• Total contacts received in 2018–19 was 50,237, 5.6% increase from 2017-18
  • During 2018–19 we published four investigation reports across various jurisdictions and 17 inspection reports
  • Implemented feedback loop with the Department of Human Services
  • We received 1,711 complaints about the National Disability Insurance Agency, 12 per cent increase from 2017-18 (during the same period the National Disability Insurance participants increased by 62 per cent)
  • As at 30 June we had made 515 recommendations to the Department of Education, under the new VET FEE-HELP Redress Measures
  • We received 4,042 private health insurance complaints this represents an 11 per cent decrease form 2017–18
  • We delivered six activities during 2018–19 in the indo-pacific region with our international partners
  • 457 PIDs were received by agencies, 289 investigations were finalised and 146 investigations resulted in recommended action.


  • Part 1—Review by the Ombudsman
  • Part 2—Overview of the Office
    • Roles and function
    • Accountable authority
    • Organisational structure
    • Senior Leadership Group
  • Part 3—Report on Performance
    • Annual Performance Statement
    • Financial Performance
  • Part 4—What we do
    • Complaint Management
    • Oversight of government agencies
    • Oversight of Law Enforcement
    • Optional Protocol to the Convention against Torture and Other Cruel, Inhuman or Degrading Treatment or Punishment
    • Our role as an Industry Ombudsman
    • Working with international partners
  • Part 5—Public Interest Disclosure Scheme
  • Part 6—Management and accountability
    • Corporate Governance
    • External Scrutiny
    • Management of human resources
    • Purchasing
    • Consultants
    • Exempt contracts
    • Compliance reporting
    • Asset management
  • Part 7—Appendices
    • Appendix 1—All public contacts
    • Appendix 2—Financial Statements
    • Appendix 3—Information Publication Scheme
    • Appendix 4—Management of Human Resources
    • Appendix 5—Entity Resources Statement
    • Appendix 6—Ecologically Sustainable Development and Environmental Performance
    • Appendix 7—Correction of material errors in previous annual report
    • Appendix 8—Public Interest Disclosures
  • Part 8—References
    • Glossary
    • List of tables and figures
    • List of requirements


Date of publication: October 2019

Publisher: Commonwealth Ombudsman, Canberra Australia

© Commonwealth of Australia 2019

ISSN: 0814 –7124
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 Graphic Design

Letter of transmittal (Transmittal Certificate)

1 October 2019

The Hon Christian Porter MP
Parliament House

Dear Attorney-General

I am pleased to present the 42nd Commonwealth Ombudsman Annual Report for the year ending 30 June 2019.

The report has been prepared for the purposes of s 46 of the Public Governance, Performance and Accountability Act 2013 (PGPA Act), which requires that I prepare an annual report to you for presentation to the Parliament.

The Annual Performance Statement has been prepared as required by paragraph 39(1)(a) of the PGPA Act. This annual performance statement accurately reflects my Office's performance for the 2018–19 financial year, and complies with subsection 39(2) of the PGPA Act.

The report includes the audited financial statements for my Office, prepared in accordance with the Public Governance, Performance and Accountability (Financial Reporting) Rule 2015.

In addition, I certify that I am satisfied my Office has appropriate fraud control mechanisms in place which meet our needs and comply with the PGPA Act, PGPA Rule and associated framework.

Yours sincerely

Signature of Michael Manthorpe

Michael Manthorpe PSM
Commonwealth Ombudsman