Commonwealth Factsheets

  • Ten principles for good administration - The Ombudsman prepared a series of reports between 2005 and 2007 following our investigation of 247 cases of immigration detention. The reports detailed the administrative problems and errors that were uncovered during the investigations, and culminated with a report providing ten principles for good administration.
  • Ombudsman Investigations - An overview of the Ombudsman’s powers, investigations processes, recommendations, remedies and remedial actions, and working cooperatively with the Ombudsman’s office.
  • Ombudsman Recommendations - This fact sheet outlines what government agencies or other entities can expect when the Ombudsman seeks assurance that recommendations have been implemented.
  • Providing remedies - Explains the remedies that can be provided for poor administration by Australian Government agencies to assist agencies to identify and provide an appropriate remedy for a person who has suffered disadvantage as a consequence of poor administrative practice.
  • Compensation for detriment caused by defective administration - This fact sheet sets out best practice principles for agencies to follow when dealing with CDDA claims.
  • Complaint handling: Outsourcing - Government functions are often delivered to the public by private sector organisations. This fact sheet outlines the steps that government agencies and the organisations providing a service must take to ensure proper complaint handling arrangements are in place for outsourced services.
  • Complaint handling: multiple agencies - Many government services involve two or more Australian government agencies administering a single program, such as airports where police, customs and immigration officials are present. This fact sheet highlights areas that agencies should consider when faced with complaints about any multi-agency program.
  • Use of interpreters - This fact sheet sets out eight best practice principles for Australian government agencies when using interpreters.
  • Unreasonable complainant conduct - Based on the Better practice guide to managing unreasonable complainant conduct, this fact sheet sets out the principles for dealing with unreasonable conduct by complainants.
  • Dealing with ASIC's regulatory decisions - This factsheet outlines the Ombudsman’s Office approach to dealing with ASIC’s regulatory decisions.
  • Principles for good practice in responding to coronial recommendations - This fact sheet sets out principles and steps for agencies to follow when responding to coronial recommendations.


  • Citizenship and Visa Delays Fact Sheet - This factsheet explains what to do if you have a complaint about your visa or citizenship application with the Department of Home Affairs (Home Affairs).

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