Commonwealth Ombudsman annual report 2004-2005

Table of Contents

Transmittal letter

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 activities

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

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