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PART 6—APPENDICES Finalised Remedies Received Cat 1 Cat 2 Cat 3 Cat 4 Cat 5 Total Finalised Action expedited Apology Decision changed or reconsidered Disciplinary action Explanation Financial remedy Law, policy or practice changed Other non-financial remedy Remedy provided by agency without Ombudsman Intervention Total Remedies Jurisdiction/Portfolio/ Agency Finance 91 23 62 7 2 94 2 1 1 1 1 6 Foreign Affairs and Trade 187 62 112 10 2 186 1 12 2 1 2 18 Health 93 33 48 6 87 1 3 4 Immigration and Border Protection 2341 702 1105 394 101 1 2303 85 7 41 6 332 17 14 56 18 576 Industry, Innovation and Science 67 14 41 5 3 1 64 1 2 2 4 1 1 11 Infrastructure and Regional Development 75 20 42 5 4 71 1 3 7 1 12 Prime Minister and Cabinet 57 9 27 16 7 59 2 1 3 1 15 1 2 1 26 Social Services 10888 5378 4687 586 190 4 10845 112 99 162 39 608 253 28 47 17 1365 Treasury 490 175 292 24 8 499 3 7 19 4 2 3 1 39 Norfolk Island 7 1 4 1 1 7 3 3 Commonwealth Ombudsman General 1237 573 668 1 1242 1 1 2 Out of Jurisdiction 5325 4446 893 5339 0 140 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 20<strong>15–16</strong>
Finalised Remedies Received Cat 1 Cat 2 Cat 3 Cat 4 Cat 5 Total Finalised Action expedited Apology Decision changed or reconsidered Disciplinary action Explanation Financial remedy Law, policy or practice changed Other non-financial remedy Remedy provided by agency without Ombudsman Intervention Total Remedies Jurisdiction/Portfolio/ Agency Overseas Students Ombudsman 874 55 520 201 90 866 18 3 108 226 32 18 11 19 435 Private Health Insurance Ombudsman 8322 4404 3077 872 47 8400 Postal Industry Ombudsman 10 1 8 9 0 TOTAL 37753 18204 16455 2540 582 9 37790 285 194 451 70 1639 421 79 168 75 3382 Private Health Insurance Ombudsman (PHIO) complaint figures reflect private health insurance complaint types; these figures may differ slightly from the complaint categories reported for PHIO from page 55 PART 6—APPENDICES 20<strong>15–16</strong> | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 141
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ANNUAL REPORT 15-16
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HIGHLIGHTS In 2015-16 we received a
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CREDITS Date of publication: Septem
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GUIDE TO THE REPORT GUIDE TO THE RE
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CONTENTS PART 1—REVIEW BY THE OMB
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PART 1— REVIEW BY THE OMBUDSMAN
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Private Health Insurance The integr
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PART 2—OVERVIEW OF THE OFFICE PAR
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PART 2—OVERVIEW OF THE OFFICE vi.
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PART 2—OVERVIEW OF THE OFFICE Geo
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PART 3— REPORT ON PERFORMANCE
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Annual Performance Statement As req
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The office is required to carry out
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Methodology The extent to which the
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Strategic Objectives Objective 1 Pr
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PART 4— WHAT WE DO
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The office investigated seven per c
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When someone receives an employment
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compliance reviews; and the creatio
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Figure 3: All approaches for Austra
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efore arrival at Australia Post’s
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who wish to claim a refund of the G
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Figure 6: Number of reports receive
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Information sharing Limitations on
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Figure 7: Overseas Students Ombudsm
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Student Feedback “Hi, Thank you v
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PRIVATE HEALTH INSURANCE OMBUDSMAN
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National Health Benefits (Onemedifu
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INFORMATION Complaints: 599 Key iss
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Issue Sub-issue 2013-14 2014-15 201
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Complaints about hospitals, doctors
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Complaint outcomes Most cases (72 p
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Inspections of covert, intrusive or
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and templates. They are based on le
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Of these cases, the office finalise
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PIDs received The overall number of
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Once an internal PID is allocated f
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Of the 29 PIDs which we accepted, 1
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indicate a high level of satisfacti
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2. Australian Postal Corporation 14
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10. Australian Broadcasting Corpora
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43. Department Foreign Affairs and
Page 85 and 86: 41. Corporations and Markets Adviso
Page 87 and 88: Table 15: PID investigations comple
Page 89 and 90: 9. Attorney-General’s Department
Page 91 and 92: PART 4—WHAT WE DO The Members and
Page 93 and 94: CASE STUDY—Commonwealth Ombudsman
Page 95 and 96: PART 5—MANAGEMENT AND ACCOUNTABIL
Page 103 and 104: PART 6— APPENDICES
Page 105 and 106: 2015-16 | COMMONWEALTH OMBUDSMAN AN
Page 107 and 108: OFFICE OF THE COMMONWEALTH OMBUDSMA
Page 123 and 124: Note 5: Non-Financial Assets Proper
Page 127 and 128: Note 8: Provisions 0 0 $'000 $'000
Page 135: Appendix 2— Statistics Office of
Page 139 and 140: Appendix 4—Entity Resource Statem
Page 141 and 142: PART 7— REFERENCES
Page 143 and 144: Term Complaint Controlled operation
Page 145 and 146: Term Lifetime Health Cover (LHC) Me
Page 147 and 148: Term The office The Ombudsman Unlaw
Page 149 and 150: Figures Figure 1: Executive and Sen
Page 151 and 152: Ref 17AD(c) 17AD(c)(i); 16F 17AD(c)
Page 153 and 154: Ref 17AG(4)(c)(iii) Part of report
Page 155 and 156: Ref 17AD(f) Part of report Descript
Page 157 and 158: Australian Commission for Law Enfor
Page 159 and 160: complaint investigations, 16, 24, 5
Page 161 and 162: detention inspections, 48 Detention
Page 163 and 164: I IDP Education Brisbane Internatio
Page 165 and 166: L lack of notification (private hea
Page 167 and 168: P Pacific Governance and Anti-Corru
Page 169 and 170: Q Queensland Ombudsman and PID Wiki
Page 171: T Telecommunications (Interception
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