CHAPTER 1Ombudsman's review

Key strategic achievements

Achievements for 2006–07 include the following.

• We received 33,322 approaches and complaints, finalised 17,934 approaches and complaints in jurisdiction covering 19,116 issues, and handled 15,319 approaches related to out-of-jurisdiction matters and requests for information.
  
  
• We completed 13 own motion and major investigations containing a total of 106 recommendations, of which 101 were accepted by agencies; three other recommendations were a matter for government, and two recommendations that applied to more than one agency were accepted by one or more agencies.
  
  
• We consolidated and refined our new work practices and complaint management system, and the operation of the Public Contact Team, to enhance overall performance and ensure consistency at a national level.
  
  
• We worked with the Australian Government Information Management Office, the Australian National Audit Office and the Privacy Commissioner in publishing the Automated Assistance in Administrative Decision-making Better Practice Guide.
  
  
• We implemented the new legislative arrangements covering the handling of complaints about the AFP.
  
  
• We implemented our enhanced role and responsibilities in immigration oversight.
  
  
• We commenced operation of the Postal Industry Ombudsman scheme.
  
  
• We expanded our oversight of the use of telephone interception and access, and of surveillance devices.
  
  
• We developed proposals for improving our service delivery to Indigenous people and communities.
  
  
• We continued our participation in a national research project on the management of whistleblowers and other internal witnesses in public sector agencies, with three major surveys being conducted.
  
  
• We conducted 116 outreach activities throughout all states and territories.
  
  
• We commissioned a market research company to conduct a second public awareness survey, which showed that ‘the Ombudsman’ is the preferred avenue to resolve complaints about Australian Government departments and agencies.

• We commissioned a market research company to survey Australian Government agencies to ascertain their views about our effectiveness and interaction with them, with a view to speedier and more effective resolution of complaints.

• We hosted or met with several senior-level delegations from other countries, including from Canada, China, Malaysia, Papua New Guinea, the United Kingdom and the United States.

• We contributed to research projects of the Administrative Review Council on coercive powers, complex business regulation, and developing Best Practice Guides to Good Decision Making.

• The Ombudsman and staff delivered over 65 papers, and made presentations at conferences and seminars held around Australia.