A University of Queensland academic has conducted the first review of the State's Ombudsman since the Office was established 24 years ago.
The review was the first project undertaken by the University's Centre for Public Administration, set up in January 1998.
The report was tabled in State Parliament two weeks ago and an inquiry into the report's recommendations is expected soon.
Centre director Professor Kenneth Wiltshire said the review was prompted by increased client pressure on the Ombudsman and his Office.
'This is due to a variety of factors including greater concern about civil liberties and human rights, a better educated society, greater resort to litigation as an instinctive reaction, alienation from government in general, resentment at taxation levels, a turbulent economy and a dysfunctional community,' he said.
Queensland was one of the last Australian states to introduce the Office in 1974 and there have been four Ombudsmen since that time.
The role of the Ombudsman is to investigate complaints from the general public about unfair, unreasonable or unjust behaviour by government officials or where there has been undue delays or decisions not based on appropriate facts or following due process.
'The review established that the Ombudsman's Office remains an essential element of public administration in Queensland,' Professor Wiltshire said.
Ombudsmen have significant access powers to government officials and their files and can legally acquire material and evidence. Appointed by the Parliament, their recommendations carry substantial weight and are typically accepted by government agencies.
During the three-month review this year, Professor Wiltshire interviewed former and present Office staff, surveyed complainants and analysed work flows, budgets and relevant legislation. He also visited Ombudsman's offices in London, Wellington and Canberra.
He said one of the review's main findings was that Queensland currently had a very unwieldy maze of public administration appeal mechanisms which were causing confusion particularly regarding the Ombudsman's role and placing heavy burdens on chief executive officers in government.
One of the review's main recommendations was that the Ombudsman take a more proactive approach to complaints.
'It is pointless for Ombudsmen to continue to play a purely reactive role, constantly receiving complaints of a similar nature year in, year out. A proactive approach is required to identify and rectify systematic faults in government offices before complaints arise,' Professor Wiltshire said.
He said another key recommendation was that there should be a concerted effort to make community and government agencies more aware of the Ombudsman's role, including powers and limitation on powers.
'This effort would involve new brochures written in simpler language, an Ombudsman home page on the Internet, information kits for State and local government departments and agencies, an informative annual report, a regular news bulletin and more lectures and papers given by Office staff to professional groups and seminars dealing with public sector issues,' Professor Wiltshire said.
Other review recommendations include:
- The government should stop using the word 'Ombudsman' in the title of other appeal bodies and mechanisms and should dissuade the public sector from doing the same.
- The Ombudsman should review the visits procedures, especially regarding correctional facilities to ensure maximum effort is directed to resolving complaints on the spot.
- The New Zealand Ombudsman Office should be used as a guide to set new performance indicators for the Queensland Office.
- The Ombudsman should remain open to entrepreneurial opportunities and pursue those that make good use of the Office's expertise but do not cause any fundamental distraction from its main purpose.
For more information, contact Professor Wiltshire (telephone 07 3365 7337).
