Items of interest for the Complaints, Accountability, Integrity Network
Justice system
Juries in Alice Springs
Discussion of challenges of securing indigenous representation on juries and implications of failing to do so, including NT Law Reform Committee report.
http://www.abc.net.au/radionational/programs/lawreport/juries-in-norther...
ABC Law Report podcast, 2014
Interpreters in the Justice System
Podcast on the challenges facing interpreters in courts and other situations and the potential for them to experience "vicarious trauma".
http://www.abc.net.au/radionational/programs/lawreport/intepreters-in-th...
ABC Podcast, Feb 2015
Local government
Councils and complaints – A report on current practice and issues
An enquiry was launched by the Victorian Ombudsman in 2014 when staff in the office identified that one of the main causes of complaints against local councils was the way those councils dealt with complaints. All too often complaints were seen as a nuisance, or provoked a defensive, bureaucratic or unhelpful response. Yet complaints are one of the most valuable sources of data available to councils. They represent free feedback about services and, if used effectively, are a catalyst for service improvement. Good complaint handling increases confidence in public administration. On the other hand, mishandled complaints can carry a high potential cost – both financial and reputational.
https://www.ombudsman.vic.gov.au/getattachment/c289d35a-5623-426f-bd56-5...
Ombudsman Victoria, Feb 2015
Councils and complaints – A good practice guide
Local government practice guide developed as a result of the enquiry.
https://www.ombudsman.vic.gov.au/getattachment/201e2214-0123-4c5e-94cf-4...
Ombudsman Victoria, Feb 2015
Health
Investigation into Claims Made in Brochures Produced by Mr Colin Thompson
Report on investigation conducted on referral from Health Minister relating to brochures in which claims were made that a person could "take away the cause" of 93 "medically incurable ailments".
http://www.hcscc.nt.gov.au/wp-content/uploads/2010/04/THOMPSON-REPORT-6-...
NT Health and Community Services Complaints Commission, 2014
Ombudsman and complaint schemes
The future of ombudsman schemes: drivers for change and strategic responses
http://www.legalombudsman.org.uk/downloads/documents/publications/QMU-th...
Queen Margaret University, Scotland, July 2013
Future Directions for Ombudsman Offices – Four Trends, Two Reflections
Presentation. The author discusses challenges facing ombudsman offices in the next ten years. He draws on seven years' experience as Commonwealth Ombudsman, and four years' as Australian Information Commissioner. He takes a high level look at the future, noting four possible trends, and offering two reflections on current ombudsman challenges.
http://www.oaic.gov.au/news-and-events/speeches/future-directions-for-om...
John McMillan, Australian Information Commissioner, April 2014
Provision of a link in CAIN updates is not an endorsement of a website or a publication. Readers must make up their own minds about the value of any information provided or views expressed.