Chapter 6
Looking at the agencies
Introduction
Most of the approaches and complaints received about Australian Government agencies that are within the Ombudsman's jurisdiction (79%) relate to the following agencies:
- Centrelink—7,226 approaches and complaints
- Child Support Agency—2,471 approaches and complaints
- Australia Post—2,219 approaches and complaints
- Department of Immigration and Citizenship—1,459 approaches and complaints
- Australian Taxation Office—1,422 approaches and complaints
- Department of Education, Employment Workplace Relations—571 approaches and complaints.
This chapter assesses our work with these agencies in handling complaints and dealing with other broader issues during 2008–09. It also looks at other areas of our work:
- as Defence Force Ombudsman, dealing with complaints by current and former members of the Australian Defence Force
- dealing with complaints about the Australian Federal Police, including under the role of Law Enforcement Ombudsman
- the broader Postal Industry Ombudsman role
- dealing with Indigenous issues, and in particular approaches and complaints raised in the context of the Northern Territory Emergency Response
- dealing with complaints about some other Australian Government agencies
- handling complaints about the way agencies deal with freedom of information requests.
The last part of the chapter covers the monitoring and inspections work we undertake for Output 2—Review of statutory compliance in specified areas.
Figure 6.1 shows the number of approaches and complaints received in 2008–09 about agencies within the Ombudsman's jurisdiction. Detailed information by portfolio and agency is provided in Appendix 3—Statistics.
FIGURE 6.1 Approaches and complaints received about within jurisdiction agencies, 2008–09
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