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PART 7—REFERENCES
Term
Program
Public Interest
Disclosure
Redress of Grievance
(ROG)
Remedy
Review rights
Review
(Ombudsman)
Root cause
Root cause Analysis
Second Chance
Transfer
Stored
communications
Surveillance devices
Systemic issue
Telecommunications
interceptions
Definition
Commonwealth programs deliver benefits, services or transfer payments
to individuals, industry/business or the community as a whole and are the
primary vehicles for government agencies to achieve the intended results
of their outcome statements.
Unless otherwise stated, this relates to an internal disclosure of
wrongdoing, which has been reported by a public official to an authorised
internal recipient.
Members of the Australian Defence Force are encouraged to seek
resolution of any complaint at the lowest possible level in the chain of
command. Members who are not satisfied with the outcome of the normal
administrative processes may seek review through a formal Redress of
Grievance submission to their commanding officer.
A solution or correction to a problem that has been the subject of
a complaint.
People who disagree with a decision made about them or who believe they
have been treated unfairly by a government agency may appeal against
the decision or ask for it to be reviewed by the agency. If a person is not
satisfied with this process, he or she may complain to the Ombudsman.
A complainant who disagrees with a decision by the Ombudsman may
request that the matter be reconsidered by an officer within the office who
was not involved in the original investigation.
The reason or source of a problem that, if adequately addressed,
may prevent the problem recurring.
A structured approach to identifying the reason or source of a problem in
order to prevent it recurring.
These refer to complaints about Australia Post, and refer to relatively
uncomplicated complaints which were not investigated but instead were
referred back to Australia Post for reconsideration.
This typically refers to emails and text (SMS) messages, but may also
include images or videos, that have been electronically stored by a
telecommunications carrier or internet service provider. For instance,
an SMS message is stored by a carrier and sent when the intended
recipient is able to receive it. Stored communications access occurs
under warrant for the purposes of obtaining information relevant to the
investigation of an offence.
These are typically listening devices, cameras and tracking devices. The use
of these devices will, in most circumstances, require the issue of a warrant.
A problem that is likely to be repeated. These issues are often identified
through the analysis of similar individual complaints.
The recording of telephone conversations or other transmissions passing
over a telecommunications network. Interceptions occur under warrant for
the purposes of obtaining information relevant to a criminal investigation.
150 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 2015–16