New agency all about a fair go
Volume 11, No. 38, March 8, 2006

DEFENCE now has a new branch for managing and resolving military and civilian complaints.

The Fairness and Resolution Branch was formed on January 30, combining Defence’s three military and civilian complaint management areas – the Complaint Resolution Agency, Defence Equity Organisation and the Directorate of Alternative Dispute Resolution and Conflict Management.

Acting Director General Di Harris said the new branch would improve the rigour, impartiality and timeliness of military and civilian complaints advice, management and resolution. This would be achieved without compromising the confidentiality of some of the processes such as mediation and the reporting of unacceptable behaviour.

“By consolidating and centralising Defence’s complaint management areas, the Fairness and Resolution Branch will be a ‘one stop shop’, and we will be responsible for finding the best way to deal with complaints,” Ms Harris said.

“That said, we will still adhere to the Defence policy that complaints should be addressed at the lowest level possible, through the normal command or management channels and administrative arrangements.

“This potentially provides the quickest and most appropriate outcome, so that people can get on with their work and their lives.

“But if anyone needs advice on managing or lodging a complaint, we want them to come to us.”

Under the old multiple agency structure, the same complaint was sometimes handled by different areas at the same time. Or it would be handled by an area that was not best equipped to respond. This often resulted in delays, duplication of effort and frustration.

“With the new branch, we will make it our business to make sure a complaint is handled in one place, by one team, in a rigorous, impartial and timely way. If there is an appropriate way to deal with the complaint informally, particularly if Alternative Dispute Resolution processes, such as mediation, are likely to offer a good outcome, we can pursue those options,” Ms Harris said.

“The new branch will be flexible and experienced enough to respond independently and appropriately to a wide range of complaints and situations. We considered a whole range of options in naming the new branch, because we wanted to make sure the name reflected the Defence commitment to everyone having a fair go.”

She said the branch would “closely look at how we manage complaints of unacceptable behaviour to ensure commanders, managers, supervisors and complainants have ready access to good advice about what needs to be done”.

The new branch will operate independently of the chain of command and line management and will report directly to the CDF and Secretary. The administration of the branch and its policy development functions will, however, fall within DPE.

The formation of the new branch represents another step in Defence’s response to the Defence/Defence Force Ombudsman Review of the ADF Redress of Grievance System 2004 and the Senate Defence, Foreign Affairs and Trade Committee inquiry into The effectiveness of Australia’s military justice system.

The branch will work with the Military Justice Implementation Team to put in place changes flowing from the Ombudsman review and Senate Committee inquiry.

For further information about the branch visit the Complaint Resolution Agency site at: http://defweb.cbr.defence.gov.au/dpecra/. A new branch web site will be available shortly. You can also email the branch at complaint.resolution@defence.gov.au