CHAPTER 6 | how the Ombudsman helped people

Introduction

The core function of an Ombudsman's office is to receive and investigate complaints from members of the public. The complaints range across the entire spectrum of Australian Government decision making—in areas as diverse as Centrelink debt recovery, management of immigration detention facilities, taxation assessment, conduct of police inquiries, assessment of custom duties and handling of Freedom of Information requests.

'This chapter provides a fuller picture of the work of the Ombudsman …'

The complaints also range in complexity. Many are about the smaller irritations that people experience in their dealings with government, such as discourtesy and delay. Other complaints express dissatisfaction with how complex legislation has been applied in an individual instance, or question the essential principles of a substantial government program.

The work of the Ombudsman is mostly known through the investigations undertaken by the office. Some investigations culminate in a formal finding of defective administration against a government agency. Many other investigations that span a great deal of time and investigative work conclude that there was no agency error. In either case, there can be a demonstrable public benefit—correcting defective administration in one instance and, in the other, allaying any such concern by an independent and objective examination of a grievance against government.

Investigative work, although the most prominent role of the Ombudsman, is just one aspect of how the Ombudsman helps people in their dealings with government. This chapter provides a fuller picture of the work of the Ombudsman by looking at the different ways in which the office handles the 25,000 or more complaints, inquiries and other approaches it receives each year.