Appendix 3 - Recommendations taken from the Commonwealth Ombudsman's report Australian Defence Force: Management of complaints about unacceptable behaviour, June 2007
Recommendation 1
Defence promote awareness of the Whistleblower scheme by
including a cross reference to the scheme in the Instruction.
Recommendation 2
Defence review training for management of unacceptable
behaviour complaints to maintain freshness and effectiveness. For example,
Defence may consider changing and rotating case studies used for training
courses, regularly developing and providing new case study exercises for
distribution to units and equity advisers, and promoting awareness of different
issues through articles in service newsletters and newspapers.
Recommendation 3
Defence consider strategies to ensure that all members have
ready access to a skilled equity adviser, outside the chain of command if
necessary. One strategy may be the use of external contractors.
Recommendation 4
Defence amend the Instruction to impose a time limit for ADF
members dissatisfied with the outcome of the investigation to seek review.
Recommendation 5
Defence consider increasing the availability of, or the ease
of access to, independent mediators.
Recommendation 6
Defence ensure that training delivered to commanders,
managers and equity advisers provides sufficient guidance about how to manage
respondents fairly.
Recommendation 7
Defence clarify the action to be taken where commanders and
managers identify a possible false or malicious complaint. This could include
amending the Instruction to detail the action to be taken by commanders and
managers and addressing this issue in training.
Recommendation 8
Defence consider implementing quality assurance mechanisms
for recordkeeping and reporting to ensure that standards are being met.
Recommendation 9
Defence amend the Instruction by requiring the initial
report be submitted to Fairness and Resolution Branch within one week of
receipt of the complaint.
Recommendation 10
Defence consider amending the Instruction by adding a
checklist with information about the role and responsibilities of each party to
the complaint to help facilitate timely resolution.
Recommendation 11
Defence consider ways to ensure that posting decisions take
account of any limitations that have arisen as a consequence of the
investigation of a complaint of unacceptable behaviour.
Recommendation 12
Defence ensure that the reporting and record-keeping system
for complaints of unacceptable behaviour is able to identify systemic issues
and is readily accessible by those with a need to know.
Recommendation 13
Defence consider options for quality assurance of the
complaint-handling process, including the Fairness and Resolution Branch
performing a feedback and quality assurance role.
Recommendation 14
Defence reinforce that complaint resolution is a day-to-day
management responsibility by including assessment of complaint management in
annual performance appraisals for all commanders and managers and integrating
training about managing and resolving complaints into general
management/supervision raining.
Recommendation 15
Defence consider training modules that focus on effective
communication skills forpreventing and resolving complaints about unacceptable
behaviour.
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