Media release: Information Commissioner calls on public sector leaders to commit to continuous improvement following audit into agency responses to information requests

Information in the government’s possession is a public resource. The Right to Information Act 2009 (Qld) (RTI Act) and the Information Privacy Act 2009 (Qld) (IP Act) make clear Parliament’s intention to give the Queensland community a right of access to government-held information unless, on balance, there is a good reason not to give access. Formal access requests are the last resort.

The proportion of deemed refusals of access due to delay increased from 1% in 2017-18 to 3% in 2022-23 across the Queensland public sector.

Applicants have increasingly sought an external review by the Office of the Information Commissioner due to agency delays in deciding applications for information, with 7% in 2017-18 rising to 24% in 2022-23.

Delays in handling or finalising applications for information can have a significant impact on individuals and communities and affect trust in government. This is particularly felt when people are unable to access their personal information in a timely and straightforward manner (eg. their medical record, criminal history), or information of public interest about local roads, education, housing or other community issues.

The report identifies the following factors affecting timely and efficient handling of requests for information:

  • leadership, culture and resources
  • people
  • customer-focussed service delivery
  • systems.

The report and its findings are relevant to all Queensland government agencies and include recommendations to all of them on how to improve service delivery in responding to access requests for government-held information.

The Information Commissioner Joanne Kummrow said, “This audit identified the critical factors for good service delivery – leadership, resourcing and culture. I have captured the 10 most important activities in recommendations to all agencies.”

“Support and commitment from the senior executive leadership as stewards of the public sector is critical to achieving enduring improvements to agency practices and contributing to improving trust in government.”

Read the full report (PDF, 1528.98 KB)

Media contact: Steve Haigh
Phone: 3234 7373