15–16

Methodology
The extent to which the office met its statutory
requirements in relation to the PID scheme
was measured by analysis of the timeliness of
allocation decisions made. Under the Public
Interest Disclosure Act 2013, an authorised officer
must use best endeavours to make an allocation
decision within 14 days of receipt of a disclosure.
Over the course of the year, authorised officers
assessed 65 internal PIDs, of which 61 were
allocated within 14 days, while four allocation
decisions were delayed.
KPI 8—Stakeholders participating in
engagement activities are satisfied
The office conducts regular stakeholder
engagement and guidance in an endeavour to:
ensure that its statutory requirements in relation
to PIDs are met; and raise awareness and assist
entities with the proper implementation of PID
within the public sector.
Methodology
The office measured the feedback from
participants at 26 PID-related stakeholder
engagement activities (including stakeholder
forums and communities of practice). Feedback
was provided via post-event online surveys.
A total of 285 stakeholders provided feedback
following these sessions, of which nine indicated
they were less than satisfied in at least one
question asked. The responses available to
respondents were Excellent, Very Good, Good,
Satisfactory and Poor.
KPI 9—Reliable information
is provided to consumers via
the private health insurance
consumer website
Methodology
The office gauged consumer satisfaction
with the private health insurance consumer
website via online surveys submitted by
users throughout 2015–16. The number
of respondents who found the quality of
information provided on the website to be Very
Good or Satisfactory was 525 out of a total of
699 responses.
The key area of concern was the functionality
of the PrivateHealth.gov.au website, which is
currently being updated.
Overall analysis of
office performance
By meeting six of nine KPIs established for
the 2015–16 financial year, the office has
demonstrated its ability to carry out its purpose
effectively throughout the year.
With respect to complaint-handling, the office
is currently operating in an environment of
constrained resources and increasing work
volume. A total of 37 753 approaches were
received during 2015–16, compared to
28 154 approaches in 2014–15. This is an
increase of 34 per cent, while the increase
from 2013–14 to 2014–15 was 20 per cent.
Additionally, delays in receiving responses
from the Department of Human Services and
PART 3—REPORT ON PERFORMANCE
2015–16 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 29