CHAPTER 1Ombudsman's review

The year ahead

In the coming year, the office’s key aims include:

• reviewing the recent work practice changes in the office to identify further opportunities to improve timeliness, quality assurance and consistency in complaint handling
  
  
• reviewing the range of work undertaken in our various offices, to improve our national structure and level of expertise in particular subject areas
  
  
• reviewing selected categories of administrative decisions in key agencies
  
  
• publishing a range of information on best practice in public administration
  
  
• improving our level of service to Indigenous people and communities
  
  
• continuing to build the profile of the office and delivering our outreach program to regional and rural Australia
  
  
• sustaining effective working relationships with agencies and departments in order to deal with complaints more efficiently and effectively
  
  
• surveying complainants to ascertain their views of our services, and areas for improvement.