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Inadequate recordkeeping, delays in making decisions, insufficient information provided to customers and stakeholders, debt recovery, public housing tenant disputes, and policing and detention disputes were just some of the hundreds of complaints dealt with by the ACT Ombudsman, Prof. John McMillan, in 2007–08.

Prof. McMillan released the ACT Ombudsman’s 19th annual report today. The report documents the work of the Ombudsman’s office during the year in handling complaints about ACT Government agencies and ACT Policing.

‘The positive response by ACT Government agencies to my recommendations is pleasing, and I look forward to continuing improvement in resolving the difficulties and problems that people experience with government’, Prof. McMillan said.

Highlights for the year include:

• handling 711 approaches and complaints received
• finalising 561 approaches and complaints about ACT Government agencies and 239 about ACT Policing
• publicly releasing reports on investigations into the handling of revenue objections by the Department of Treasury and rental rebate calculations by Housing ACT
• refining new policies and procedures regarding AFP complaints, following a change in legislation
• continuing to provide input on significant ACT Government projects, including the ACT Prison Project.

The office dealt with complaints from ACT residents seeking assistance on matters such as rates arrears, rental rebates, land tax obligations, cross-jurisdictional issues, public housing, vehicle registration, and detention and policing matters. The majority of complaints received were about Housing ACT (100), ACT Corrective Services (155), and ACT Policing (170).

Overall, there was a 25% decrease in the number of approaches and complaints received in 2007–08 compared to the previous year. The figures are not directly comparable because of changes in the way ACT Policing complaints are dealt with following a change in legislation on 30 December 2006.

The report discusses complaint themes, with case studies illustrating how the Ombudsman’s office dealt with some individual complaints and systemic issues. Quality of decision making, internal complaint handling, transparency, recordkeeping, communication with the public, and sensitivity to individual needs are some of the areas focused on in 2007–08.

The ACT Ombudsman’s annual report is available online.

For further information or to arrange an interview with Prof. McMillan contact:

Elizabeth Courtney-Frost
Director, Public Affairs
02 6276 0133
ombudsman@ombudsman.gov.au

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