Quoting from P. S. News. Edition Number 547. Updated Tuesday 18 April 2017. http://www.psnews.com.au/aps/547/news/ps-urged-to-apologise-when-in-the-wrong?utm_source=aps547&utm_medium=email&utm_content=news1&utm_campaign=newsletter_aps
Public Service urged to apologise when in the wrong
A State Ombudsman has called on Government Departments and Agencies to say “sorry” to members of the public in cases where it could help resolve disputes.
Victoria’s Ombudsman, Deborah Glass (pictured) has recommended that the law be changed to allow Agencies to apologise for mistakes without fear of legal repercussions.
Ms Glass said in her report, Apologies, that simply saying sorry was often the most effective way Government Departments or similar bodies could resolve a dispute with a member of the public.
“In my several decades of dealing with complaints about public sector Agencies, I have lost track of the number of times I have reviewed a substantial file of evidence, compiled over many months or more and wondered: Why didn’t they just apologise?” Ms Glass said.
“Of course, some complaints need to be investigated to determine what actually happened, and not every complaint requires or deserves an apology, but in the many cases where someone has a legitimate grievance, a genuine apology is a powerful remedy.”
Ombudsman finds ‘Sorry’ too hard
Ms Glass’s report recommends the Victorian Government consider amending the Wrongs Act 1958 to prevent apologies being used as an admission of liability or evidence in all types of civil proceedings and to expand the definition of apology to include apologies that involve an acknowledgement of responsibility or fault.
Ms Glass said that in compiling the report, her office surveyed 80 public authorities, including major Government Departments, Local Councils and universities, about their practices and experiences in using apologies to resolve complaints.
She said other sources of material included a review of complaints to the Victorian Ombudsman from the past three years where individuals had sought or received apologies, as well as a review of laws, guidelines and good practice from other jurisdictions in Australia and internationally.
“Governments are increasingly comfortable making apologies, with the 2016 Victorian Parliament’s apology for laws criminalising homosexuality a good recent example,” Ms Glass said.
She said this was a welcome indication that an important cultural shift within Government may be under way.
“Saying sorry may sometimes be difficult, but if done well, the results are often worth the effort and more,” Ms Glass said.
The Ombudsman’s 22-page report can be accessed at this PS News link. https://www.ombudsman.vic.gov.au/getattachment/6adb9870-d976-443a-9087-e926b9ba746e
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