Redress of Grievance reviewed

The key points:

Streamlining process for handling average complaints. Employing more people to clear the backlog of ROG applications. Clearer guidance and better advice to people submitting redresses and COs. Amalgamation of Defence complaint agencies and, where possible, collocation of staff. Implementing a range of performance measures to monitor complaint handling and increase accountability.

By Pte John Wellfare

RESOLVING a redress of grievance will be quicker in the future, with CDF and the Ombudsman accepting a number of recommendations from a recent review into the process.

The review, commissioned in September last year, was a joint endeavour. Staff from the Ombudsman’s office and Defence jointly conducted the review and the team sought input from many ADF members, including some of those who had lodged complaints.

Di Harris, the director of the Complaint Resolution Agency (CRA), which has oversight of the redress system, said the review had paved the way for the agency to take on more staff and resolve complaints more quickly.

“If you talk about redresses to people, anyone who has had anything to do with the process, almost without exception, will say it takes a long time,” she said.

Recruitment of more staff to work within the agency will soon begin. The extra staff will help to clear the backlog of redress of grievance applications and reduce complaint-handling times in the future.

The review proposed that the Complaint Resolution Agency work more closely with ADF units to provide advice on investigating redress of grievance applications, Ms Harris said.

“Commanders might only get one or two redresses in their time as a CO, but in CRA we get about 200 a year and we’ve got people who’ve worked here for five or six years, so there’s a lot of corporate knowledge and experience available,” she said.

Ms Harris said the agency’s greatest strength – the fact that it operates separate from the chain of command – would be preserved under the review’s recommendations.

“When this organisation was established it was set up to be independent and so we work directly for the CDF,” she said.

“CRA reviews each case without fear or favour and makes recommendations based on merit. If this means taking a stand against policy or a Service HQ decision, so be it.”

As part of the revamp, members are also being encouraged to resolve their complaints at the lowest possible levels by using their chain of command or Defence’s alternative dispute resolution, mediation and administrative schemes. But members will always retain the right to seek formal resolution.

CDF General Peter Cosgrove said the review had been an important part of improvements to the military justice system.

“The submissions gave the review team valuable insight into the issues affecting complainants and I wish to thank those ADF members who contributed,” he said.

“Now that the review is complete I am confident that ADF members will shortly notice a marked improvement in complaint handling turnaround.

“I can also assure ADF members that their complaints will continue to be handled thoroughly and impartially.

“Without doubt, implementing the review recommendations is another step in enhancing the military justice system.”