https://www.oho.qld.gov.au/
$35M
QLD 2025-26 Budget$30M
2024-25 Total Revenue150
Headcount (2024-25)12 tagged
Reform proposals on YourGov that name this department as a delivery partner — drawn from citizen voice, government strategy, research, international examples and gap analysis.
STRATEGY SUMMARY
The OHO’s purpose is to protect and support the community through responsive complaints processes and regulatory action, driving positive change and confidence in the health system. [AR p.10]
PURPOSE
The OHO’s purpose is to protect and support the community through responsive complaints processes and regulatory action, driving positive change and confidence in the health system. [AR p.10]
Strategic priorities
· 5
care–optimising experiences and outcomes; building confidence in our services as being accessible, responsive and safe
transformation–transforming our systems, service delivery processes and data to drive performance and influence change
impact–driving improvements in health service safety, quality and complaints processes
people–valuing our people and empowering them for the future
integration–ensuring the effectiveness and integration of our regulatory and complaint management functions
Outcomes
· 1
Outcome 1: Protecting and supporting the community through responsive complaints processes and regulatory action
The OHO’s work in protecting and supporting the community through responsive complaints processes and regulatory action drives positive change and confidence in the health system. This includes managing complaints about registered and unregistered health practitioners, health services and facilities, and taking regulatory action where appropriate against health practitioners who use domestic and family violence. [AR p.10]
KEY ACTIVITIES
Values
· 5
protecting and supporting the community
responsive complaints processes
regulatory action
positive change
confidence in the health system
Performance measures
· 6
| Code | Measure | Target 2025-26 | Latest result | Status |
|---|---|---|---|---|
CCE01 | Complaint decisions within seven days of receipt | 90% | 97.2% Annual Report · p.20 | Achieved |
CCE02 | Complaints assessed within timeframes | 90% | 87.7% Annual Report · p.20 | Substantially achieved |
CCE03 | Complaints resolved within timeframes | 100% | 98.5% Annual Report · p.20 | Achieved |
CCE04 | Investigations finalised within 12 months | 75% | 52.5% Annual Report · p.20 | Partially achieved |
CCE05 | Disciplinary matters filed in QCAT with a case to answer | 90% | 100% Annual Report · p.20 | Achieved |
CCE06 | Immediate action decisions upheld by QCAT | 90% | 50% Annual Report · p.20 | Partially achieved |
Source documents
· 3
Ideas distilled from this entity's strategy & evidence
· 12
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
5825t1376.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
5825t1376.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
5825t1376.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
5825t1376.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
5825t1376.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
5825t1376.pdf)
Reusable briefing and summary assistant for internal documents
Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.
5825t1376.pdf)
Department-wide knowledge and briefing platform
Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.
5825t1376.pdf)
Triage queue for stuck or ageing cases
Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.
5825t1376.pdf)
End-to-end case processing redesign
Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.
5825t1376.pdf)
Consultation feedback summaries with response tracking
Summarise consultation submissions by theme and publish what changed in response.
5825t1376.pdf)
Always-on policy participation platform
Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.
5825t1376.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
5825t1376.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
5825t1376.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
5825t1376.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
5825t1376.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
5825t1376.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
5825t1376.pdf)
Reusable briefing and summary assistant for internal documents
Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.
5825t1376.pdf)
Department-wide knowledge and briefing platform
Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.
5825t1376.pdf)
Triage queue for stuck or ageing cases
Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.
5825t1376.pdf)
End-to-end case processing redesign
Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.
5825t1376.pdf)
Consultation feedback summaries with response tracking
Summarise consultation submissions by theme and publish what changed in response.
5825t1376.pdf)
Always-on policy participation platform
Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.
5825t1376.pdf)
Source library
· 7
3.7MB
5825t1376.pdf
1.3MB
OHO-complaint-form-1-2022.pdf
859KB
Building-Aboriginal-and-Torres-Strait-Islander-cultural-safety-and-engagement-pl.pdf
481KB
david-zhen-public-statement-traditional-chinese.pdf
483KB
david-zhen-public-statement-simplified-chinese.pdf
3.1MB
OHO_Strategic-Plan-2023-2027.pdf
110KB
OHO-Strategic-Plan-2019-23_A3_updated2020.pdf