CONTENTS

Transmittal letter

Foreword

Overview
1. Ombudsman's review
Introduction
Complaint and inspections workload
Financial performance
Public administration
Developing role of the Ombudsman
International cooperation
Key strategic achievements
Challenges
The year ahead

2. The organisation
History and establishment
Role and functions
Organisation and structure
Outcome and output structure

Performance review
3. Performance report
Introduction
Performance at a glance
Output 1—Review of
    administrative action
Output 2—Review of
    statutory compliance

4. Management and accountability
Corporate governance
External scrutiny
People management
Financial management
Information technology

5. Challenges in complaint handling
Introduction
Inherent complexity
Responding to complaint-
    handling challenges
Community engagement
    and public awareness

6. Promoting good administration
Introduction
Submissions, reviews and research
Cooperation with other
    oversight agencies
Own motion and major investigations
International cooperation and
    regional support
Cooperation among
    Australian Ombudsmen

Oversight of Australian
Government agencies
7. Looking at the agencies
Introduction
Australian Taxation Office
Centrelink
Child Support Agency
Defence
Employment and workplace relations
Immigration
Law enforcement
Postal industry
Other agencies
Freedom of information
Monitoring and inspections activities

8. Thirty years ... thirty changes

Features
Celebrating thirty years
From paper to an automated office
Continuing a national operation
Publishing the ombudsman's
    investigations
Common issues
Promoting our services
International cooperation

Appendixes
1 Occupational health and safety
2 Freedom of information statement
3 Papers and presentations by staff
    during 2006–07
4 Statistics
5 Consultancy services
6 Financial statements

References
List of tables and figures
Glossary
Compliance index
Contacts