The Office of the Ombudsman operates under the Ombudsman Act 1978 and is responsible for enquiry and investigation into complaints regarding the administrative actions of Tasmanian government agencies, local councils and a range of other public authorities. The Ombudsman seeks to resolve individual grievances and address systemic issues arising from administrative matters in the public sector. Through independent, objective and impartial investigations, the Ombudsman promotes fairness and equity and aims to bring about improvements in the quality and standard of public administration.
The Ombudsman also has a number of other responsibilities including:
· Health Complaints Commissioner under the Health Complaints Act 1995;
· Energy Ombudsman under the Energy Ombudsman Act 1998;
· Coordinator of the Official Visitors Scheme under the Corrections Act 1997;
· Principal Official Visitor under the Mental Health Act 2013;
· providing administrative support for the Mental Health and Prison Official Visitor Schemes;
· Custodial Inspector under the Custodial Inspector Act 2016 and, as such, providing independent and systemic oversight of Tasmania's custodial centres;
· implementing the Right to Information Act 2009, the Personal Information Protection Act 2004 and the Public Interest Disclosures Act 2002; and
· holding an ex officio position on the Board of the Integrity Commission under the Integrity Commission Act 2009.
This chapter provides financial information about the Outputs to be delivered by the Office in 2017‑18 and the Forward Estimates period (2018‑19 to 2020‑21). Further information about the Office of the Ombudsman is provided at www.ombudsman.tas.gov.au.
The key deliverables for the Office of the Ombudsman include:
· commencing the mandatory inspection of custodial centres in Tasmania pursuant to the Custodial Inspector Act;
· identifying suitable areas for own motion investigations, conducting such investigations and implementing strategies to improve the investigative skills of staff;
· building relationships at agency and provider level to improve processes, the exchange of information and complaint handling generally;
· developing systems and processes to enable the more effective and timely resolution of complaints under the Ombudsman Act and the Health Complaints Act;
· providing clear outcomes for energy consumers making complaints to the Ombudsman in a rapidly changing Tasmanian energy market;
· dealing with new Right to Information (RTI) Act review matters in a timely fashion; finalising the backlog of such matters; updating the RTI Training Manual for the benefit of agencies and the public; and coordinating RTI training, particularly in smaller public authorities; and
· continuing to recruit, train and mentor Official Visitors to maintain the efficiency and effectiveness of the Official Visitor Programs.
The individual Output of the Office of the Ombudsman is provided under:
· Output Group 1 ‑ The Office of the Ombudsman.
Table 18.1 provides an Output Group Expense Summary for the Office of the Ombudsman.
Table 18.1: Output Group Expense Summary
|
|
Budget) |
Budget) |
Forward) Estimate) |
Forward) Estimate) |
Forward) Estimate) |
|
|
$'000) |
$'000) |
$'000) |
$'000) |
$'000) |
|
|
|
|
|
|
|
|
Output Group 1 - The Office of the Ombudsman |
|
|
|
|
|
|
1.1 Decisions on Complaints Referred to the Ombudsman and Health Complaints Commissioner and Right to Information1 |
2 660) |
2 967) |
2 926) |
2 968) |
3 023) |
|
|
2 660) |
2 967) |
2 926) |
2 968) |
3 023) |
|
|
|
|
|
|
|
|
2 660) |
2 967) |
2 926) |
2 968) |
3 023) |
|
|
|
|
|
|
|
|
Note:
1. The increase in the Office of the Ombudsman in 2017‑18 reflects a permanent reallocation of $112 000 per annum from the Department of Justice to fund the operations of the Prison Inspectorate, and carry forwards from 2016‑17 for a fixed‑term Right to Information Officer of $48 000, IT System Application Development of $14 000, and $32 000 for the Tasmanian Custodial Inspectorate.
This Output provides for the independent and impartial resolution of complaints and the investigation of systemic issues relating to public administration, health care and energy services.
Table 18.2: Performance Information ‑ Output Group 1
|
Performance Measure |
Unit of Measure |
2014-15 Actual |
2015-16 Actual |
2016-17 Target |
2017-18 Target |
|
|
|
|
|
|
|
|
Enquiries Finalised - Ombudsman, Health Complaints and Energy Ombudsman1,2 |
Number |
1 338 |
1 812 |
2 000 |
2 100 |
|
Complaints Finalised - Ombudsman, Health Complaints and Energy Ombudsman1 |
Number |
1 266 |
1 314 |
1 580 |
1 660 |
|
Average Cost per Resolved Case - Ombudsman, Health Complaints and Energy Ombudsman3,4 |
$ |
1 016 |
656 |
570 |
585 |
|
Cases Finalised per FTE5 |
Number |
160 |
206 |
201 |
211 |
|
Complaints to Ombudsman, Health Complaints and Energy Ombudsman Resolved in Less Than Three Months6 |
% |
70 |
72 |
85 |
85 |
|
Health Complaints Assessed Within Statutory Period of 45 days7 |
% |
57 |
64 |
50 |
50 |
|
Health Complaints Assessed Within the Extended Statutory Period of 90 days7 |
% |
82 |
81 |
80 |
80 |
|
Health Complaints - Early resolution under Section 25A of the Act8 |
% |
14 |
15 |
15 |
15 |
|
|
|
|
|
|
|
Notes:
1. The 2016‑17 targets have been updated to reflect extrapolated year to date actual enquiry and complaint numbers. The Office expects the number of enquires and complaints finalised to increase by approximately five per cent in 2017‑18.
2. The Enquiries Finalised figure includes out of jurisdiction enquiries received by the Office.
3. 'Case' includes both enquiries and complaints managed by the Office.
4. The general trending down of Average Cost per Resolved Case reflects the increase in cases resolved, a reasonably static level of Office funding, and the exclusion of costs to run the Official Visitors Program and the Custodial Inspectorate from 2015‑16 onwards. These do not form part of the complaint management function of the Office.
5. The 2016‑17 and 2017‑18 targets are based on the increase in cases finalised in 2015‑16.
6. The steady increase in actual Complaints to the Ombudsman, Health Complaints and Energy Ombudsman Resolved in Less Than Three Months reflects a slight increase in FTEs allowing for more timely complaint resolution.
7. This period includes time waiting for responses from health providers and the Australian Health Practitioner Regulation Agency.
8. The Health Complaints jurisdiction increased the target of finalising complaints through early resolution for 2016‑17 and onwards from 10 per cent to 15 per cent. The focus on early resolution will be supported through changes in work practices and procedures within the Office.
Table 18.3: Statement of Comprehensive Income
|
|
2016-17)
Budget) |
2017-18)
Budget) |
2018-19) Forward) Estimate) |
2019-20) Forward) Estimate) |
2020-21) Forward) Estimate) |
|
|
$'000) |
$'000) |
$'000) |
$'000) |
$'000) |
|
|
|
|
|
|
|
|
Revenue and other income from transactions |
|
|
|
|
|
|
Appropriation revenue - recurrent1 |
2 109) |
2 306) |
2 321) |
2 357) |
2 412) |
|
Other revenue from government2 |
....) |
62) |
....) |
....) |
....) |
|
Other revenue |
511) |
517) |
523) |
529) |
535) |
|
Total revenue and other income from transactions |
2 620) |
2 885) |
2 844) |
2 886) |
2 947) |
|
|
|
|
|
|
|
|
Expenses from transactions |
|
|
|
|
|
|
Employee benefits3 |
2 011) |
2 216) |
2 208) |
2 237) |
2 285) |
|
Depreciation and amortisation4 |
1) |
43) |
43) |
43) |
37) |
|
Supplies and consumables5 |
563) |
621) |
586) |
597) |
608) |
|
Other expenses |
85) |
87) |
89) |
91) |
93) |
|
Total expenses from transactions |
2 660) |
2 967) |
2 926) |
2 968) |
3 023) |
|
|
|
|
|
|
|
|
Net result from transactions (net operating balance) |
(40) |
(82) |
(82) |
(82) |
(76) |
|
|
|
|
|
|
|
|
Net result |
(40) |
(82) |
(82) |
(82) |
(76) |
|
|
|
|
|
|
|
|
(40) |
(82) |
(82) |
(82) |
(76) |
|
|
|
|
|
|
|
|
Notes:
1. The increase in Appropriation revenue ‑ recurrent in 2017‑18 primarily reflects a permanent reallocation of $112 000 per annum from the Department of Justice to fund the operations of the Prison Inspectorate and a carry forward from 2016‑17 of $32 000 for the Tasmanian Custodial Inspectorate.
2. The increase in Other revenue from government in 2017‑18 reflects carry forwards from 2016‑17 for a fixed‑term Right to Information Officer ($48 000) and IT System Application Development ($14 000).
3. The increase in Employee benefits in 2017‑18 reflects a permanent reallocation of $112 000 per annum from the Department of Justice to fund the operations of the Prison Inspectorate and a carry forward from 2016‑17 of $48 000 for a fixed‑term Right to Information Officer.
4. The increase in Depreciation and amortisation in 2017‑18 reflects revised estimates based on 30 June 2016 actuals.
5. The increase in Supplies and consumables in 2017‑18 reflects carry forwards from 2016‑17 of $32 000 for the Tasmanian Custodial Inspectorate and $14 000 for IT System Application Development, and revised estimates based on 30 June 2016 actuals.
Table 18.4: Revenue from Appropriation by Output
|
|
2016-17)
Budget) |
2017-18)
Budget) |
2018-19) Forward) Estimate) |
2019-20) Forward) Estimate) |
2020-21) Forward) Estimate) |
|
|
$'000) |
$'000) |
$'000) |
$'000) |
$'000) |
|
|
|
|
|
|
|
|
Attorney-General and Minister for Justice |
|
|
|
|
|
|
|
|
|
|
|
|
|
Output Group 1 - The Office of the Ombudsman |
|
|
|
|
|
|
1.1 Decisions on Complaints Referred to the Ombudsman and Health Complaints Commissioner and Right to Information1 |
2 109) |
2 306) |
2 321) |
2 357) |
2 412) |
|
|
2 109) |
2 306) |
2 321) |
2 357) |
2 412) |
|
|
|
|
|
|
|
|
Office of the Ombudsman |
|
|
|
|
|
|
Total Recurrent Services |
2 109) |
2 306) |
2 321) |
2 357) |
2 412) |
|
|
2 109) |
2 306) |
2 321) |
2 357) |
2 412) |
|
|
|
|
|
|
|
|
Appropriation Carried Forward2 |
....) |
62) |
....) |
....) |
....) |
|
|
|
|
|
|
|
|
Total Revenue from Appropriation |
2 109) |
2 368) |
2 321) |
2 357) |
2 412) |
|
|
|
|
|
|
|
|
Controlled Revenue from Appropriation |
2 109) |
2 368) |
2 321) |
2 357) |
2 412) |
|
|
2 109) |
2 368) |
2 321) |
2 357) |
2 412) |
|
|
|
|
|
|
|
Notes:
1. The increase in the Office of the Ombudsman in 2017‑18 primarily reflects the permanent reallocation of $112 000 per annum from the Department of Justice to fund the operations of the Prison Inspectorate and a carry forward of $32 000 from 2016‑17 for the Tasmanian Custodial Inspectorate.
2. The Appropriation Carried Forward in 2017‑18 reflects $48 000 for a fixed‑term Right to Information Officer and $14 000 for IT System Application Development.
Table 18.5: Statement of Financial Position as at 30 June
|
|
2017)
Budget) |
2018)
Budget) |
2019) Forward) Estimate) |
2020) Forward) Estimate) |
2021) Forward) Estimate) |
|
|
$'000) |
$'000) |
$'000) |
$'000) |
$'000) |
|
|
|
|
|
|
|
|
Assets |
|
|
|
|
|
|
Financial assets |
|
|
|
|
|
|
Cash and deposits1 |
362) |
301) |
279) |
257) |
235) |
|
Receivables1 |
4) |
12) |
12) |
12) |
12) |
|
|
366) |
313) |
291) |
269) |
247) |
|
Non-financial assets |
|
|
|
|
|
|
Intangibles1 |
3) |
27) |
16) |
5) |
....) |
|
Other assets1 |
443) |
419) |
387) |
355) |
323) |
|
|
446) |
446) |
403) |
360) |
323) |
|
|
|
|
|
|
|
|
Total assets |
812) |
759) |
694) |
629) |
570) |
|
|
|
|
|
|
|
|
Liabilities |
|
|
|
|
|
|
Payables1 |
10) |
27) |
27) |
27) |
27) |
|
Employee benefits1 |
387) |
382) |
399) |
416) |
433) |
|
Total liabilities |
397) |
409) |
426) |
443) |
460) |
|
|
|
|
|
|
|
|
Net assets (liabilities) |
415) |
350) |
268) |
186) |
110) |
|
|
|
|
|
|
|
|
Equity |
|
|
|
|
|
|
Accumulated funds |
415) |
350) |
268) |
186) |
110) |
|
Total equity |
415) |
350) |
268) |
186) |
110) |
|
|
|
|
|
|
|
Note:
1. The variations in Cash and deposits, Receivables, Intangibles, Other assets, Payables and Employee benefits reflect revised estimates based on 30 June 2016 actuals.
Table 18.6: Statement of Cash Flows
|
|
2016-17)
Budget) |
2017-18)
Budget) |
2018-19) Forward) Estimate) |
2019-20) Forward) Estimate) |
2020-21) Forward) Estimate) |
|
|
$'000) |
$'000) |
$'000) |
$'000) |
$'000) |
|
|
|
|
|
|
|
|
Cash flows from operating activities |
|
|
|
|
|
|
Cash inflows |
|
|
|
|
|
|
Appropriation receipts - recurrent1 |
2 109) |
2 306) |
2 321) |
2 357) |
2 412) |
|
Other cash receipts |
511) |
517) |
523) |
529) |
535) |
|
Total cash inflows |
2 620) |
2 823) |
2 844) |
2 886) |
2 947) |
|
|
|
|
|
|
|
|
Cash outflows |
|
|
|
|
|
|
Employee benefits2 |
(1 787) |
(1 970) |
(1 965) |
(1 992) |
(2 036) |
|
Superannuation2 |
(207) |
(229) |
(226) |
(228) |
(232) |
|
Supplies and consumables3 |
(563) |
(621) |
(586) |
(597) |
(608) |
|
Other cash payments |
(85) |
(87) |
(89) |
(91) |
(93) |
|
Total cash outflows |
(2 642) |
(2 907) |
(2 866) |
(2 908) |
(2 969) |
|
|
|
|
|
|
|
|
Net cash from (used by) operating activities |
(22) |
(84) |
(22) |
(22) |
(22) |
|
|
|
|
|
|
|
|
Net increase (decrease) in cash and cash equivalents held |
(22) |
(84) |
(22) |
(22) |
(22) |
|
|
|
|
|
|
|
|
Cash and deposits at the beginning of the reporting period |
384) |
385) |
301) |
279) |
257) |
|
Cash and deposits at the end of the reporting period |
362) |
301) |
279) |
257) |
235) |
|
|
|
|
|
|
|
Notes:
1. The increase in Appropriation receipts ‑ recurrent in 2017‑18 primarily reflects a permanent reallocation of $112 000 per annum from the Department of Justice to fund the operations of the Prison Inspectorate and a carry forward from 2016‑17 of $32 000 for the Tasmanian Custodial Inspectorate.
2. The increases in Employee benefits and Superannuation in 2017‑18 primarily reflect a permanent reallocation of $112 000 per annum from the Department of Justice to fund the operations of the Prison Inspectorate and a carry forward from 2016‑17 of $48 000 for a fixed‑term Right to Information Officer.
3. The increase in Supplies and consumables in 2017‑18 primarily reflects carry forwards from 2016‑17 of $32 000 for the Tasmanian Custodial Inspectorate and $14 000 for IT System Application Development, and revised estimates based on 30 June 2016 actuals.