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 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, 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 2012-2013 we received 8,724 formal matters and 28,049 informal matters.

The following table shows the numbers of formal complaints and notifications received each month over the last  financial years. As well as year to date complaint numbers for 2013-2014. The accompanying graph shows visually formal complaint trends over this period.

Formal complaints and notifications received

Month

2013/2014

2012/2013

2011/2012

2010/2011

2009/2010

JUL

822

708

770

734

701

AUG

832

743

791

749

699

SEP

 

644

811

750

724

OCT

 

717

728

731

757

NOV

 

786

855

860

658

DEC

 

497

662

678

600

JAN

 

725

745

654

637

FEB

 

688

772

756

756

MAR

 

722

857

912

850

APR

 

755

811

636

634

MAY

 

923

894

739

879

JUN

 

816

810

728

812

Total

 

8724

9506

8927

8707

 

The following table shows the numbers of informal complaints and notifications received each month over the last financial years as well as year to date informal complaint numbers for 2013-2014. The accompanying graph shows visually informal complaint trends over this period.

Informal complaints received

Month

2013/2014

2012/2013

2011/2012

2010/2011

2009/2010

JUL

2650

2172

1807

1964

1735

AUG

2522

2231

2029

2024

1584

SEP

 

2052

2141

2205

2165

OCT

 

2564

1866

2130

2183

NOV

 

2569

2349

2350

2342

DEC

 

1621

1203

1661

1781

JAN

 

2109

1627

1604

1674

FEB

 

2554

2258

2018

2279

MAR

 

2555

2343

2187

2177

APR

 

2557

1950

1799

1677

MAY

 

2716

2356

2140

2021

JUN

 

2349

1945

2078

1987

Total

 

28049

23874

24160

23605

 

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