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Recommendations

Info

PART 7—REFERENCES S Samoa, 93 Ombudsman, 95 second-chance transfers Australia Post, 41 Select Committee on the Establishment of a National Integrity Commission, 68 Senate Community Affairs Reference Committee inquiry re mistreatment of people with disability in institutional and residential settings, 38 Senate Education and Employment Standing Committee inquiry re students with disability, 38 Senior Assistant Ombudsman Operations Branch see Fleming, Helen Senior Assistant Ombudsman, Immigration, Industry and Territories Branch, 99 see also Gibb, Doris Senior Executive Service (SES) staff and determinations under s 24 (1) of the Public Service Act 1999, 102 Senior Leadership Group, 98 and compliance review process, 105 membership, 19–21 and strategic and operational risks, 99 and Workforce and People Plans, 101 Shared Services Centre and Learn Hub and Lynda.com, 101 small business participation of in Commonwealth Government procurement market, 104 Social Security Legislation Amendment (Community Development Program) Bill 2015, 38 Social Services agencies and programs, 34–40 Social Services, Indigenous and Public Interest Disclosure section and complaints, 27 Social Services Team and engagement with stakeholders, 26 Solomon Islands, 26, 94 Office of the Ombudsman of the Solomon Islands, 94 Special Benefit and Income Maintenance Periods, 36–7 ‘vulnerable youth’ in receipt of, 39 stakeholders engagement with, 26, 30, 39 Immigration Ombudsman, 45 Overseas Students Ombudsman, 53–4 in relation to public interest disclosure, 29, 31 Statement of Preparation, 25 statistics approaches and complaints 2015–2016, 139–141 statutory requirements percentage met, 28, 31 in relation to public interest disclosure percentage met, 28–9, 31 students with disability Senate Education and Employment Standing Committee inquiry, 38 submissions to Department of Social Services’ review of the National Disability Advocacy Framework, 38 to Department of Social Services’ review of the National Disability Advocacy Program, 38 to House of Representatives Standing Committee on Social Policy and Legal Affairs’ Inquiry into the Child Support Program, 36 re Social Security Legislation Amendment (Community Development Program) Bill 2015 and CPD providers, 38–9 to review of PID Act, 79 to Select Committee on the Establishment of a National Integrity Commission, 68 to Senate Community Affairs Reference Committee’s inquiry re mistreatment of people with disability in institutional and residential settings, 38 to Senate Education and Employment Standing Committee’s inquiry re students with disability, 38 to statutory review of the National Disability Insurance Scheme Act 2013, 38 supervisors and public interest disclosures, 74 guide for, 78 Supply Nation website, 104 Surveillance Devices Act 2004 and Ombudsman’s oversight responsibilities, 67, 68 systemic issue recommendations, 26, 30 174 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 20<strong>15–16</strong>
T Telecommunications (Interception and Access) Act 1979 amendments to re data retention and metadata, 13, 69 and Ombudsman’s oversight responsibilities, 67, 68, 69 Telecommunications (Interception and Access) Amendment (Data Retention) Act 2015, 16, 32 Tertiary Education Quality Standards Agency liaison with, 54 Tonga, 93, 94 Commissioner for Public Relations (Ombudsman) in, 95 Trans Pacific support to, 95 Tourist Refund Scheme investigation of complaints about, 44–5 trial site consultations (NDIS), 37 Tuition Protection Service liaison with, 54 U United Nations Development Program, 93 United Nations High Commissioner for Refugees, 45 United Nations Office of Drugs and Crime, 93 United Nations Pacific Regional Anti-Corruption Project, 93 University Complaint Handlers forum New South Wales Ombudsman, 53 Unreasonable to Live at Home (UTLAH) payment ‘vulnerable youth’ in receipt of, 39 V Vanuatu, 94 verbal advice (private health insurance) complaints about, 59 case study, 59 ‘vulnerable youth’, 39 report on Administration of Income Management for, 12, 39 W Walsh, Dermot, 20–1 Walsh, Rodney Lee, 19 Walters, John R, and Australasian and Pacific Ombudsman Conference—Building Relationships; Meeting Global Challenges, 13 ‘warm transfer’ process, 35 waste management, 114 Web Content Accessibility Guidelines 2.0 (AA level), 100 websites, 12, 100 and information and guidance materials re public interest disclosure, 78 and Information Publication Scheme, 112 see also private health insurance consumer website; Supply Nation website Whistling While They Work 2 Project, 79 Work for the Dole placements, 36 work health and safety, 101–2 Work Health and Safety Act 2011, 99, 101, 102 Work Health and Safety Committee, 99 Workforce Plan 2015–19, 101 workforce profile, 102–3 workplace accidents or injuries, 102 workplace arrangements, 102 Workplace Diversity Program, 99, 101 workplace investigations, 102 ‘workplace law, Enterprise Agreement or organisational code of conduct’ investigation of public interest disclosures under, 76 Workplace Relations Committee, 99 World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.0, 100 Written Agreement (Fees and Refunds) student fact sheet, 53 Written Agreements Issues Paper and Provider Checklist (overseas students), 53 PART 7—REFERENCES 20<strong>15–16</strong> | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 175
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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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2015-16 | COMMONWEALTH OMBUDSMAN AN
Page 119 and 120: 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
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Page 135 and 136: Appendix 2— Statistics Office of
Page 137 and 138: Finalised Remedies Received Cat 1 C
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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: Q Queensland Ombudsman and PID Wiki
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