Corrections was the most complained about portfolio to the Victorian ombud for 2022-23, according to the organisation’s annual report.
Up 18% from last year, there were 4,250 complaints about Corrections, followed by local government, with 3,607 complaints and the Department of Families, Fairness and Housing, with 1,667 complaints.
The annual report said staff shortages were having an ongoing impact.
“This seems to be felt more by prisoners in medium security prisons,” the report stated.
“Complaints spiked in January 2023 due to reduced out-of-cell hours and the flow on effects from this such as difficulties calling family members.
“A number of prisoners also went on strike due to the change which affected services such as meal options and laundry.”
The Department of Transport also had a “significant rise” in complaints, up 67% from 207 to 33.
The ombud attributed the increase to the number of vehicles damaged due to floods. Once the ombud engaged with the department, it put more resources to their claims handling. Complaints then decreased.
The highest number of complaints were related to correspondence, with 2,626 entries; then decision-making, with 1,689; and building maintenance with 1,119 complaints.
It was also the last annual report for ombud Deborah Glass, who will finish up in March next year, after 10 years in the role.
“My 2014 report described some of my early observations and plans for the role, including the evolution of the Ombudsman’s office in light of the then-new Independent Broad-based Anti-corruption Commission,” Glass wrote.
“I commented that the introduction of IBAC allowed me to refocus the work of the office in line with its Swedish origins — the ‘defender of the people’ — to make it clearer that corruption was IBAC’s business and fairness was mine.
“Nearly 10 years later, the lines are more blurred. Corruption is certainly IBAC’s business and fairness is still at the heart of my vision for the office. But the boundaries between the two are not clearcut,” Glass said.
Glass said that her organisation’s ability to investigate maladministration had been “ pivotal in exposing multiple examples of nepotism, conflicts of interest, and other forms of misconduct that undermine public trust in government”.
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