Case studies

Oversight of the Department of Veterans’ Affairs (DVA) – claims processing

In recent years the Office has published reports following our investigations of the...

How we manage complaints that are made after the issue has been resolved with the agency

Sometimes we receive complaints where the issue is already resolved...

Complaints about service delivery – how we handle these complaints

The Office receives complaints about a wide range of matters. Often people complain...

Authorised Review Officers (ARO) review delay issue

Our role is to provide assurance to the public that agencies act with integrity and treat...

Urgent intervention gets results

A complainant’s father purchased private health insurance from an Australian provider...

Aviation courses – landing students in serious debt

On 13 December 2024, as the Vocational Education and Training (VET) Student Loans...

Keeping myGov secure

In 2022, the Office became aware of escalating media reports about tax fraud committed by...

Improving the AFP’s handling of complaints against its members

At least once every year, we must review the Australian Federal Police's (AFP)...

A $6,000 prepayment pain

An overseas student enrolled in a package of courses with an education provider consisting...

How a single complaint helped to improve Child Support services

In March 2024, we received a complaint about Services Australia’s Child Support Program...

Lifetime health cover loading – a costly error

A complainant held private patient hospital cover with a number of different insurers...

Weaponising Child Support

Through complaints to our Office and from reading reports by universities, the...

Righting refunds – making processes fairer

Our investigation Righting Refunds was prompted by complaints to our Office about...

Detention status delays

Since 2013, people who arrived in Australia by sea – or were born here subsequently – have...

Release request to study in a different state

After a student accepted a first-round offer with their higher education provider, they...

Child support debt relief

A complainant submitted a claim for Disability Support Pension (DSP) with Centrelink on...

A weighty and expensive issue

A complainant approached us about an issue they were having with Australia Post’s...

Refund for unused private health policy

Geraldine* purchased a year of Overseas Student Health Cover (OSHC) from...

Compensation for a parcel seized by overseas customs authority

Namita* sent a parcel overseas with Extra Cover, which is optional protection sold...

Fee refund after withdrawing from concurrent study

Edward* was studying a bachelor-level course and wanted to study a trade at the...

How much is too much?

A complainant approached us to complain that their business had been impacted by a...

What’s a reasonable refund?

A student enrolled with an Australian education provider and applied for a student visa...

Is the condition pre-existing?

A complainant joined a private health insurer. Four months after taking out cover...

The cost of miscommunication

A complainant approached our Office about an issue with a VET Student Loan she had...

Executive Committee deep dives

A standing agenda item at the EC meeting is a deep dive into a particular focus area of ...

Making sure people know where to complain

A complainant lodged a formal complaint about the conduct of an Australian Border...

Fixing incorrect information on file

A complainant applied to opt out of being an organ donor. They followed up by ...

Waiting for a visa

A complainant lodged a Carer visa application to care for their sister who has low vision...

Age pension suspension

A complainant made an in-person complaint to us about Centrelink. The complainant alleged...

Historic child support assessments

During our investigation of a complaint made to the Office in 2018, we became aware that...

Income apportionment

In February 2023, Services Australia and the Department of Social Services (DSS) told...

Taking Liberties

In early 2023, the Ombudsman asked the Department of Home Affairs (Home Affairs)...

More information for people filing for bankruptcy

In 2023, the Australian Financial Security Authority (AFSA) identified one of its...