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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 | 20<strong>15–16</strong>
Term The office The Ombudsman Unlawful non-citizen Waiting period Warm transfer Within jurisdiction 486O report Definition The Office of the Commonwealth Ombudsman. The person occupying the statutory position of Commonwealth Ombudsman. A national of another country who does not have the right to be in Australia. The majority of unlawful non-citizens in Australia at any given time have either overstayed their visa or had their visa cancelled. Some unlawful non-citizens will have entered Australia without a visa. How long a person needs to be covered under a private health insurance policy before he or she is eligible for benefits. The maximum waiting periods for hospital policies are set down in the Private Health Insurance Act 2007 (Cth). An arrangement between the Ombudsman’s office and the Department of Human Services (Centrelink) whereby the Ombudsman’s office will forward the details of a complaint to Centrelink to enable for it to investigate it in the first instance. This arrangement is used most commonly in situations that are urgent or which seem simple, or where the office thinks there are good reasons why the complainant should not be required to make a direct complaint to the agency. An approach about a matter that the office may investigate under the Ombudsman Act 1976. The Ombudsman has a specific statutory role under s 486O of the Migration Act 1958 to report to the Minister for Immigration and Border Protection concerning the circumstances of anyone who has been in immigration detention for two years or more. PART 7—REFERENCES 20<strong>15–16</strong> | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 151
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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
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41. Corporations and Markets Adviso
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Table 15: PID investigations comple
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9. Attorney-General’s Department
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PART 4—WHAT WE DO The Members and
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CASE STUDY—Commonwealth Ombudsman
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Page 103 and 104: PART 6— APPENDICES
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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 and 136: Appendix 2— Statistics Office of
Page 137 and 138: Finalised Remedies Received Cat 1 C
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: Term Lifetime Health Cover (LHC) Me
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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