Facts and Figures

 The traditional work of the Ombudsman is dealing with complaints. Due to different legislative requirements, some complaints are dealt with by us while others are dealt with by the agency subject of complaint. We monitor and review how those complaints are handled. We separate our complaint work calling matters that we handle directly ‘complaints’ and matters we oversight ‘notifications’.

We further classify our complaints and notifications as ‘formal’ or ‘informal’. ‘Formal’ usually refers to written complaints and notifications while ‘informal’ is mostly telephone contacts.

With the matters we oversight, we try to reduce the number of matters reported to us by working with agencies to improve the way they deal with complaints. If we are satisfied that an agency has sound complaint handling and investigative systems in place, we can enter into a formal agreement with them called a class and kind agreement. Although we may not receive certain complaints and notifications, we proactively audit how these complaints are handled by the agency.

We report on the number of matters received annually, based on financial years. The complaints and notifications numbers can change from year to year depending on any number of things including any changes to our class or kind agreements or high profile public interest issues being discussed within the community.

In 2014-2015 we received 11,098 formal matters and 29,196 informal matters.

The following table shows the numbers of formal complaints and notifications received each month over the last 3  financial years. As well as year to date complaint numbers for 2015-2016, updated quarterly. The accompanying graph shows visually formal complaint trends over this period.

Formal complaints and notifications received

Month

2015/2016

2014/2015

2013/2014

2012/2013

JUL

997

947

821

708

AUG

938

898

837

743

SEP

986

918

797

650

OCT

876

925

771

717

NOV

933

841

779

786

DEC

786

751

660

497

JAN

901

784

725

FEB

919

799

688

MAR

1096

874

722

APR

926

749

755

MAY

924

773

923

JUN

1012

851

816

Total

5516

11098

9495

8730

 Table of Formal complaints and notifications received

The following table shows the numbers of informal complaints and notifications received each month over the last 3 financial years as well as year to date informal complaint numbers for 2015-2016, updated quarterly. The accompanying graph shows visually informal complaint trends over this period.

Informal complaints received

Month

2015/2016

2014/2015

2013/2014

2012/2013

JUL

2843

2540

2652

2172

AUG

2411

2461

2526

2231

SEP

2620

2298

2567

2052

OCT

2359

2596

2779

2564

NOV

2494

2396

2613

2569

DEC

1711

1887

1943

1621

JAN

2197

2375

2109

FEB

2291

2584

2554

MAR

2688

2552

2555

APR

2401

2188

2557

MAY

2716

2404

2716

JUN

2725

2537

2349

Total

14438

29196

29720

28049

Table informal complaints received

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