Chapter 1
Ombudsman's review
Year ahead
Three major challenges face the office in 2009–10. The first is to deal efficiently with an expected increase in complaints and approaches to the office. Typically, many of the complaints that we receive within jurisdiction relate to new government programs. This can give rise to difficult or unexpected issues that require investigation.
Second, the office will continue the trend of recent years of placing more emphasis on the publication of reports and other guides to good administration. We expect to publish more than 20 reports in 2009–10 on significant cases or issues that have arisen in complaint investigation. Some of the investigations that are underway look at issues that are common to more than one agency, such as the payment of administrative compensation, and dealing with clients who exhibit mental illness. The publication of fact sheets and better practice guides to good administration will also receive added emphasis in 2009–10.
Third, the Ombudsman's office is in discussion with government about possible new functions that could be discharged by the office. These include options relating to whistleblower protection, oversight of government complaint handling in Norfolk Island, and monitoring the conduct of examinations conducted by the Fair Work Building Industry Inspectorate. There is also likely to be an expansion in the level of compliance auditing work of the office. The trend of recent years, that is likely to continue in 2009–10, is that the traditional complaint–handling role of the office will be supplemented by other functions to ensure effective independent external oversight of government administration.
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