Table of Contents

  • Forward
    • Feature–National Reconciliation Week
    • Professor Jack Richardson AO (1920–2011)
  • Chapter 1
    • Ombudsman’s review
    • The Ombudsman at work
    • Indigenous issues
    • Stakeholder engagement, outreach and education
    • Communication and plain language
    • Internal management
    • The year ahead—outlook 2011–12
  • Chapter 2
    • Organisation overview
  • Chapter 3
    • Performance report
    • Program key performance indicators
    • Outcome 1
  • Chapter 4
    • Corporate governance
    • External scrutiny
    • People management
    • Financial management
  • Chapter 5
    • Agencies overview
    • Commonwealth Ombudsman
    • Australian Customs and Border Protection Service
    • Centrelink
    • Child Support Agency
    • Comcare
    • Department of Education, Employment and Workplace Relations
    • Department of Climate Change and Energy Efficiency and Department of Sustainability, Environment, Water, Population and Communities
    • Department of Families, Housing, Community Services and Indigenous Affairs
    • Department of Health and Ageing
    • Fair Work Ombudsman
    • Medicare Australia
    • Monitoring and Inspections
    • Freedom of Information
    • Indigenous programs – Closing the Gap in the Northern Territory
    • Feature – Improving agencies’ use of Indigenous Interpreters
    • Defence Force Ombudsman
    • Department of Defence and the Australian Defence Force
    • Department of Veterans’ Affairs
    • Defence Housing Australia and Toll Transitions
    • Feature – Defence Portfolio Agencies Forum
    • Immigration Ombudsman
    • Department of Immigration and Citizenship
    • Feature – Immigration Detention – visits program
    • Law Enforcement Ombudsman
    • Law Enforcement
    • Australian Federal Police
    • Australian Crime Commission (ACC)
    • Attorney-General’s Department
    • Australian Commission for Law Enforcement Integrity (ACLEI)
    • CrimTrac
    • AUSTRAC
    • Feature – Australian Federal Police/Ombudsman Forum
    • Overseas Students Ombudsman
    • Overseas Students
    • Feature – Safety net for overseas students
    • Postal Industry Ombudsman
    • Postal Industry
    • Feature – Role of the Postal Industry Ombudsman
    • Taxation Ombudsman
    • Role
    • Australian Tax Office
    • Australian Prudential and Regulation Authority
    • Australian Securities and Investments Commission
    • Tax Practitioners Board
    • Insolvency and Trustee Service Australia
    • Feature – Tax Institute National Convention
  • Chapter 6
    • Helping people, improving government
  • Chapter 7
    • Engagement
  • 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
  • Reference
    • Abbreviations and acronyms
    • Contacts