Accountability

Accountability is the third principle in the Access and Equity Framework. It requires effective and transparent reporting and review mechanisms through the following strategies:

• establishing mechanisms to encourage feedback from people of all cultural backgrounds and allow them to register complaints and raise concerns about the performance of policy developers, program implementers and service providers
• responding to concerns raised by clients to improve agencies’ performance
• reporting of community concerns about agency programs and agency responses to those concerns to appropriate audiences.

A wide range of mechanisms and combinations of approaches are used by government agencies to meet the accountability requirement. They may use client and staff surveys annually or, as needed, formal complaints handling procedures, internal review mechanisms or specialised units.

Some Australians come from countries with lower levels of government accountability, or where complaining could bring ill treatment or even persecution. They may require additional coaching to understand these mechanisms and have the confidence to raise concerns.

• Tell us what isn’t working
• Listening to clients leads to improvements
• Publicising information on issues and solutions