Commonwealth Ombudsman annual report 2005-2006

Table of 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

Performace review

3. Performance report

  • Introduction
  • Performance at a glance
  • Output 1—Review of administrative action
  • Output 2—Review of statutory compliance in specified areas

4. Management and accountability

  • Corporate governance
  • External scrutiny
  • People management
  • Financial management
  • Information technology

5. Challenges in complaint handling

  • Introduction
  • Public contact
  • Work practice changes
  • Data management
  • Referrals to agencies
  • Outreach into regional areas
  • Service delivery to Indigenous Australians
  • Difficult or unreasonable conduct by complainants

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
  • Australia Post
  • Australian Taxation Office
  • Centrelink
  • Child Support Agency
  • Defence
  • Immigration
  • Law enforcement
  • Other agencies
  • Freedom of information

8. How the Ombudsman helped people

  • Pinpointing the issue in dispute
  • Dealing with urgent and pressing issues
  • Detoxifying the relationship
  • Placing an item on the legislative or policy agenda
  • Surmounting barriers

9. Problem areas in government decision making

  • Introduction
  • Administrative irritants
  • Complexity
  • Administrative drift
  • Unhelpful legalism
  • Other issues

Features

  • Public contact—consistency in approach
  • ANZOA—cooperation among Australian and New Zealand Ombudsmen
  • International program—Indonesia and Thailand regional cooperation
  • International program—Pacific islands regional strengthening
  • Security legislation review
  • Reaching rural and regional Australia
  • Research project—whistling while they work

Appendixes

  1. Occupational health and safety
  2. Freedom of information statement
  3. Papers and presentations by staff
  4. Statistics
  5. Consultancy services
  6. Financial statements

References

  • List of tables and figures
  • Glossary
  • Compliance index