HIGHLIGHTS

  • The Office received 46,494 approaches, 12% more than last year. 68.5% of complaints were finalised within 90 days.
  • We published 7 investigation reports across various jurisdictions.
  • We received 3,790 postal industry complaints, a 10 percent decrease from last year.
  • We received 1,528 complaints about the National Disability Insurance Agency, 256 percent increase from the 429 complaints received last year.
  • 81% of people who complained to the Private Health Insurance Ombudsman were satisfied with the handling of their complaint.
  • 737 public interest disclosures were received by agencies, with 313 cases being investigated and 207 recommendations made.
  • The Office conducted 71 inspections/reviews of the use of covert, intrusive or coercive powers by law enforcement and regulatory agencies.
  • We received 457 reports of serious abuse in Defence. Over 95% of people reporting to us felt supported through their engagement with our Office.
  • We received 6,397 complaints relating to the new VET Student Loans Ombudsman function.

CONTENTS

  • LETTER OF TRANSMITTAL
  • GUIDE TO THE REPORT
  • Part 1: REVIEW BY THE OMBUDSMAN
    • Growth in complaints
    • Defence reparation payment
    • Reports
    • New function–VET Student Loans Ombudsman (VSLO)
    • National Disability Insurance Agency
    • Leadership of the Office
  • Part 2: OVERVIEW OF THE OFFICE
    • Roles and functions
    • Our purpose
    • Outcome and programs
    • Organisational structure
    • Senior Leadership Group
  • Part 3: REPORT ON PERFORMANCE
    • Complaints overview
    • Performance overview
    • Financial performance
  • Part 4: WHAT WE DO
    • Department of Human Services
    • Department of Social Services
    • Department of the Prime Minister and Cabinet
    • Department of Health
    • National Disability Insurance Agency
    • Department of Jobs and Small Business
    • Indigenous Australians
    • Immigration Ombudsman
    • Optional Protocol to the Convention against Torture and other Cruel, Inhuman or Degrading Treatment or Punishment (OPCAT)
    • Law Enforcement Ombudsman
    • Inspections of covert, intrusive or coercive powers
    • Defence Force Ombudsman
    • Public Interest Disclosure Scheme
    • International Program
    • Postal Industry Ombudsman
    • Overseas Students Ombudsman
    • VET Student Loans Ombudsman
    • Private Health Insurance Ombudsman
  • Part 5: MANAGEMENT AND ACCOUNTABILITY
    • Corporate governance
    • External scrutiny
    • Management of human resources
    • Purchasing
    • Consultants
    • Advertising campaigns
    • Exempt contracts
    • Compliance reporting
    • Asset management
  • Part 6: APPENDICES
  • Part 7: REFERENCES
    • Glossary
    • List of tables and figures
    • List of requirements

CREDITS

Date of publication: October 2018

Publisher: Commonwealth Ombudsman, Canberra Australia

© Commonwealth of Australia 2018

ISSN: 2206-8619
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