Contents
Overview
Chapter 1—Ombudsman's review
Introduction
Complaints
Compliance auditing
Promoting good administration
Engagement
Internal management
Year ahead
Chapter 2—The organisation
History and establishment
Role and functions
Organisation and structure
Outcome and output structure
Performance review
Chapter 3—Performance report
Introduction
Performance at a glance
Output 1—Review of administrative action
Output 2—Review of statutory compliance in specified areas
Chapter 4—Management and accountability
Corporate governance
External scrutiny
People management
Financial management
Information management and work practices
Chapter 5—Engagement
Introduction
Community engagement
Engagement with agencies
Review and research bodies
Cooperation with other Australian Government integrity agencies
and complaint–handling agencies, and other Australian Ombudsmen
International cooperation and regional support
Oversight of Australian Government agencies
Chapter 6—Looking at the agencies
Introduction
Australian Taxation Office
Centrelink
Child Support Agency
Defence
Education, employment and workplace relations
Immigration
Indigenous issues
Law enforcement
Postal industry
Other agencies
Freedom of information
Monitoring and inspections
Chapter 7—Helping people, improving government
Introduction
Remedies
Good administration
Administrative deficiency
Bicentenary
Chapter 8—Ombudsmen—200 years of service
Introduction
Development of the office
Spreading around the world
The Ombudsman in Australia
Ombudsman model
Conclusion
Appendixes
Appendix 1—Freedom of information statement
Appendix 2—Presentations by staff
Appendix 3—Statistics
Appendix 4—Additional reporting on Postal Industry Ombudsman
Appendix 5—Consultancy services, advertising and market research
Appendix 6—Agency resource statement and resources for outcomes
Appendix 7—Financial statements
References
List of tables and figures
Abbreviations and acronyms
Compliance index
Contacts
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