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.
  • 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.
  • Problems with the NDIS flow chart - Commonwealth Ombudsman Problems-with-the-NDIS-flow-chart.pdf page.
  • Education Providers: How to Deliver an Effective Apology - This factsheet offers guidance to education providers on how to deliver an effective apology
  • Recommendations Implementation Report Factsheet - This fact sheet outlines the Ombudsman’s Office approach to following up and reporting on the implementation of recommendations.
  • Commonwealth Ombudsman Factsheet: own motion investigations – information for agencies - This factsheet outlines what government agencies and other entities can expect when the Ombudsman conducts an own motion investigation. The main phases of an own motion investigation are planning, information gathering and analysis, and reporting.


  • 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).


  • Oversight of the use of covert, intrusive and coercive powers - This factsheet provides information about the inspections the Office of the Commonwealth Ombudsman undertakes to provide assurance that agencies are using certain covert, intrusive and coercive powers according to law and to improve their practices.
  • Understanding Our Inspection Report - This factsheet is designed for the agencies we oversee. It outlines the types of reports we provide and gives key information about the terms we use. It also sets out what an agency must do when they receive a report.

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