• In 2015–16 we received a total of 37 753 approaches — 34 per cent more than last year.
  • 82% complaints were finalised within 90 days (whole of office, including Private Health Insurance Ombudsman).
  • During 2015–16 the office convened its first Disability Complaint-Handling Forum to discuss how best to encourage, receive and handle complaints from people with disability.
  • In 2015–16 the Immigration Ombudsman made 490 recommendations, compared with 172 the previous year.
  • In 2015–16 the Overseas Students Ombudsman started 315 complaint investigations and completed 291, compared to 238 investigations started and 239 completed last year.
  • The office of the Private Health Insurance Ombudsman merged successfully with the Office of the Commonwealth Ombudsman on 1 July 2015.
  • Overall, 85% of people who complained to the Private Health Insurance Ombudsman were satisfied or very satisfied with the handling of their complaints.
  • In 2015–16 the Law Enforcement Ombudsman received 286 complaints about the Australian Federal Police, compared to 288 in 2014–15.
  • In 2015–16 the Defence Force Ombudsman received 491 complaints about Defence agencies, compared to 545 in 2014–15.
  • A total of 612 Public Interest Disclosures were made in 2015–16, with 69 of 175 agencies receiving one or more.
  • In 2015–16 the Commonwealth Ombudsman continued its international engagement with
    19 countries across the Pacific and Asia to develop and share best practice in complaint-handling and to strengthen integrity functions.



Date of publication: September 2016

Publisher: Commonwealth Ombudsman, Canberra Australia

© Commonwealth of Australia 2016

ISSN 2206-8619 (Online)

All material presented in this publication is provided under a Creative Commons Attribution 3.0 Australia licence (creativecommons.org/licences).

This material may be copied, distributed, transmitted or adapted (including for commercial purposes) provided the Office of the Commonwealth Ombudsman is credited as the creator and is not represented as endorsing your use of the material.

To avoid doubt, this licence only applies to the material as set out in this document.

The details of the relevant licence conditions are available on the Creative Commons website, as is the full legal code for the CC BY 3.0 AU licence (creativecommons.org/licences/by/3.0/au).

Under the Coat of Arms—the terms under which the Australian Coat of Arms may be used are detailed on the It's an Honour website (itsanhonour.gov.au).

Design: Papercut