CHAPTER 1year in review

Introduction

The core activity of the Ombudsman's office is to handle complaints and inquiries from members of the public about government administrative action. The immediate concern of the office is to assist people in resolving their complaints. In doing so, the office is committed to fostering good public administration that is accountable, lawful, fair, transparent and responsive. This objective is captured in the office's Portfolio Budget Statement outcome—to achieve equitable outcomes for complaints from the public and foster improved and fair administration by Australian Government agencies.

During 2004–05, the Ombudsman and staff investigated complaints made about 105
Australian Government departments and agencies. The complaints ranged across the spectrum of government activity. Remedies and assistance were provided to thousands of people around the country. Submissions were also made by the office to parliamentary and government inquiries, to contribute to the improvement of Australian Government administration.

Building on the experience and insights gained from handling complaints, the Ombudsman has been able to stimulate improvements across the breadth of government administration. Among the areas beneficially improved are the quality of decision making, internal complaint handling, transparency, record keeping, communication with the public, and sensitivity to individual needs.

'Remedies and assistance were provided to thousands of people around the country.'

A constant challenge for the office is to maintain a high public profile and for the public to know they can turn to the office when problems with government arise. An important step towards meeting this challenge was the development of an enhanced outreach program to rural and regional Australia. Raising public awareness is a vital aspect of our work, and visibility is a key component of our relationship with the public. The office's outreach program signifies the continuing commitment of the office to be active in the community in dealing with problems that people encounter with government.