Lifecycle of a complaint

Serving Members & the Defence Forces Internal Redress of Wrongs Process

A Defence Forces serving member, with a complaint may request the Defence Forces investigate the
complaint through the Defence Forces Internal Redress of Wrongs (ROW) process.

If the complaint is resolved to the complainant’s satisfaction, the case is closed.

If the complainant is not satisfied with the result of the Internal Redress of Wrongs process, they can
request the complaint be referred to the Ombudsman for the Defence Forces to investigate.

After 28 days of the Defence Forces being notified of the complaint, if there is likely to be no
resolution after 28 days, the complainant can request the complaint be sent to the Ombudsman for
the Defence Forces for investigation.

Serving Members & Direct Referrals to the Ombudsman for the Defence Forces

A Defence Forces serving member can directly refer a complaint to the Ombudsman for the Defence
Forces without going through the Defence Forces Internal Redress of Wrongs process.

Complaints against a Department of Defence Civil Servant

Serving Members with a complaint against a Department of Defence civil servant may refer their
complaint directly to the Ombudsman for the Defence Forces.

Defence Forces Former Members with Complaints against a Serving Member

A former member of the Defence Forces with a complaint against a serving member of the Defence
Forces or a Department of Defence civil servant may refer the complaint directly to the Ombudsman
for the Defence Forces for investigation.

Investigations of Complaints by the Ombudsman for the Defence Forces

The Ombudsman for the Defence Forces will carry out a preliminary examination where
jurisdictional issues are considered.

If there are no jurisdictional issues, the Ombudsman for the Defence Forces will begin an
investigation into a complaint.

The Ombudsman for the Defence Forces may issue a Preliminary Report and will allow those
involved to clarify issues or send further information to the Ombudsman for the Defence Forces.

The Ombudsman for the Defence Forces will consider responses and any other information
forwarded.

The Ombudsman for the Defence Forces issues a Final Report to the complainant, Chief of Staff and
the Minister of Defence.

Minister of Defence Accepts Findings and/or Recommendations of a Final Report

The Minister responds to the Final Report and accepts Findings and/or Recommendations made.

The Ombudsman for the Defence Forces communicates the outcome to the complainant.

Minister of Defence Declines to Accept Findings and/or Recommendations of a Final Report

The Ombudsman for the Defence Forces can issue a Special Report. The Ombudsman for the
Defence Forces will then communicate the outcome to the complainant.