Career management is, by its very nature, a complex process involving some emotive issues.

There will be times when it is difficult to balance needs and wants of individuals with those of the organisation.

It is for this reason all ADF members have a number of formal and informal mechanisms to address complaints.

SCMA, in recognising the importance of this process, has a dedicated WO2 as Ministerial, Redress and Ombudsman (MRO) Enquiry Officer who can be contacted on (03) 5258 0405.

In the first instance, members should seek resolution of any complaint at the lowest possible level through normal command channels and administrative arrangements.

Where a member is not satisfied that a complaint has been resolved, a formal grievance procedure is available. The purpose of that system is for complaints to be investigated and reviewed and, where necessary, to correct wrong or unfair decisions, or actions.

Access to the formal complaint system is through the submission of a redress of grievance (ROG) to the member’s CO.

On receipt of the ROG, the unit follows an administrative chain of events as detailed in DI(G) 34-1.

Only on receipt of the ROG is the unit able to request SCMA suspends executive action. SCMA will consider the circumstances surrounding the request. While exceptional, there have been instances where SCMA has not suspended action.

The CO/OC appoints an investigating officer and request a written statement of reasons (SOR) from SCMA.

This is a statement of facts, evidence and reasons for making the decision and is provided to the unit within 14 days.

This is as far as some ROG go because once the reasoning behind the determination is clear many soldiers are satisfied with the response and withdraw their ROG.

When the investigating officer recommends to the CO/OC that the soldier has or may have grounds for a complaint, all relevant documentation should be forwarded to CO SCMA for a review of the original determination.

If CO SCMA agrees the soldier has grounds the MRO ensures that the decision is actioned and amendments to PMKeyS and the soldier’s personal dossier are complete.

If the ROG is not upheld the MRO advises the unit and the procedures as laid down in DI(G)Pers 34-1 is followed. If the soldier decides to withdraw an ROG at any stage, the CO/OC is to notify the MRO at SCMA and provide a copy of the soldier’s request.

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