AUSTRALIA | NSW Ombudsman’s Review of the DCJ Complaint System in respect of its Aboriginal Child Protection functions, tabled in Parliament

The NSW Ombudsman’s report - Review of the DCJ Complaint System in respect of its Aboriginal Child Protection functions, was tabled in Parliament on 6 November.

The report follows a comprehensive review of the Department of Communities and Justice (DCJ) system for handing complaints from, or involving, Aboriginal families in the child protection system.

The review focused on understanding DCJ’s complaint handling system, the foundational elements underpinning it and how well it is operating in practice.

Recommendations
The NSW Ombudsman has made recommendations to improve DCJ's complaint handling system at a foundational level, starting with a recommendation that DCJ develop a plan for overarching system reform.

“The priority should be embedding a positive and culturally attuned complaint-handling culture, building workforce capacity, and ensuring staff have the training, resources and support they need to effectively handle complaints,” said Mr Miller.

Key recommendations also include improving accessibility and better managing the risk of detrimental action against complainants, establishing a centralised complaint investigation function, better integrating policies and procedures, adopting fit-for-purpose case management system and data analysis functions, and improving complaint resolution practices.

DCJ has advised this office of its intention to implement all of the recommendations. Kindly click on the respective link to access the full media release, the NSW Ombudsman's full report and the Community Summary Report.

Source: The New South Wales Ombudsman, Australia