1. Queensland Ombudsman A trusted expert in fair and just public administration

2. Ombudsman role To investigate complaints about state government agencies, local councils and public universities Recommend ways to fix unfair or wrong decisions Work with agencies to improve decision-making An independent umpire – not advocate for either complainant or agency Services are free and confidential

3. Facts and figures In 2013-14: we received 11,995 contacts and other inquiries finalised 6,293 complaints 71 % of complaints were finalised in 10 working days average investigation about 55 days

4. Out of jurisdiction Members of Parliament Decisions of Ministers/implementation of Cabinet decisions Decisions of courts and tribunals Private businesses (private universities/training providers) Government-owned corporations Auditor-General Mediators/conciliators/Information Commissioner Crime and Corruption Commission Police officers (operational decisions) Legal advisor to State in legal proceedings

5. Who can make a complaint? Anyone directly affected by the action or decision Community legal centre staff (or any other representative) can make a complaint on someone’s behalf To assist clients: –we have translators available on request –we are a National Relay Service friendly organisation

6. Complaint process Has the client made a complaint to the agency involved? If not, lodge a complaint via the agency’s complaint management system – see the agency’s website Ask for internal review with the agency Still not satisfied with the outcome, contact the Queensland Ombudsman

7. Assessing complaints All cases received are assessed. If they are not premature, out of time or out of jurisdiction they progress for investigation. They will be assessed (which may involve preliminary enquiries with the agency) and a decision is made to either decline or investigate. If the complaint is declined, the client will be informed of the reasons why.

8. Investigations Client advised on the issues under investigation and a case plan is prepared. Information is gathered which may include: –obtaining copies of documents from the agency –interviews with agency officers –site inspections –obtaining legal advice. If we find the agency has acted lawfully and reasonably, we inform the client of our decision and the reasons for the decision. Also advise the agency that our investigation has been completed. If complaint upheld, recommendations made to agency and client advised.

9. Finding maladministration If we find the agency was unlawful, unjust or wrong (maladministration), we will first prepare a proposed report (including proposed opinions and recommendations) and provide it to the agency for comment. When the response is received, it is taken into account in the preparation of the final report. Proposed reports and final reports are issued by the Ombudsman.

10. Following up recommendations When a final recommendation is made we ask the agency to confirm it accepts the recommendation. Once accepted, we write to the agency advising what documents are required as evidence of implementation. This will vary depending on the recommendation. We follow up to confirm the recommendation’s implementation. Depending on the nature and extent of the recommendation, it can take a long time for some recommendations to be implemented. Recommendations may be direct benefit to client or systemic.

11. Contact us www.ombudsman.qld.gov.au Phone (07) 3005 7000 Free call 1800 068 908 (outside Brisbane) ombudsman@ombudsman.qld.gov.au