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Transmittal
letter
Contacting
the Commonwealth
Ombudsman
Foreword
1.
Year in review
 Introduction
Complaint
workload
Public
administration
Developing
role of the Ombudsman
International
cooperation
Key
activities for 2004–05
Outlook
for 2005–06
2.
About us
History
and establishment
Role
and functions
Organisation
and structure
Outcome
and output structure
3.
Performance report
Introduction
Performance
at a glance
Output
1—Provision of a complaint
management service for government
Output 1.1 Feedback and assessment
Output 1.2 Complaints received
Output 1.3 Complaints
finalised
and investigated
Output
2—Provision of advice to
government to improve public
administration
Output 2.1 Improvements to
government administration
Output 2.2 Formal recommendations
arising from investigations
Output 2.3 Feedback on auditing
and monitoring activitites
4.
Looking at the agencies
Introduction
Australia
Post
Australian
Taxation Office
Centrelink
Child
Support Agency
Defence
Immigration
Law
enforcement
Other
agencies
Freedom
of Information complaints
5. How the
Ombudsman helped people
Introduction
Added
value through complaint
referral and advice
Working
around a problem
Working
with members of parliament
Conciliation
and mediation of complaints
Prompting
agency action |
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6.
Problem areas in government
decision making
Introduction
Falling
through the cracks
Automated
decision making
The
limits of government responsibility
7.
Promoting good administration
Introduction
Submissions,
reviews and research
Own
motion and major investigations
International
cooperation and
regional support
Cooperation
among Australian
Ombudsmen
8.
Challenges in complaint handling
Introduction
Data
management
Efficient
handling of complaints
Staff
training
Outreach
into regional areas
9.
Accountability and management
Corporate
governance
External
scrutiny
People
management
Financial
management
Information
technology
Features
1 Commonwealth Ombudsman
2 Australian Capital Territory Ombudsman
3
Defence Force Ombudsman
4 Taxation Ombudsman
5
Law Enforcement
6 Inspections
7 Postal Industry Ombudsman
Appendixes
1 Presentations and papers by staff
2 Freedom of information statement
3 Statistics
4 Consultancy services
5 Financial statements
References
List
of tables and figures
Abbreviations
and acronyms
Compliance
index
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