The Commonwealth Ombudsman’s office has a range of brochures and fact sheets available to the public. This material details the functions of each Ombudsman jurisdiction and provides a guide to using the services of the office. Please use the enquiry form if you wish to request hardcopies.
- Fact sheet - Principles for good practice in responding to coronial recommendations
This fact sheet sets out principles and steps for agencies to follow when responding to coronial recommendations.
- Fact sheet - Ombudsman investigations
An overview of the Ombudsman’s powers, investigations processes, recommendations, remedies and remedial actions, and working cooperatively with the Ombudsman’s office.
- Fact sheet - Providing remedies
Explains the remedies that can be provided for poor administration by Australian Government agencies to assist agencies to identify and provide an appropriate remedy for a person who has suffered disadvantage as a consequence of poor administrative practice.
- Fact sheet - Use of interpreters
The Australian community is entitled to effective access to government services, and some individuals or groups may need an interpreter to help them access those services or communicate with government officials. This fact sheet sets out eight best practice principles for Australian government agencies when using interpreters.
- Fact sheet - Ten principles for good administration
The Ombudsman prepared a series of reports between 2005 and 2007 following our investigation of 247 cases of immigration detention. The reports detailed the administrative problems and errors that were uncovered during the investigations, and culminated with a report providing ten principles for good administration. This fact sheet sets out ten principles for promoting good public administration.
- Fact sheet - Complaint handling: Outsourcing
Government functions are often delivered to the public by private sector organisations. While there can be advantages, there can be a downside if adequate controls are not in place to ensure accountability of decisions and actions taken by the service provider. This fact sheet outlines the steps that government agencies and the organisations providing a service must take to ensure proper complaint handling arrangements are in place for outsourced services.
- Fact sheet - Complaint handling: multiple agencies
Many government services involve two or more Australian government agencies administering a single program, such as airports where police, customs and immigration officials are present. This fact sheet highlights areas that agencies should consider when faced with complaints about any multi-agency program.
- Fact sheet - Unreasonable complainant conduct
Based on the Better practice guide to managing unreasonable complainant conduct, this fact sheet sets out the principles for dealing with unreasonable conduct by complainants. More detailed information and advice is available in the Better practice guide to managing unreasonable complainant conduct.
- Fact sheet - Compensation for detriment caused by defective administration
This fact sheet sets out best practice principles for agencies to follow when dealing with CDDA claims.
- Factsheet- Dealing with ASIC's regulatory decisions
This factsheet outlines the Ombudsman’s Office approach to dealing with ASIC’s regulatory decisions.
- Student Factsheet - Attendance
- Student Factsheet - Course progress
- Student Factsheet - Education agents
- Student Factsheet - Fees and refunds
- Student Factsheet - Transferring between education providers
- Student Factsheet - Written agreements
Private Health Insurance Facts and Advice
- Obstetrics and Pregnancy: questions to ask your insurer if you're planning to start a family
- Premium Increases: the reasons and processes behind premium increases
- Informed Financial Consent: your right to ask about fees when going to hospital
- Membership Arrears: keeping your policy payments up to date
- Policy Exclusions and Restrictions: what isn't covered on your policy
- Mental Health Treatment and Health Insurance: cover for psychiatric services, rehabilitation and psychology
- Plastic and Reconstructive Surgery: items your policy may not cover
- Clearance Certificates: What to do if transferring between insurers
- Assisted Reproductive Services: what can be covered for IVF, GIFT and related services
- Podiatric Surgery: cover for surgical treatment from podiatric surgeons
- The Pre-Existing Conditions Rule: how it applies and PHIO's role in complaints
- Dental and Oral Surgery: how private health insurance covers dental surgery
- Orthodontic Treatment: what it involves and how it's covered by private health insurance
- Insulin Pumps: how private health insurance covers insulin pumps
Private Health Insurance Brochures
- Health Insurance Choice: Choosing a Health Insurance Policy
- Waiting Periods for Health Insurance: How and why waiting periods work, including pre-existing conditions
- The Right to Change: A consumer guide to transferring from one health insurance product to another
- Brochure on Doctors' Bills: Managing doctor's bills and potential out-of-pocket costs
- 10 Golden Rules of Private Health Insurance: Ten tips to help avoid problems with your health insurance
- Making A Complaint: What to do if you want to make a complaint
- About Our Service: PHIO's commitment to service
- Privatehealth.gov.au: Australia's leading independent source of information about private health insurance.
- Lifetime Health Cover: What you need to know: The rules about Lifetime Health Cover loading
- Private Patients' Hospital Charter: Know your rights and responsibilities as a private patient in hospital
The Commonwealth Ombudsman’s office has a range of brochures and information sheets available to the public. This material details the functions of each Ombudsman jurisdiction and provides a guide to using the services of the office. Please use the Publications order form if you wish to request hardcopies.
If you are a non-English speaking person, we can help through the Translating and Interpreter Service (TIS) on 131 450. If you are hearing, sight or speech impaired, a TTY Service is available through the National Relay Service on 133 677.
Making a complaint brochure - English
This brochure describes the kinds of complaints the Commonwealth Ombudsman can investigate, how to make a complaint and how complaints are handled.
- Multilingual brochure
- Indigenous brochure
- Gjuha shqipe (Albanian)
- አማርኛ (Amharic)
- العربية (Arabic)
- босански (Bosnian)
- 简化字 (Chinese - simplified)
- 簡化字 (Chinese - traditional)
- hrvatski (Croatian)
- دری (Dari)
- Thuɔŋjäŋ (Dinka)
- Nederlands (Dutch)
- فارسی (Farsi)
- Filipino (Filipino)
- français (French)
- Deutsch (German)
- ελληνικά (Greek)
- हिन्दी (Hindi)
- Bahasa Indonesia (Indonesian)
- Italiano (Italian)
- ភាសាខ្មែរ (Khmer)
- 한국어 (Korean)
- کوردی (Kurdish)
- phasa lao (Lao)
- македонски јазик (Macedonian)
- Bahasa Melayu (Malay)
- پښتو (Pushto)
- język polski, polszczyzna (Polish)
- русский язык (Russian)
- Српски Serbian
- සිංහල (Sinhalese)
- Af Soomaali (Somali)
- español (Spanish)
- Kiswahili (Swahili)
- தமிழ் (Tamil)
- ትግርኛ (Tigrinya)
- Türkçe (Turkish)
- tiếng Việt (Vietnamese)
Poster - Indigenous
A3 poster explaining the role and services of the Commonwealth Ombudsman for Aboriginal and Torres Strait Islander people
Poster - Multilingual
A3 poster explaining the role and services of the Commonwealth Ombudsman in the following languages: Amharic, Arabic, Simplified Chinese, Traditional Chinese, Dinka, Spanish, Swahili, Tigrinya, Vietnamese