The Ombudsman also has a number of other responsibilities including:
· 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 Visitors Programs; and
· implementing the Right to Information Act 2009, the Personal Information Protection Act 2004 and the Public Interest Disclosures Act 2002.
The Health Complaints Commissioner operates under the Health Complaints Act 1995 and is responsible for promoting and protecting health rights, resolving complaints between health care users and providers and seeking improvements in the delivery of health services in Tasmania. The Commissioner achieves this through the conciliation, investigation and assessment of complaints, encouraging parties to resolve complaints between themselves and assisting providers to develop procedures to resolve complaints.
The Custodial Inspector is appointed by the Governor of Tasmania under the Custodial Inspector Act 2016. The purpose of the Custodial Inspector is to provide independent, proactive, preventative and systemic oversight of custodial centres. The focus of the Inspector is on systemic issues relating to the management, control and security of the State’s prisons and youth detention centre and the care and welfare of prisoners and detainees. In particular, the Inspector provides external scrutiny through the publication of reports and recommendations. The Inspector reports directly to the Minister responsible for the custodial centre and the responsible Minister is then to table a copy of the Inspector’s report in each House of Parliament.
This chapter provides financial information about the Outputs to be delivered by the Office in 2019‑20 and the Forward Estimates period (2020‑21 to 2022‑23). Further information about the Office of the Ombudsman and Health Complaints Commissioner is provided at:
· www.ombudsman.tas.gov.au;
· www.healthcomplaints.tas.gov.au;
· www.energyombudsman.tas.gov.au;
· www.officialvisitors.tas.gov.au; and
· www.custodialinspector.tas.gov.au.
Table 20.1 provides a summary of the Budget and Forward Estimates allocations for key deliverables within the Office.
|
|
2019-20
Budget |
2020-21 Forward Estimate |
2021-22 Forward Estimate |
2022-23 Forward Estimate |
|
|
$'000 |
$'000 |
$'000 |
$'000 |
|
|
|
|
|
|
|
Right to Information Workload Support |
245 |
245 |
245 |
245 |
|
|
|
|
|
|
Funding of $245 000 per annum has been provided in 2019‑20 and over the Forward Estimates to support the Office’s Right to Information work. This funding is being used to establish a Right to Information team through the recruitment of a new Principal Officer and new Investigation and Review Officer to continue dealing with new Right to Information Act review matters in a timely fashion; finalising the backlog of such matters; working with agencies to provide specialised RTI experience through voluntary placements within the Office; and coordinating RTI training, particularly in smaller public authorities.
Other key deliverables for the Office of the Ombudsman include:
· continuing the inspection of custodial centres in Tasmania pursuant to the Custodial Inspector Act;
· continuing to identify suitable areas for own motion investigations, conducting such investigations and publishing quality reports;
· building relationships at agency and provider level to improve processes, as well as making complaint handling information available to assist with timely resolution of complaints;
· continuing to focus on implementing internal processes which enable the more effective and timely resolution of complaints under the Ombudsman Act and the Health Complaints Act;
· building capacity (staffing, training and data-base) to meet new obligations related to the implementation of the National Code of Conduct for Health Care Workers;
· coordinating and providing education and advice in relation to both health rights and responsibilities and assisting providers to build capacity to respond to complaints internally in accordance with section 6 (c), (e) and (f) of the Health Complaints Act;
· providing clear outcomes for energy consumers making complaints to the Ombudsman in a changing Tasmanian energy market; and
· continuing to recruit, train and mentor Official Visitors to maintain the efficiency and effectiveness of the Official Visitors Programs.
The individual Output of the Office of the Ombudsman is provided under:
· Output Group 1 ‑ The Office of the Ombudsman.
Table 20.2 provides an Output Group Expense Summary for the Office of the Ombudsman.
|
|
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
|
|
|
|
Forward |
Forward |
Forward |
|
|
Budget |
Budget |
Estimate |
Estimate |
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 |
2 926 |
3 213 |
3 295 |
3 339 |
3 381 |
|
|
2 926 |
3 213 |
3 295 |
3 339 |
3 381 |
|
|
|
|
|
|
|
|
TOTAL |
2 926 |
3 213 |
3 295 |
3 339 |
3 381 |
|
|
|
|
|
|
|
Note:
1. The increase in The Office of the Ombudsman reflects an increase in funding for two new positions in the Right to Information area.
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.
|
Performance Measure1 |
Unit of Measure |
2016‑17 Actual |
2017‑18 Actual |
2018‑19 Target |
2019‑20 Target |
|
|
|
|
|
|
|
|
Enquiries Finalised ‑ Ombudsman, Health Complaints and Energy Ombudsman2,3,4 |
Number |
2 048 |
1 710 |
1 875 |
1 968 |
|
Complaints Finalised ‑ Ombudsman, Health Complaints and Energy Ombudsman2,3 |
Number |
1 618 |
1 414 |
1 603 |
1 683 |
|
Cases Finalised per FTE2,5,6 |
Number |
221 |
188 |
202 |
194 |
|
Complaints to Ombudsman, Health Complaints and Energy Ombudsman Resolved in Less Than Three Months2 |
% |
86 |
83 |
80 |
85 |
|
Health Complaints Assessed Within Statutory Period of 45 days2,7 |
% |
75 |
76 |
60 |
75 |
|
Health Complaints Assessed Within the Extended Statutory Period of 90 days2,7 |
% |
89 |
88 |
71 |
90 |
|
Average time to complete RTI decision8 |
Days |
220 |
308 |
60 |
60 |
|
Overall quality of RTI training conducted8,9 |
% |
na |
94 |
80 |
80 |
|
|
|
|
|
|
|
Notes:
1. The average cost per resolved case performance measure has been removed as it is not an indicator of how well the Office is performing. The early resolution of health complaints performance measure has been removed as it is no longer used within the Health Complaints Team as an indicator of success nor do legislative timeframes exist in this stage of managing a complaint.
2. The 2018‑19 targets have been updated to reflect extrapolated year to date actual enquiry and complaint numbers.
3. The Office expects the number of enquires and complaints finalised to increase by approximately five per cent in 2019‑20.
4. The Enquiries Finalised figure includes out of jurisdiction enquiries received by the Office.
5. 'Case' includes both enquiries and complaints managed by the Office.
6. FTEs include all investigation staff and corporate administration support. FTEs exclude Official Visitor and Custodial Inspectorate staff who do not manage cases. FTEs in 2019‑20 will increase in the Right to Information area.
7. This period includes time waiting for responses from health providers and the Australian Health Practitioner Regulation Agency.
8. Some additional performance measures have been identified in the 2019‑20 Budget for the Right to Information area to distinctly separate RTI measures from complaint management within the Ombudsman jurisdiction.
9. The
quality of RTI training is measured through training participant feedback
surveys.
|
||||||
|
|
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
|
|
|
|
|
Forward |
Forward |
Forward |
|
|
|
Budget |
Budget |
Estimate |
Estimate |
Estimate |
|
|
|
$'000 |
$'000 |
$'000 |
$'000 |
$'000 |
|
|
|
|
|
|
|
|
|
|
Revenue and other income from transactions |
|
|
|
|
|
|
|
Appropriation revenue - operating1 |
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
|
Other revenue |
545 |
551 |
557 |
557 |
557 |
|
|
Total revenue and other income from transactions |
2 866 |
3 153 |
3 214 |
3 271 |
3 324 |
|
|
|
|
|
|
|
|
|
|
Expenses from transactions |
|
|
|
|
|
|
|
Employee benefits1 |
2 208 |
2 469 |
2 523 |
2 566 |
2 608 |
|
|
Depreciation and amortisation |
43 |
209 |
203 |
201 |
201 |
|
|
Supplies and consumables |
586 |
437 |
443 |
449 |
453 |
|
|
Borrowing costs |
.... |
7 |
33 |
28 |
22 |
|
|
Other expenses |
89 |
91 |
93 |
95 |
97 |
|
|
Total expenses from transactions |
2 926 |
3 213 |
3 295 |
3 339 |
3 381 |
|
|
|
|
|
|
|
|
|
|
Net result from transactions (net operating balance) |
(60) |
(60) |
(81) |
(68) |
(57) |
|
|
|
|
|
|
|
|
|
|
Net result |
(60) |
(60) |
(81) |
(68) |
(57) |
|
|
|
|
|
|
|
|
|
|
Comprehensive result |
(60) |
(60) |
(81) |
(68) |
(57) |
|
|
|
|
|
|
|
|
|
Note:
1. The increase in this item reflects an increase in funding for two new positions in the Right to Information area.
|
|
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
|
|
|
|
Forward |
Forward |
Forward |
|
|
Budget |
Budget |
Estimate |
Estimate |
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 |
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
|
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
|
|
|
|
|
|
|
Office of the Ombudsman |
|
|
|
|
|
|
Total Operating Services Expenditure |
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
|
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
|
|
|
|
|
|
|
Total Revenue from Appropriation |
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
|
|
|
|
|
|
|
Controlled Revenue from Appropriation |
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
|
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
|
|
|
|
|
|
Note:
1. The increase in Decisions on Complaints Referred to the Ombudsman and Health Complaints Commissioner and Right to Information reflects an increase in funding for two new positions in the Right to Information area.
|
|
2019 |
2020 |
2021 |
2022 |
2023 |
|
|
|
|
Forward |
Forward |
Forward |
|
|
Budget |
Budget |
Estimate |
Estimate |
Estimate |
|
|
$'000 |
$'000 |
$'000 |
$'000 |
$'000 |
|
|
|
|
|
|
|
|
Assets |
|
|
|
|
|
|
Financial assets |
|
|
|
|
|
|
Cash and deposits1 |
141 |
65 |
65 |
65 |
65 |
|
Receivables1 |
7 |
2 |
2 |
2 |
2 |
|
|
148 |
67 |
67 |
67 |
67 |
|
|
|
|
|
|
|
|
Non-financial assets |
|
|
|
|
|
|
Intangibles1 |
22 |
11 |
6 |
5 |
4 |
|
Other assets |
412 |
420 |
965 |
795 |
617 |
|
|
434 |
431 |
971 |
800 |
621 |
|
|
|
|
|
|
|
|
Total assets |
582 |
498 |
1 038 |
867 |
688 |
|
|
|
|
|
|
|
|
Liabilities |
|
|
|
|
|
|
Payables1 |
27 |
11 |
11 |
11 |
11 |
|
Interest bearing liabilities |
.... |
43 |
647 |
527 |
388 |
|
Employee benefits |
436 |
434 |
451 |
468 |
485 |
|
Other liabilities |
.... |
1 |
1 |
1 |
1 |
|
Total liabilities |
463 |
489 |
1 110 |
1 007 |
885 |
|
|
|
|
|
|
|
|
Net assets (liabilities) |
119 |
9 |
(72) |
(140) |
(197) |
|
|
|
|
|
|
|
|
Equity |
|
|
|
|
|
|
Accumulated funds |
119 |
9 |
(72) |
(140) |
(197) |
|
Total equity |
119 |
9 |
(72) |
(140) |
(197) |
|
|
|
|
|
|
|
Note:
1. The variation in this item reflects revised estimates based on 30 June 2018 actuals.
|
|
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
|
|
|
|
Forward |
Forward |
Forward |
|
|
Budget |
Budget |
Estimate |
Estimate |
Estimate |
|
|
$'000 |
$'000 |
$'000 |
$'000 |
$'000 |
|
|
|
|
|
|
|
|
Cash flows from operating activities |
|
|
|
|
|
|
Cash inflows |
|
|
|
|
|
|
Appropriation receipts - operating1 |
2 321 |
2 602 |
2 657 |
2 714 |
2 767 |
|
Other cash receipts |
545 |
551 |
557 |
557 |
557 |
|
Total cash inflows |
2 866 |
3 153 |
3 214 |
3 271 |
3 324 |
|
|
|
|
|
|
|
|
Cash outflows |
|
|
|
|
|
|
Employee benefits1 |
(1 965) |
(2 198) |
(2 247) |
(2 286) |
(2 325) |
|
Superannuation1 |
(226) |
(254) |
(259) |
(263) |
(266) |
|
Borrowing costs |
.... |
(7) |
(33) |
(28) |
(22) |
|
Supplies and consumables |
(586) |
(437) |
(443) |
(449) |
(453) |
|
Other cash payments |
(89) |
(91) |
(93) |
(95) |
(97) |
|
Total cash outflows |
(2 866) |
(2 987) |
(3 075) |
(3 121) |
(3 163) |
|
|
|
|
|
|
|
|
Net cash from (used by) operating activities |
.... |
166 |
139 |
150 |
161 |
|
|
|
|
|
|
|
|
Cash flows from financing activities |
|
|
|
|
|
|
Net borrowings |
.... |
(166) |
(139) |
(150) |
(161) |
|
Net cash from (used by) financing activities |
.... |
(166) |
(139) |
(150) |
(161) |
|
|
|
|
|
|
|
|
Net increase (decrease) in cash and cash equivalents held |
.... |
.... |
.... |
.... |
.... |
|
|
|
|
|
|
|
|
Cash and deposits at the beginning of the reporting period |
141 |
65 |
65 |
65 |
65 |
|
Cash and deposits at the end of the reporting period |
141 |
65 |
65 |
65 |
65 |
|
|
|
|
|
|
|
Note:
1. The increase in this item reflects an increase in funding for two new positions in the Right to Information area.