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Annual Report 2005-06: Complaints and investigations

Complaints and investigations

Commonwealth Ombudsman

In 2005–06, the Commonwealth Ombudsman received one complaint relating to CASA, a decrease from the 13 received in 2004–05.

Table 4 - Ombudsman inquiries, 2005-06
Complaints received by the Ombudsman 1
Complaints finalised 1
Issues investigated by the Ombudsman 3
Finding of defective administration resulting from investigation
Exercise of discretion by the Ombudsman not to investigate issues
Referral of complaints back to CASA 3

 

Complaints mechanism

The CASA service charter was reviewed for ongoing applicability during 2005–06.

To ensure transparency, management and reporting of complaints and compliments is now undertaken by the Industry Complaints Commissioner.

The 219 complaints received by the Industry Complaints Commissioner between February and 30 June 2006 were resolved as follows:

Same day 84
Within 5 working days 89
Within 10 working days 22
Outstanding at 30 June 2006 24

 

Australian Transport Safety Bureau

The Australian Transport Safety Bureau is charged with improving transport safety by investigating transport accidents and incidents and using its findings to promote change through safety action statements and recommendations. During 2005–06, the bureau made 10 recommendations to CASA arising from its investigations.

Coronial inquiries

Table 5 shows coronial inquiries for 2005–06 and the previous four financial years.

Table 5 – Coronial inquiries, 2001–02 to 2005–06
  2001–02 2002–03 2003–04 2004–05 2005–06
Inquiries on hand from the previous year 2 5 1 3 1
New inquiries 3 1 3 1 5
Total 5 6 4 4 6
Conclusions handed down 2 5 2 3 1
Inquiries remaining in progress at 30 June 3 1 2 1 4
Total 5 6 4 4 5