- 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.
- TRANSMITTAL CERTIFICATE
- GUIDE TO THE REPORT
- PART 1—REVIEW BY THE OMBUDSMAN
- PART 2—OVERVIEW OF THE OFFICE
- Roles and functions
- Organisational structure
- Outcome and program structure
- Purpose of the office
- PART 3—REPORT ON PERFORMANCE
- Complaints overview
- Annual Performance Statement
- Purpose Statement
- PART 4— WHAT WE DO
- Social Services agencies and programs
- Postal Industry Ombudsman
- Immigration Ombudsman
- Overseas Students Ombudsman
- Private Health Insurance Ombudsman
- Inspections of covert, intrusive or coercive powers
- Law Enforcement Ombudsman
- Defence Force Ombudsman
- Public Interest Disclosure scheme
- International Program
- PART 5—MANAGEMENT AND ACCOUNTABILITY
- Corporate governance
- External scrutiny
- Management of Human Resources
- Advertising campaigns
- Exempt contracts
- Compliance reporting
- Asset management
- PART 6—APPENDICES
- Appendix 1—Financial Statements
- Appendix 2—Statistics
- Appendix 3—Information Publication Scheme
- Appendix 4—Entity Resource Statement
- Appendix 5—Ecologically Sustainable Development and Environmental Performance
- PART 7—REFERENCES
- List of figures and tables
- List of requirements
Date of publication: September 2016
Publisher: Commonwealth Ombudsman, Canberra Australia
© Commonwealth of Australia 2016
ISSN 2206-8619 (Online)
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