In this chapter
	Introduction
	Complaint workload
	Public Administration
	Defining the Ombudsman's role in a contemporary setting
	International cooperation
	Key activities for 2003–04
	Outlook for 2004–05

References

Compliance index

Contacts

CHAPTER 1 | year in review

OUTLOOK FOR 2004–05

In the coming year, the Ombudsman aims to:

establish the office of the Postal Industry Ombudsman
develop and implement an enhanced and effective outreach program to rural and regional Australia
establish improved oversight of surveillance devices
implement a new complaints management system with integrated work practices and complaint investigation guidelines
enhance the capability for online complaint lodgement
explore a benchmarking exercise with State Ombudsmen on performance measurement
improve the efficiency and effectiveness of complaint handling, especially through implementation of the new complaints management system.



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