How the department is Ensuring it Deals with Clients Fairly and Reasonably

Fair, prompt and consistent individual case management

A new case management service is being implemented to improve the delivery of services to vulnerable the department's clients. In particular, this service will seek to ensure that immigration outcomes are reached for clients in a timely, lawful, fair and reasonable manner and that clients receive individual attention.

In addition, a community care pilot programme is currently underway with partners such as the Australian Red Cross and the International Organisation of Migration. The programme complements the case management system by coordinating the delivery of a range of immigration information, counselling and community services to clients while they await their immigration outcome.

Improved client engagement

The department engages closely with its external stakeholders to ensure its work is tailored to the community's needs and expectations.

The department has launched a Client Service Charter which explains what clients can expect when dealing with he department, how they can help the department to help them, and how they can provide the department with feedback or make a complaint.

The charter is an important element of the Client Service Improvement Programme, which is helping to ensure that DIMA is a client-focused organisation.

Workshops have been held with clients to obtain feedback about what is important to them and what changes would help the department and staff provide further improvements to client service.

The department has centralised the processing of all feedback by establishing the Global Feedback Unit. This unit collects, analyses and reports on all forms of feedback.

The immi.gov.au website has been upgraded to enable clients to access information which is clear, consistent, accurate and up-to-date.

Improved health services and wellbeing outcomes for detainees

A new Detention Health Strategy has been implemented which will emphasise the need for procedures and actions to be linked to client health diagnosis, specify essential and elective treatments, and provide continuity of health care for people during and after detention.

The Detention Health Advisory Group (DeHAG) has been established to provide expert advice on detention health services.

The department is in the process of re-tendering its detention services contract in response to the recommendations of a wide-ranging review. A separate contract will be developed to deliver health and psychological services to detainees, which will bring monitoring for the provision of health and mental health care under the direct management of the department.

Alternative strategies are now being used to better manage people with particular health needs, including the availability of enhanced clinical services, particularly mental health services.

The department has also focused on improving the health of detainees through better facilities at immigration detention centres, including new recreational facilities and kitchen and barbeque facilities so detainees can cook their own meals.

The department is also negotiating access to appropriate public and private health services in key states for detainees.

New detention health standards are also being developed in conjunction with the Royal Australasian College of General Practitioners and in conjunction with the DeHAG.

Efficient and effective identity verification

All cases where a person has been in detention for more than nine days, where identity is in question, are referred to the National Identity Verification and Advice Section (NIVA). NIVA registers and monitors these cases, providing active oversight to ensure identity investigations are finalised as soon as possible. Individual cases where all available avenues of inquiry have been exhausted at the state or territory level are referred to NIVA for active management until a final resolution.

See Also:
Report from the Secretary
DIMA 12 Months After Palmer: on the move to improve
How the department is becoming open and accountable
How the department is ensuring its staff are well-trained and supported