CHAPTER 1year in review

Outlook for 2005–06

In the coming year, the Ombudsman aims to:

• establish a Public Contact Team in Canberra to receive and assess all telephone approaches to the office to enhance performance and consistency at a national level
  
  
• develop the office's enhanced role in immigration matters
  
  
• establish improved oversight of the use of surveillance devices
  
  
• establish improved oversight of compliance powers of the Building Industry Taskforce
  
  
• establish the Postal Industry Ombudsman scheme
  
  
• implement a new complaints management system with integrated work practices and complaint investigation guidelines
  
  
• enhance the capability of online complaint lodgment
  
  
• implement redeveloped internet and intranet sites for the office
  
  
• reduce delay in complaint handling, especially through implementation of the new complaints management system
  
  
• build on the office's outreach program to regional and rural Australia
  
  
• negotiate a new three-year Certified Agreement.