17
trends, 20–4
Complaints Assurance Program, 13
Complaints Education Program, 12–13
complaints handling
ACT Ombudsman role, 9–10
agency processes, 9–10, 12–13, 21, 22, 24, 27, 32
complaint trends and agency engagement, 20–4
education and training, 10, 12–13, 21, 27
own motion investigations, 10–13, 32
performance against service standards, 20
compliance statement, 48
contact and address details, 5
contacts made with ACT Ombudsman’s Office, 16, 18–19
controlled operations, 35–6
corrective services see ACT Corrective Services; Alexander Maconochie Centre
courts and tribunals, 43, 45
covert and intrusive powers (ACT Policing), 7, 14, 35–9
COVID-19 pandemic, 7, 12, 21, 27, 28, 32, 33, 34
Crimes (Assumed Identities) Act 2009, 14, 39
Crimes (Child Sex Offenders) Act 2005, 14, 35, 39
Crimes (Controlled Operations) Act 2008, 14, 35
Crimes (Surveillance Devices) Act 2010, 14, 35, 37
dangerous dogs, 23
detainees see ACT Corrective Services; Alexander Maconochie Centre
Director of Public Prosecutions, 43, 45
Directorates see agencies; and names of specific agencies
Education Directorate, 33, 42, 44
education programs, 10, 12–13, 21, 27, 33 see also stakeholder engagement
enquiries, 2, 16
Environment Planning and Sustainable Development Directorate, 42, 44
financial management, 34
freedom of information
access applications, 40
ACT Ombudsman role, 9, 14
charges and application fees, 40
complaints concerning, 17, 19, 24–5
contacts, 24–5
decisions published, 27
engagement activities, 27
enquiries, 16, 24–5
funding to perform FOI functions, 34
open access information, 40
open access monitoring strategy, 27
performance against service standards, 26
reviews, 2, 25–6
Freedom of Information Act 2016, 14
Health Directorate, 42, 44
highlights 2020–21, 2
Housing ACT
complaint management processes, 13, 22
complaints concerning, 18, 22, 42, 44
engagement with, 21
human rights, 10–11, 40
Human Rights Act 2004, 40
Icon Water, 43, 45
information sharing, 33 see also publications
inspections (ACT Policing), 14, 35–9
Inspector of the ACT Integrity Commission, 15, 16, 17, 19, 34, 40 see also ACT Integrity Commission
Integrity Commission Act 2018, 15
International Access to Information Day, 27
investigations, 10–13, 32 see also complaints handling
judges and magistrates, examination of complaints about see ACT Judicial Council
Judicial Commissions Act 1994, 15 see also ACT Judicial Council
Justice and Community Safety Directorate, 11, 18, 21, 42, 44
Justice and Community Safety Standing Committee, 34
land valuation decisions, 7, 10
Legal Aid ACT, 43, 45
Legislative Assembly, 43, 45
letter of transmittal, 4
magistrates and judges, examination of complaints about see ACT Judicial Council
Manthorpe, Michael, retirement, 8
National Office for Child Safety, 33
National Preventative Mechanisms, 21
Office of Fair Trading, 14
Office of the Commonwealth Ombudsman see Commonwealth Ombudsman
Officer of the Legislative Assembly, 43, 45
Ombudsman Act 1989, 13, 29 see also complaints handling; Reportable Conduct scheme
omissions and reasons for non-compliance, 48
open access information, 40 see also publications
open access monitoring strategy (FOI), 27
Optional Protocol to the Convention Against Torture and Other Cruel, Inhuman or Degrading Treatment or Punishment, 21
organisational overview, 9–15
own motion investigations, 10–12, 32
parole administration, 10–11
performance against service standards
complaints handling, 20
freedom of information, 26
Reportable Conduct scheme, 30
performance analysis, 16–34
police see ACT Policing; Australian Federal Police
practice guides, 12, 29, 32, 33
prescribed authorities, 18, 43, 45
prison and detainees see ACT Corrective Services; Alexander Maconochie Centre
Prisoner’s Aid, 34
public administration, complaints about see complaints; complaints handling
Public Advocate, 33
Public Interest Disclosure Act 2012, 41
Public Interest Disclosure Scheme, 41
Public Trustee and Guardian for the ACT, 43, 45
publications
open access information, 40
practice guides, 12, 29, 32, 33
reports issued, 7, 10–12
reconciliation action plans, 11
report on omissions and reasons for non-compliance, 48
report recommendations, implementation of, 12
Reportable Conduct scheme
ACT Ombudsman role, 9, 13–14
allegation investigations and outcomes, 30–1
allegation types, 29–30
cases finalised, 29–30
complaints finalised, 19
complaints received, 17, 28, 31–2
contacts received, 28–9
enquiries about, 16
funding, 34
information sharing, 33
monitoring and feedback, 32
notifications, 2, 28–9
organisations covered, 13
performance against service standards, 30
stakeholder engagement, 32–3
reports issued see publications
Royal Commission into Aboriginal Deaths in Custody (1991), 11
scrutiny, 34
Sentence Administration Board, 10, 11
sentence management (justice), 10–11 see also ACT Corrective Services
Service Agreement (ACT Government and Commonwealth Ombudsman), 34
social housing see Housing ACT
stakeholder engagement, 27, 32–3, 34 see also education programs
Standing Committee on Public Accounts, 34
surveillance devices, 37–8
Telecommunications (Interception and Access) Act 1979 (Cth), 10, 12
telecommunications data access powers, 7, 12, 37–8
timeliness
notification assessment, 30
notification reporting, 29
transmittal certificate, 4
Transport Canberra and City Services
complaint management processes, 24
complaints concerning, 23, 43, 45
tribunals, 43, 45
University of Canberra, 42, 44
website address, 5
whole-of-government reporting, 40
abbreviations, 47
Aboriginal and Torres Strait Islander people
ACT Ombudsman engagement with, 34
ACT Policing engagement with, 7, 11–12, 34
AMC detainees, 11
Access Canberra
complaints concerning, 18, 23, 42, 44
engagement with, 21, 23, 33
ACT Aboriginal and Torres Strait Islander Agreement 2019–2028, 11
ACT Civil and Administrative Tribunal, 14
ACT Corrective Services
complaints concerning, 18, 20, 21, 42, 44
engagement with, 21
parole administration, 10–11
see also Alexander Maconochie Centre
ACT Council of Social Services, 34
ACT Directorates see agencies
ACT Electoral Commission, 43, 45
ACT Emergency Services Agency, 42, 44
ACT Government
agencies see agencies; and names of specific agencies
Services Agreement with Commonwealth Ombudsman re ACT Ombudsman, 34
Territory-owned corporations, 43, 45
ACT Human Rights Commission, 21, 34, 43, 45
ACT Integrity Commission
ACT Ombudsman role, 9, 15, 34
complaints concerning, 17, 19, 21, 43
engagement with, 21
public interest disclosure matters, 41
see also Inspector of the ACT Integrity Commission
ACT Judicial Council, 9, 15, 34
Act Law Society, 45
ACT Long Service Leave Authority, 43, 45
ACT Ombudsman
funding and Service Agreement, 34
highlights 2020–21, 2
review by ACT Ombudsman, 7–8
role, 9
see also complaints; complaints handling; investigations; Reportable Conduct scheme
ACT Policing
ACT Ombudsman engagement with, 21, 33
ACT Ombudsman role, 9, 34
complaint management processes, 39
complaints about, 17, 43
complaints finalised, 19, 43, 45
covert and intrusive powers, 7, 14, 35
engagement with ACT Aboriginal and Torres Strait Islander community, 7, 11–12
inspection of records, 14, 35–9
telecommunications data access powers, 7, 12, 37–8
ACT Revenue Office
commercial land valuation decisions, 7, 10
complaints concerning, 24, 42, 44
address and contact details, 5
agencies
complaint outcomes, 20, 42–5
complaint processes (support and training for), 9–10, 12–13, 21, 27
complaint trends and agency engagement, 20–4
complaints finalised, 19, 42–5
complaints received, 17, 18, 42–3
human rights obligations, 40
Alexander Maconochie Centre
Aboriginal and Torres Strait Islander detainees, 11
complaints concerning, 20, 21–2
complaints policy, 40
engagement with, 21, 34
parole issues, 10–11
reports concerning, 7
see also ACT Corrective Services
Annual Reports (Government Agencies) Act 2004, 4
Association of Information Access Commissioners, 27
assumed identities, 14, 39
Australian Federal Police
complaint management processes, 39
Reconciliation Action Plan 2018–2020, 11
telecommunications data access powers, 7, 12
see also ACT Policing
Australian Federal Police Act 1979, 39
Barnardos, 33
Better Practice Complaint Handling Guide, 12
Canberra Health Services, 42, 44
Canberra Institute of Technology, 42, 44
Chief Minister, Treasury and Economic Development Directorate, 18, 42, 44
Child and Youth Protection Services, 13
child protection and safety, 13–14, 33, 39
Child Sex Offenders Register, 39
Children and Young People Act 2008, 13, 14
Children and Young People Oversight Agencies Group, 33
Children and Young Person Commissioner, 33
commercial land valuation decisions, 7, 10
Commonwealth Ombudsman
report on AFP telecommunications data powers, 7, 12
report on implementation of recommendations, 12
Service Agreement re ACT Ombudsman, 34, 48
community engagement, 34 see also stakeholder engagement
Community Services Directorate
complaint management processes, 13, 22
complaints concerning, 18, 42, 44
engagement with, 33
complaints
about agencies, 16, 17, 18, 42–5 see also names of specific agencies
contacts made with ACT Ombudsman’s Office, 16, 18–19
finalised, 2, 19–20, 42–5
outcomes achieved, 20, 44–5
received, 2, 7, 16, 17
trends, 20–4
Complaints Assurance Program, 13
Complaints Education Program, 12–13
complaints handling
ACT Ombudsman role, 9–10
agency processes, 9–10, 12–13, 21, 22, 24, 27, 32
complaint trends and agency engagement, 20–4
education and training, 10, 12–13, 21, 27
own motion investigations, 10–13, 32
performance against service standards, 20
compliance statement, 48
contact and address details, 5
contacts made with ACT Ombudsman’s Office, 16, 18–19
controlled operations, 35–6
corrective services see ACT Corrective Services; Alexander Maconochie Centre
courts and tribunals, 43, 45
covert and intrusive powers (ACT Policing), 7, 14, 35–9
COVID-19 pandemic, 7, 12, 21, 27, 28, 32, 33, 34
Crimes (Assumed Identities) Act 2009, 14, 39
Crimes (Child Sex Offenders) Act 2005, 14, 35, 39
Crimes (Controlled Operations) Act 2008, 14, 35
Crimes (Surveillance Devices) Act 2010, 14, 35, 37
dangerous dogs, 23
detainees see ACT Corrective Services; Alexander Maconochie Centre
Director of Public Prosecutions, 43, 45
Directorates see agencies; and names of specific agencies
Education Directorate, 33, 42, 44
education programs, 10, 12–13, 21, 27, 33 see also stakeholder engagement
enquiries, 2, 16
Environment Planning and Sustainable Development Directorate, 42, 44
financial management, 34
freedom of information
access applications, 40
ACT Ombudsman role, 9, 14
charges and application fees, 40
complaints concerning, 17, 19, 24–5
contacts, 24–5
decisions published, 27
engagement activities, 27
enquiries, 16, 24–5
funding to perform FOI functions, 34
open access information, 40
open access monitoring strategy, 27
performance against service standards, 26
reviews, 2, 25–6
Freedom of Information Act 2016, 14
Health Directorate, 42, 44
highlights 2020–21, 2
Housing ACT
complaint management processes, 13, 22
complaints concerning, 18, 22, 42, 44
engagement with, 21
human rights, 10–11, 40
Human Rights Act 2004, 40
Icon Water, 43, 45
information sharing, 33 see also publications
inspections (ACT Policing), 14, 35–9
Inspector of the ACT Integrity Commission, 15, 16, 17, 19, 34, 40 see also ACT Integrity Commission
Integrity Commission Act 2018, 15
International Access to Information Day, 27
investigations, 10–13, 32 see also complaints handling
judges and magistrates, examination of complaints about see ACT Judicial Council
Judicial Commissions Act 1994, 15 see also ACT Judicial Council
Justice and Community Safety Directorate, 11, 18, 21, 42, 44
Justice and Community Safety Standing Committee, 34
land valuation decisions, 7, 10
Legal Aid ACT, 43, 45
Legislative Assembly, 43, 45
letter of transmittal, 4
magistrates and judges, examination of complaints about see ACT Judicial Council
Manthorpe, Michael, retirement, 8
National Office for Child Safety, 33
National Preventative Mechanisms, 21
Office of Fair Trading, 14
Office of the Commonwealth Ombudsman see Commonwealth Ombudsman
Officer of the Legislative Assembly, 43, 45
Ombudsman Act 1989, 13, 29 see also complaints handling; Reportable Conduct scheme
omissions and reasons for non-compliance, 48
open access information, 40 see also publications
open access monitoring strategy (FOI), 27
Optional Protocol to the Convention Against Torture and Other Cruel, Inhuman or Degrading Treatment or Punishment, 21
organisational overview, 9–15
own motion investigations, 10–12, 32
parole administration, 10–11
performance against service standards
complaints handling, 20
freedom of information, 26
Reportable Conduct scheme, 30
performance analysis, 16–34
police see ACT Policing; Australian Federal Police
practice guides, 12, 29, 32, 33
prescribed authorities, 18, 43, 45
prison and detainees see ACT Corrective Services; Alexander Maconochie Centre
Prisoner’s Aid, 34
public administration, complaints about see complaints; complaints handling
Public Advocate, 33
Public Interest Disclosure Act 2012, 41
Public Interest Disclosure Scheme, 41
Public Trustee and Guardian for the ACT, 43, 45
publications
open access information, 40
practice guides, 12, 29, 32, 33
reports issued, 7, 10–12
reconciliation action plans, 11
report on omissions and reasons for non-compliance, 48
report recommendations, implementation of, 12
Reportable Conduct scheme
ACT Ombudsman role, 9, 13–14
allegation investigations and outcomes, 30–1
allegation types, 29–30
cases finalised, 29–30
complaints finalised, 19
complaints received, 17, 28, 31–2
contacts received, 28–9
enquiries about, 16
funding, 34
information sharing, 33
monitoring and feedback, 32
notifications, 2, 28–9
organisations covered, 13
performance against service standards, 30
stakeholder engagement, 32–3
reports issued see publications
Royal Commission into Aboriginal Deaths in Custody (1991), 11
scrutiny, 34
Sentence Administration Board, 10, 11
sentence management (justice), 10–11 see also ACT Corrective Services
Service Agreement (ACT Government and Commonwealth Ombudsman), 34
social housing see Housing ACT
stakeholder engagement, 27, 32–3, 34 see also education programs
Standing Committee on Public Accounts, 34
surveillance devices, 37–8
Telecommunications (Interception and Access) Act 1979 (Cth), 10, 12
telecommunications data access powers, 7, 12, 37–8
timeliness
notification assessment, 30
notification reporting, 29
transmittal certificate, 4
Transport Canberra and City Services
complaint management processes, 24
complaints concerning, 23, 43, 45
tribunals, 43, 45
University of Canberra, 42, 44
website address, 5
whole-of-government reporting, 40