November 2018

An Ombudsman investigation may be about a particular complaint or may be undertaken on the Ombudsman’s own initiative around systemic issues that affect a lot of people. If an investigation finds an organisation’s practices or procedures can be improved, recommendations will be made to the agency involved.

How have community groups helped us?

• The Patient Travel Subsidy Scheme report – The investigation was initiated after complaints were received from regional, rural and remote patients about inequities and inconsistencies in their access to the scheme or the amount of subsidy approved across the State’s 16 Hospital and Health Services (HHSs).
   
• The Indigenous birth registration report – The issue of under-registration of Indigenous births in Queensland was first raised with the Office by a community organisation during a regional visit. The Office then conducted research to explore this issue further.
   
• Citizenship applications for children under child protection orders, Annual report 2017-18, p53 – An issue came to the attention of the Queensland Ombudsman about children subject to long-term child protection orders who are not Australian citizens. This issue concerned whether, and in what circumstances, the relevant agency applies for Australian citizenship for those children.

Thank you for letting us know of these issues, so people have access to fair and accountable public administration.
 

Where have we been and
where are we going?

In 2017-18, the Office delivered 15 Queensland Complaints Landscape (QCL) presentations to various community sectors. These free presentations were presented in south-east Queensland and 11 locations regionally. In all, 66 community organisations were involved. The purpose of the QCL presentation is to build greater awareness and knowledge of the Ombudsman’s services and agency complaints systems. The Office received positive feedback from community organisations about how it will help them to better support and represent their members and clients.

In the last four months we have been active in community engagement, attending: seven multicultural/ NAIDOC events, five student events, two seniors week events, one Child Protection Week event, one Disability Action Week event and four information sessions. Community engagement for 2019 has started, with plans until June to attend: seven student events, two homelessness events, four information sessions, one health expo and one youth week event.
 

We are planning 2019 now
Let us know about your event,
we may be able to come to you!

Let us know of any upcoming events, or if you would like the Office to present for your organisation or interagency meeting. We can also supply brochures or posters about the QO’s role and services for display at your office.

Please email training@ombudsman.qld.gov.au or call (07) 3005 7023
 

A change of perspective

Thanks to the great feedback from subscribers, we have made some changes to the types and frequency of Perspective newsletters.

From now on, we have rolled three Perspective newsletters (those for state government, local government and legal practitioners) into one new and expanded newsletter called Perspectives. We will continue to produce Community Perspective and Training bulletins as separate newsletters.
 

Information to help

There are detailed resources on our website to help community organisations find what they need, when they need it.

• Community engagement - How can we help community organisations and advocacy groups deal with complaints?
   
• Common complaints – child safety, state schools, toll matters, traffic infringement notices, exclusions from university or TAFE, local council rates and charges, water charges, council liability for injury or damage to property, and police misconduct. This information can help guide people to find the right avenue to make their complaint.
   
• Public interest disclosures - People generally know when something is wrong, or when another person in their organisation is not doing things the way that they should be. The Public Interest Disclosure Act 2010 provides a way for people to disclose information about serious wrongdoing in the public sector, and to ensure they are appropriately protected when they do. There are two types of PIDs that can be made; PIDs that any person can make, and PIDs that only public officers can make.
  > What is a public interest disclosure?
  > Public Interest Disclosure: Rights and responsibilities of employees (video)