Annual Report 2004-2005 Ombudsman 27th Report
Tabled paper 283
Tabled papers for 10th Assembly 2005 - 2008; Tabled papers; ParliamentNT
Tabled By Claire Martin
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___________________________________________________________ Ombudsmans Annual Report 2004/05 13 3. PERFORMANCE The Ombudsman (Northern Territory) Act provides the Ombudsman with the power to investigate administrative actions, decisions, practices and procedures of government agencies, statutory bodies, local government councils and the NT Police. The activities the Ombudsman undertakes are: 1. To provide an independent, just, fair and accessible mechanism for resolving complaints. 2. To utilise the information gained through the complaint resolution process to improve the delivery of services provided by agencies. 3. To promote access and awareness of the role of the Ombudsman to the public and agencies. 4. To ensure the Office of the Ombudsman meets all its legislative and employment responsibilities. OVERALL PERFORMANCE The overall performance of the Ombudsman during 2004/05 (as stated in Budget Paper No. 3) follows: Performance Measures Unit of Measure 2000/01 Achieved 2001/02 Achieved 2002/03 Achieved 2003/04 Achieved 2004/05 Achieved Quantity 1. Number of approaches 2. Number of access and awareness visits 1905 46 1638 30 2082 37 2355 36 3275 30 Quality 1. Percentage of reviews of decisions requested 2. Percentage of consumer satisfaction feedback Not available Not available Not available Not available 11 Available from 01/01/04 2.7% 74% 3% 61% Timeliness 1. Percentage of complaints closed within 90 days. a) General b) Police (180 days) 2. Percentage of formal investigations resolved within 180 days 71% 30% Not available 64% 14% Not available 62% 49% 0% 63% 66% 0% 94% 54% 0% Note: A new case management system commenced at the beginning of 2002/03 and therefore some of these Performance Measures were not available under the previous computerised case management system. The benchmark for the resolution of Police Complaints increased to 180 days in 2003/04.
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