Table of Contents

  1. Introduction
    1. Foreword
    2. A last word...
    3. Feature: Working With Others
  2. Chapter 1
    1. Complaints
    2. Compliance auditing
    3. Promoting good administration
    4. Engagement
    5. Internal Management
    6. Year Ahead
    7. Feature: Engaging Diversity
  3. Chapter 2
    1. History
    2. The Ombudsman in Australia
    3. Role and functions
    4. Organisation and structure
    5. Program and outcome structure
    6. Feature: Connecting with Indigenous communities
  4. Chapter 3
    1. Performance at a glance
    2. Program key performance indicators
    3. Outcome 1
    4. Feature: Rural outreach - Agfest 2010
  5. Chapter 4
    1. Corporate governance
    2. External scrutiny
    3. People management
    4. Financial management
    5. Information management and work practices
    6. Feature: Ombudsman done proud at Brisbane Pride
  6. Chapter 5
    1. Agencies overview
    2. Commonwealth Ombudsman
    3. Australian Customs and Border Protection Service
    4. Centrelink
    5. Child support agency
    6. Comcare
    7. Department of Education, Employment and Workplace Relations
    8. Department of Environment, Water, Heritage and the Arts and Department of Climate Change and Energy Efficiency
    9. Department of Families, Housing, Community Services and Indigenous Affairs
    10. Fair Work Ombudsman
    11. Department of Health and Ageing
    12. Medicare
    13. Freedom of information
    14. Monitoring and inspections
    15. Overseas students
    16. Defence Force Ombudsman
    17. Department of Defence
    18. Department of Veterans' Affairs
    19. Defence Housing Australia
    20. Immigration Ombudsman
    21. Immigration and Citizenship
    22. Law Enforcement Ombudsman
    23. Australian Federal Police
    24. Australian Crime Commission and Australian Commission for Law Enforcement Integrity
    25. CrimTrac, AUSTRAC and Attorney-General's Department
    26. Postal Industry Ombudsman
    27. Taxation Ombudsman
    28. Australian Taxation Office
    29. Australian Prudential Regulation Authority
    30. Australian Securities and Investments Commission
    31. The Treasury
    32. Feature: Good › better › best
  7. Chapter 6
    1. Remedies
    2. Good administration
    3. Administrative deficiency
    4. Feature: Regional engagement with the Pacific
  8. Chapter 7
    1. Community engagement
    2. Review and research bodies
    3. Engaging internationally
    4. Cooperative project with other government ombudsman offices
  9. Appendixes
    1. Appendix 1 — Freedom of information statement
    2. Appendix 2 — Presentations by staff
    3. Appendix 3 — Statistics
    4. Appendix 4 – Additional reporting on the Postal Industry Ombudsman
    5. Appendix 5 — Consultancy services, advertising and market research
    6. Appendix 6 — Agency resource statement and resources for outcomes
    7. Appendix 7 — Financial statements
  10. References
    1. Abbreviations and acronyms