Page 2484 - Week 06 - Thursday, 10 May 2012

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The ACT Ombudsman’s response is as follows:

1. a.) Increase in complaints about ACT Government agencies

Table1.0—Complaints and approaches received for the period 2006 to 2011

As shown in Table 1.0, the number of complaints and approaches received in 2010-11 about the ACT Government agencies increased by 73 over 2009-10. This increase was mainly in the following areas:

• ACT Corrective Services—169 complaints and approaches in 2010-11 compared to 151 in 2009-10, an increase of 18. We have not identified a particular trend in the increase of complaints.

• Housing ACT—146 complaints and approaches in 2010-11 compared to106 in 2009-10, an increase of 40. Our report, Housing: Assessment of an application for priority housing, June 2011—report no.01/11 reflects the issues we are seeing that result in complaints to our office.

• Roads ACT—22 in 2010-11 compared to 5 complaints and approaches in 2009-10 an increase of 17. We have not identified a particular trend in the increase of complaints.

b.) Decrease in Complaints about ACT Policing

Table1.0 shows a decrease of 27 in the number of complaints and approaches received in 2010-11 when compared to 2009-10. There is no clear trend or identifiable reason for this decrease although we note that complaints and approaches about arrest and custody decreased in 2010-11.

2. Percentage of complaints finalised within three months

The decrease in the percentage of complaints finalised within three months is a reflection of the slight increase in complaints numbers and an increase in the number of complaints requiring investigation. During 2010-11, we investigated 150 (or 24%) of the complaints we finalised whereas in 2009-10 we only investigated 105 (or 21%) of the complaints we finalised.

3. This is not a question for the Ombudsman.

4. This is not a question for the Ombudsman.

5. This is not a question for the Ombudsman.

6. This is not a question for the Ombudsman.

7. Tools for facilitating the 10 point plan

The Ombudsman will encourage ACT Government agencies to consider the principles that underpinned the plan through our regular liaison with agencies, our contributions to ACT Government reviews and our complainant handling mechanisms. In addition, the Ombudsman is committed to providing complaint handling training to ACT agency staff that promotes the essential principles of effective complaint handling. We are currently in discussion with Community Services Directorate and Territories and Municipal Services Directorate about developing appropriate training for their staff.

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