PART 4: ACHIEVEMENTS AGAINST PERFORMANCE MEASURES FOR FINANCIAL YEAR 2019 – 2020 4.1 Good Governance OUTPUT 1: ADMINISTRATIVE JUSTICE (Investigation and Resolution of Complaints about Government Departments) Objective: To investigate complaints arising from the acts, omissions, decisions and recommendations of government departments and agencies. Performance Measures Achieved/Not Achieved Outreach and Education: 2 x Community awareness, 1x school awareness, 2 x Achieved ministries 2 x Community awareness (CRC Forum & SPCS), 1x school awareness, 2 x ministries. Did not complete 1 x school awareness due to measles and COVID19 national lockdown Complaints Handling: 100% of all Good Governance complaints are resolved and to the clients satisfaction. Achieved Completed most complaints for this period. Other matters pending due to complexity and receipt of information from subject agencies Government Consultations: 5 x Practice Statement to 5 Government ministries/enterprises by 30 June 2020 Achieved Completed 3 practice statement visits to government agencies and established network with respective agency Ombudsman Liaison Officers (OLO) prior to COVID-19 SOE orders. Action currently suspended and anticipated to resume at an appropriate time Own Motion Investigations: 1x Own Motion investigation completed subject to serious complaints or systemic issues that are of public concern Achieved No own motion investigations for this period (subject to serious complaints received) Telephone approaches/enquiries: All ministries/enterprises have established respective complaint handling systems to address public concerns by 30 June 2020 Achieved The ministries/enterprises visited have already established complaint handling systems for the public. Assistance has also been offered if required through respective agency OLO Office of the Ombusman/NHRI Samoa Annual Report 2019/20 42