CHAPTER 6Promoting good administration

Introduction

Much of the work of the Commonwealth Ombudsman's office involves investigating individual complaints and administrative problems. The matters that are investigated constitute only a small fraction of the total number of transactions and administrative actions that government agencies undertake each year. A core objective of an ombudsman's office is to move beyond those individual problems and to foster good public administration that is accountable, lawful, fair, transparent and responsive. The individual problems provide an excellent window to view government in the broader setting.

This chapter discusses some of the ways the Ombudsman's office has promoted good administration. Drawing on insights gained in complaint investigations, we made submissions to parliamentary and other government inquiries. We also initiated or participated in projects, described in this chapter, that aim for systemic reform on matters such as the use of automated decision making and protection of internal whistleblowers. Own motion investigations undertaken by the office are described in other chapters, and briefly noted in this chapter. Cooperation with other oversight agencies, and with ombudsman offices in Australia and the Asian and Pacific regions, enables us to undertake joint projects, share best practice experience and develop a mutual support network.