CHAPTER 1Ombudsman's review

Introduction

This report marks the milestone of thirty years operation of the Commonwealth Ombudsman’s office. During that period the office has assisted hundreds of thousands of people, and helped improve administration across the gamut of government activity. To maintain its relevance and effectiveness the office has adapted to the significant changes that have occurred in government and society over the last thirty years.

The thirtieth year has been a time of both consolidation and change in the office. The work practices, complaint management system and Public Contact Team introduced last year were refined. Two new roles of Postal Industry Ombudsman and Law Enforcement Ombudsman were implemented. There was a change in the way that complaints about the Australian Federal Police (AFP) are handled, following legislative revision. Our inspections and monitoring role in relation to law enforcement agencies and other enforcement agencies expanded.

‘This report marks the milestone of thirty years operation of the Commonwealth Ombudsman’s office.’

The core activity of the office remains the handling of 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 meet 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 handled complaints made about 113 Australian Government departments and agencies, covering all aspects of public administration. We provided remedies and assistance 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.

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 AFP and the Australian Crime Commission (ACC), to gauge their compliance with legislative requirements applying to selected law enforcement and regulatory activities.