HIGHLIGHTS

  • In 2015–16 we received a total of 37 753 approaches — 34 per cent more than last year.
  • 82% complaints were finalised within 90 days (whole of office, including Private Health Insurance Ombudsman).
  • During 2015–16 the office convened its first Disability Complaint-Handling Forum to discuss how best to encourage, receive and handle complaints from people with disability.
  • In 2015–16 the Immigration Ombudsman made 490 recommendations, compared with 172 the previous year.
  • In 2015–16 the Overseas Students Ombudsman started 315 complaint investigations and completed 291, compared to 238 investigations started and 239 completed last year.
  • The office of the Private Health Insurance Ombudsman merged successfully with the Office of the Commonwealth Ombudsman on 1 July 2015.
  • Overall, 85% of people who complained to the Private Health Insurance Ombudsman were satisfied or very satisfied with the handling of their complaints.
  • In 2015–16 the Law Enforcement Ombudsman received 286 complaints about the Australian Federal Police, compared to 288 in 2014–15.
  • In 2015–16 the Defence Force Ombudsman received 491 complaints about Defence agencies, compared to 545 in 2014–15.
  • A total of 612 Public Interest Disclosures were made in 2015–16, with 69 of 175 agencies receiving one or more.
  • In 2015–16 the Commonwealth Ombudsman continued its international engagement with
    19 countries across the Pacific and Asia to develop and share best practice in complaint-handling and to strengthen integrity functions.

CONTENTS

CREDITS

Date of publication: September 2016

Publisher: Commonwealth Ombudsman, Canberra Australia

© Commonwealth of Australia 2016

ISSN 2206-8619 (Online)

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