Commonwealth Ombudsman annual report 2006-2007

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

Performance review

3. Performance report

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

4. Management and accountability

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

5. Challenges in complaint handling

  • Introduction
  • Inherent complexity
  • Responding to complaint handling challenges
  • Community engagement and public awareness

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
  • Australian Taxation Office
  • Centrelink
  • Child Support Agency
  • Defence
  • Employment and workplace relations
  • Immigration
  • Law enforcement
  • Postal industry
  • Other agencies
  • Freedom of information
  • Monitoring and inspections activities

8. Thirty years ... thirty changes

Features

  • Celebrating thirty years
  • From paper to an automated office 
  • Continuing a national operation
  • Publishing the ombudsman's investigations
  • Common issues
  • Promoting our services
  • International cooperation

Appendixes

  1. Occupational health and safety
  2. Freedom of information statement
  3. Papers and presentations by staff during 2006–07 
  4. Statistics
  5. Consultancy services
  6. Financial statements

References

  • List of tables and figures
  • Glossary
  • Compliance index