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Transmittal letter
Contacting the Commonwealth
Ombudsman
Foreword
1. Year in review
 Introduction
Complaint
workload
Public
administration
Defining
the Ombudsman's
role
in a contemporary setting
International
cooperation
Key
activities for 2003–04
Outlook
for 2004–05
2. About us
History
and establishment
Role
and functions
Organisation
and structure
Outcome
and output structure
3. Performance report
Introduction
Performance
at a glance
Output
1—Provision of a complaint
management
service for government
Output
2—Provision of advice to
government
to improve public
administration
4. A national operation
Introduction
The
organisation and operation
of a national office
Benefits
of a national operation
5. Looking at the agencies
Introduction
Australia Post
Australian
Taxation Office
Centrelink
Child
Support Agency
Defence
Immigration
Law
enforcement
Other
agencies
Freedom
of Information complaints
6. How the Ombudsman helped
people
Introduction
Helping
to resolve complaints
in a systematic fashion
Handling
complaints from
members of parliament
Bridging
the information gap
Providing
reasons
Providing
an independent assessment
Facilitating
compensation for
financial loss
Oversighting
agency investigations |
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7. Problem areas in government
decision making
Introduction
Record
keeping
Giving
advice
Dealing
with the exceptional
Review
of agency decisions
Schemes
established by
executive action
Other
issues
8. Promoting good administration
Introduction
Submissions
and participation
in inquiries
Own
motion investigations
International
cooperation and
regional support
9. Challenges in complaint
handling
Introduction
The
technological dimension
to complaint handling
Benchmarking
Client
satisfaction survey
Strategic
planning
Other
projects for 2004–05
10. Accountability and
management
Internal
and external scrutiny
Corporate
management
Information
technology
People
management
11. Freedom of information statement
12. Statistics
Team features
Financial statements
Appendix—Presentations
and papers by staff
References
Abbreviations
and acronyms
Compliance
index
Contacts
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