Complaints Handling
Unacceptable Behaviour
All DMO personnel have the right to work in an environment free from harassment and discrimination, and an obligation for treating others fairly and inclusively. Commanders and managers across the DMO are responsible for promoting this ethos in their workplaces and for managing any complaints of unacceptable behaviour sensitively, seriously and expeditiously.
Unacceptable behaviour in the DMO is managed in accordance with two policy instructions, Defence Instructions (General) Personnel (DI (G) PERS 35-3 and 35-4) which were revised and promulgated on 11 February 2004.
Complaints of unacceptable behaviour that arise in the DMO are reported to the Defence Equity Organisation which manages a database of reported claims. The reporting of claims has increased by 38 per cent over the last three years (see Table 5.15). The contributing reasons for the increase in reporting are:
- an increased awareness of what constitutes unacceptable behaviour;
- mandatory training over the last two years has emphasised the process for making and managing a complaint;
- greater confidence in management that complaints will be addressed;
- a well established equity adviser network in the DMO, providing advice and assistance to staff and management in the reporting and management of unacceptable behaviour complaints; and
- inclusion of mandatory training as a measurable criterion in Employee Performance Agreements.
Alternative Dispute Resolution
The DMO engages closely with the Directorate of Alternative Dispute Resolution and Conflict Management established in the Corporate Services and Infrastructure Group. A significant milestone for the program was achieved in June 2003, when the Secretary and the Chief of the Defence Force issued DI (G) PERS 34-4 Use and Management of Alternative Dispute Resolution in Defence.
The Directorate provides the DMO with dispute resolution processes including mediation, as a less formal means of managing and resolving disputes, conflicts, complaints and claims.
The DMO strongly encourages the use of alternative dispute resolution as a way of resolving workplace conflict, and seeks assistance from the directorate in relation to mediation issues as required.
| 2003–04 | 2004–05 | 2005–06 | |
|---|---|---|---|
| Reported Unacceptable Behaviour Complaints | 24 | 31 | 33 |
Redress of Grievance and Review of Actions
The DMO engages closely with the Fairness and Resolution Branch, which is responsible to the Chief of the Defence Force and the Secretary of Defence for providing independent investigation, review and handling of internal complaints.
During 2005–06, the DMO referred three applications for Review of Action under the Public Service Act 1999. Details of referrals for the last three financial years are reported by Defence in Chapter Five of its report.
Defence Whistleblower Scheme
The Inspector-General's organisation has been tasked with the role of managing the Whistleblower Scheme on behalf of the Department. The Inspector-General receives complaints and any complaints involving DMO staff are referred to the DMO for investigation and action.
The DMO considers any allegations raised seriously and has instigated misconduct action against employees where Whistleblower allegations have been proven.
During 2005–06, no complaints were referred to the DMO by the Inspector-General.