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Casebook 2020 - Queensland Ombudsman
Casebook 2020: Helping agencies to improve decision-making is a new publication from the Office of the Queensland Ombudsman, containing a sample of the outcomes that the Office achieved for Queenslanders through its investigations.
“This casebook will support our training program by providing a tool for shared learning in the public sector to improve decision-making and administrative processes,” Ombudsman Anthony Reilly said.
The publication includes an ‘Ombudsman insight’ alongside many of the case studies, noting issues such as the importance of providing clear reasons for decisions, conducting genuine reviews of decisions, and keeping records.
A range of outcomes are included, addressing individual complainant’s concerns as well as broader improvements to agency practices. Examples of investigations where the agency’s original decision was reasonable are also included.
Many of the outcomes in the casebook were achieved through informal resolution.
“As well as being efficient, informal resolution meets the preference of most people and agencies for a speedy resolution that minimises delay and focusses on practical outcomes,” Mr Reilly said.
The casebook was published under the authority of the Honourable Curtis Pitt MP, Speaker of the Queensland Parliament.
Maintaining appropriate confidentiality is an essential part of the Office’s role.
“Complainant’s real names are not used in the case studies, and agencies are only identified when the complaint relates to functions that are uniquely provided by a specific agency, so using a pseudonym serves no purpose.”
Source: Office of the Queensland Ombudsman, Australia
