Statement of Commitments
This replaces any pre-existing relationship protocols (but not Memoranda of Understanding) the Office agreed with organisations about exercising its statutory oversight functions.
The Office of the Commonwealth Ombudsman seeks to:
Provide assurance that organisations we oversee act with integrity and treat people fairly, and influence systemic improvement in administration.
We do this by:
- Independently and impartially handling complaints and disclosures.
- Influencing organisations to be accountable, lawful, fair, transparent, and responsive.
- Providing a level of assurance that relevant agencies comply with legal requirements when using covert, intrusive and coercive powers.
- Inspecting places of detention.
The Office will:
- Provide organisations with clear and timely information when we commence and during an investigation, inspection or other oversight activity.
This includes providing relevant background, explaining what information, documents, access and/or other assistance the organisation is expected to provide, and specifying any related timeframe/s. - Consider carefully whether and when to act informally or formally, including whether and when to use coercive powers.
- Set appropriate timeframes for requests or requirements of organisations, having regard to the urgency and complexity of the matter and the scope and complexity of the request/requirement.
We will consider requests from organisations for additional time to respond to our requests/requirements, having regard to urgency, scope and complexity. We will also consider the reason/s additional time is needed, and the organisation’s timeliness in past matters. If we do not agree to allow additional time, we will explain our reasons. - Safely collect, store, archive and destroy any information and data shared with us.
- Notify organisations when we finalise an investigation, inspection or other oversight activity.1
- Act fairly by:
- explaining the grounds for our findings, comments, suggestions and recommendations and inviting the affected organisation/s to provide a response (including identifying any apparent errors of facts or law).
- considering the affected organisation’s response in finalising our position (noting we may not agree).
- including organisations’ formal response/s to findings and recommendations in our published reports.
- Publish reports, issues papers, fact sheets and other guidance materials to inform best practice in our areas of oversight.
- Provide organisations with insights about their administration and recommendations, suggestions and comments to improve their administration.
- Provide organisations with current, correct details for key points of contact within our Office.
1As a general rule, we will not notify organisations when we finalise complaints – see s 12(2) of the Ombudsman Act 1976 (CTH) and s 15(2) of the Ombudsman Act 1989 (ACT).