Volume
48, No. 3, March 9, 2006
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The
Fairness and Resolution Branch was formed on
January 30 by combining the Complaint Resolution
Agency, the Defence Equity Organisation and
the Directorate of Alternative Dispute Resolution.
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The
new branch will improve the handling and resolution
of complaints by providing a ‘one stop
shop’ for members.
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All
complaints will be handled by the Fairness and
Resolution Branch in the one place by the one
team in an impartial and timely manner.
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DEFENCE
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.”
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.
“By bringing together three agencies, we are drawing on a
strong mix of skills and expertise in the military and civilian
arenas. 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 fall within DPE.
