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Recommendations

Info

PART 7—REFERENCES Inspector General of Intelligence and Security Act 1986, 77 Inspector General of the Australian Defence Force and complaints re Defence agencies, 71 and investigation of public interest disclosures, 75, 76–7 and report on operation of Public Interest Disclosure Act 2013, 72 Inspector-General of Intelligence and Security (IGIS) functions re public interest disclosures, 77 and inquiries about PID Act, 78 and public interest disclosure, 71, 79 notifications and extensions of time, 79 submission to review of PID Act, 79 integrity agency officers in Vanuatu training of, 94 ‘Integrity Hubs’ Pacific Governance and Anti-Corruption Program and, 94 internal audit review, 98 internal complaint handling ABF and service providers, 50 International Ombudsman Institute, 13 Australasian and Pacific Ombudsman Region, 19 international program, 13, 32, 92–5 case study: Commonwealth Ombudsman Trans Pacific support to Tonga, 95 country-specific engagement case studies, 94 International Student Advisors Network Australia, 53 investigations, 12 Immigration Ombudsman, 44–5 Overseas Students Ombudsman, 51 Postal Industry Ombudsman, 43 see also complaint investigations; own-motion investigations; public interest disclosures (PIDs) investigated Irregular Maritime Arrivals and access to mobile phones, 50 J job services providers complaints about, 36 Jobactive complaints about, 36 Jobactive Deed referrals under, 36 K key performance indicators, 25, 26–9, 98 KPI 1—Percentage of systemic issue recommendations accepted by entities, 26, 30 KPI 2—Stakeholders participating in engagement activities are satisfied, 26, 30 KPI 3(a)—Office obligations under Australian Aid arrangements are met (outputs delivered), 26–7, 30 KPI 3(b)—Office obligations under Australian Aid arrangements are met (reporting obligations), 27, 30 KPI 4—Percentage of complaints finalised within the office’s service standards, 27–8, 31 KPI 5—Percentage of statutory requirements met, 28, 31 KPI 6—Percentage of recommendations accepted by entities, 28, 31 KPI 7—Percentage of statutory requirements met, 28–9, 31 KPI 8—Stakeholders participating in engagement activities are satisfied, 29, 31 KPI 9—Reliable information is provided to consumers via the private health insurance consumer website, 29, 31 168 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 2015–16
L lack of notification (private health insurance) complaints about, 59 Law Enforcement Ombudsman, 16, 18 complaints, 70 functions, 70 review of AFP administration of professional standards and AFP conduct and practices issues, 70 Leadership Code Commissions in Pacific nations, 93, 94 Learn Hub, 101 learning and development, 101 Learning and Development Strategy, 101 letter of transmittal, 5 Lynda.com, 101 M management and accountability, 97–105 management committees, 98–9 Masri, George, 20 mechanical restraints see risk assessments and use of mechanical restraints re detainees medical gaps complaints about, 58 Medicare Benefits Schedule, 58 mental health and welfare impact on of immigration detention/processing, 50 metadata inspections, 13 metadata oversight for 2015–16, 69 Migration Act 1958, 16, 17, 46 Minister for Immigration and Border Protection and immigration detention, 16, 17 mistreatment of people with disability in institutional and residential settings Senate Community Affairs Reference Committee inquiry, 38 mobile telephones detainees’ access to, 50 Moss AM, Philip and review of public interest disclosure legislation, 71, 79 Multicultural Plan, 99, 101 MyCustomer (Australia Post) complaints about, 42 N National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students 2007, 52, 54 National Detention Placement Model, 49 National Disability Advocacy Framework review of, 38 National Disability Advocacy Program review of, 38 National Disability Insurance Agency (NDIA), 37–8 complaints about, 34, 37 submissions about, 38 National Disability Insurance Scheme (NDIS), 37 trial site consultations, 37 National Disability Insurance Scheme Act 2013 statutory review of, 38 National Strategy for International Education 2025, 54 Neave, Colin, 19, 25 and Pacific Ombudsman Alliance Board, 93 review by the Ombudsman, 11–13 see also Commonwealth Ombudsman New South Wales Ombudsman and PID Wiki, 79 University Complaint Handlers forum, 53 New Zealand Ombudsman, 95 Norfolk Island Ombudsman, 16, 18 Northern Territory Ombudsman and Indigenous Interpreter Service Forum, 39 notice to consumers of changes to policies (private health insurance), 59–60 notification, lack of (private health insurance) complaints about, 59 PART 7—REFERENCES 2015–16 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 169
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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
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OFFICE OF THE COMMONWEALTH OMBUDSMA
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Page 113 and 114: OFFICE OF THE COMMONWEALTH OMBUDSMA
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Page 123 and 124: Note 5: Non-Financial Assets Proper
Page 127 and 128: Note 8: Provisions 0 0 $'000 $'000
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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 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: I IDP Education Brisbane Internatio
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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