BackThe Office of the Queensland Ombudsman has halved the time taken to finalise complaints, according to the 2012-13 annual report.
The Office continued to provide a timely, cost-effective means of ensuring fair and accountable public administration.
Acting Ombudsman Andrew Brown said improvements to timeliness reflected the Office’s broader commitment to improve public services for all Queenslanders.
In the past year, more than 15,000 Queenslanders contacted the Office. The Office provided a service to each and every one, from general advice and referrals to the negotiated resolution and investigation of complaints.
In 2012-13, the Office received 6,363 complaints about agencies within its jurisdiction, including state government departments, local councils and public universities. It took an average of 12 days to deal with these complaints – half the time taken the previous year. Investigations were also completed in almost half the time taken the previous year.
Improved referral advice on the Ombudsman’s website, a new on-hold telephone message, and improved business practices contributed to a reduction in the number of contacts and complaints received by the Office in 2012-13.
For more information on the Annual Report, please consult the full Media Release available on this website.
The full Annual Report is available HERE.
Source: Queensland Ombudsman, AUSTRALIA
