CHAPTER 1Ombudsman's review

Introduction

This has been a year of change for the Commonwealth Ombudsman's office. New work practices, a new complaints management system and the formation of the Public Contact Team have been key activities during the year.

The core activity of the office is to handle complaints and enquiries from members of the public about government administrative action. This objective is captured in the office's outcome—administrative action by Australian Government agencies that is fair and accountable. We delivered on this objective by helping people to resolve complaints about government agencies, by fostering improved government administration and by focusing on integrity and legislative compliance in agency administration.

We investigated complaints made about 104 Australian Government departments and agencies. The complaints ranged across the spectrum of government activity. Remedies and assistance were provided to thousands of people around the country. We also made submissions to parliamentary and government inquiries, to contribute to the improvement of Australian Government administration.

'The complaints ranged across the spectrum of government activity.'

Other major activities included the investigation on the Ombudsman's initiative, or 'own motion', of the administrative actions of Australian Government agencies; and inspection of the records of agencies such as the Australian Federal Police (AFP) and the Australian Crime Commission (ACC), to gauge their compliance with legislative requirements applying to selected law enforcement and regulatory activities.

In its 29 years of operation, the Ombudsman's office has been able to stimulate improvements in government administration, through the experience and insights gained from handling complaints. Improvements have occurred in, for example, the quality of decision making, internal complaint handling, transparency, record keeping, communication with the public, sensitivity to individual needs, and government accountability generally.