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Recommendations

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PART 7—REFERENCES B Banking and Financial Services Ombudsman, 19 Brazil embassy of and overseas students, 53 briefings, 68 broader PID oversight community, 79 Business Continuity Plan, 100 Business Improvement Steering Committee, 99 C Centrelink and Administration of Income Management for ‘vulnerable youth’, 39 complaints about, 34, 36 case study, 34 debts, 35 service delivery, 35 complaints and approaches received, 24 efficiency initiatives disadvantage to clients of, 35 and Income Maintenance Periods and ‘Special Benefit’, 37 report on Income Maintenance Period, 12 report re Service Delivery, 12 Chief Financial Officer and Audit Committee, 98 Chief Ombudsman of the Financial Ombudsman Service, 19 Chief Operating Officer and Audit Committee, 98 child support liability impact of corrected tax assessments on, 36 Child Support Program complaints about, 35–6 complaints and approaches received, 24 see also Inquiry into the Child Support Program (House of Representatives Standing Committee on Social Policy and Legal Affairs) China embassy of and overseas students, 53 Christmas Island, 49 client survey private health insurance, 65 Comcover Risk Management Benchmarking Survey, 99 Commissioner of Law Enforcement Integrity (former) and review of public interest disclosure legislation, 71 common law contracts, 102 Commonwealth Consumer Affairs Advisory Committee, 19 Commonwealth Contracting Suite, 104 Commonwealth Government Community of Practice — Indigenous complaint handling, 39–40 Commonwealth Ombudsman functions re public interest disclosures, 77 and investigation of public interest disclosures, 75, 76–7 and report on operation of Public Interest Disclosure Act 2013, 72 review by, 11–13 see also Neave, Colin; Office of the Commonwealth Ombudsman Commonwealth Procurement Rules, 104 Commonwealth Public Interest Disclosure scheme, 16–17 community engagement with, 39 Community Development Program (CPD), 38–9 Community Development Program (CPD) providers, 38–9 Community of Practice see Commonwealth Government Community of Practice — Indigenous complaint handling Community of Practice forums PID practitioner community, 78–9 Compensation for Detriment caused by Defective Administration (CDDA) claims (ADF) complaints about, 70 Competition and Consumer Act 2010, 43 complaint handling, 17, 24 digital transformation, 12 and overseas students, 52–4 procedures and categories Private Health Insurance Ombudsman, 63–5 see also Disability Complaint-Handling Forum; Indigenous complaint handling; internal complaint handling 162 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 20<strong>15–16</strong>
complaint investigations, 16, 24, 51 complaints about Australia Post, 17, 40–4 see also second-chance transfers about Australian Defence Force, 17, 70–1 about Australian Federal Police, 70 about Centrelink, 34, 35 about Child Support, 35–6 about Defence agencies, 71 about Department of Employment, 34, 36 about Department of Human Services, 34–5 about Department of Immigration and Border Protection, 44 about Department of Social Services, 34, 36–7 about freedom of information, 18 about hospitals, doctors, brokers and others, 63 about immigration detention, 44 about job services providers, 36 about National Disability Insurance Agency, 34, 37 about private health insurers, 55, 56–60 complaint issues, 60–2 about Private Postal Operators, 41 about public interest disclosure, 77–8 complaints and approaches 2015–2016, 139–141 complaints and approaches received, 24, 29–30 finalised, 27, 31 by Indigenous Australians, 34 by overseas students, 50–2 case study, 54 issues, 52 by overseas visitors re health cover, 63 overview, 24 by people with disability, 34 reviews, 24 see also five-category complaint system; in-jurisdiction complaints compliance audits, 16 compliance penalties applied to Indigenous Australians in remote communities, 38 compliance reporting, 105 compliance review process, 105 consultants, 105 expenditure on, 105 Continuum of Force re detainees, 49–50 contracted service providers and PIDs, 74 and Public Interest Disclosure Act 2013, 72 corporate governance, 98–9 corporate governance practices, 99–100 Corporate Plan 2015–2016, 98 and key performance indicators, 25 Corporate Plan 2016–2017, 25 corrected tax assessments impact of on child support liability, 36 corrective action, 17 cost recovery payment Postal Industry Ombudsman, 42 Council for International Students Australia and complaint handling, 53 court and tribunal litigation, 100 covert and intrusive powers mandatory compliance audits of use of, 16 see also inspections of covert, intrusive or coercive powers Crimes Act 1914 and Ombudsman’s oversight responsibilities, 67, 68 Crisis Payment due to prison release ‘vulnerable youth’ in receipt of, 39 PART 7—REFERENCES 20<strong>15–16</strong> | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 163
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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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PART 5—MANAGEMENT AND ACCOUNTABIL
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PART 6— APPENDICES
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2015-16 | COMMONWEALTH OMBUDSMAN AN
Page 107 and 108: OFFICE OF THE COMMONWEALTH OMBUDSMA
Page 117 and 118: 2015-16 | COMMONWEALTH OMBUDSMAN AN
Page 123 and 124: Note 5: Non-Financial Assets Proper
Page 127 and 128: Note 8: Provisions 0 0 $'000 $'000
Page 131 and 132: 2015-16 | COMMONWEALTH OMBUDSMAN AN
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 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: Australian Commission for Law Enfor
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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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