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The office of the Private Health Insurance Ombudsman merged successfully with the Office of the Commonwealth Ombudsman on 1 July 2015. Overall, 85% of people who complained to the Private Health Insurance Ombudsman were satisfied or very satisfied with the handling of their complaints. In 2015–16 the Law Enforcement Ombudsman received 286 complaints about the Australian Federal Police, compared to 288 in 2014–15. In 2015–16 the Defence Force Ombudsman received 491 complaints about Defence agencies, compared to 545 in 2014–15. A total of 612 Public Interest Disclosures were made in 2015–16, with 69 of 175 agencies receiving one or more. In 2015–16 the Commonwealth Ombudsman continued its international engagement with 19 countries across the Pacific and Asia to develop and share best practice in complaint-handling and to strengthen integrity functions. 2015–16 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 3
CREDITS Date of publication: September 2016 Publisher: Commonwealth Ombudsman, Canberra Australia © Commonwealth of Australia 2016 ISSN 2206-8619 All material presented in this publication is provided under a Creative Commons Attribution 3.0 Australia licence (creativecommons.org/licences). This material may be copied, distributed, transmitted or adapted (including for commercial purposes) provided the Office of the Commonwealth Ombudsman is credited as the creator and is not represented as endorsing your use of the material. To avoid doubt, this licence only applies to the material as set out in this document. The details of the relevant licence conditions are available on the Creative Commons website, as is the full legal code for the CC BY 3.0 AU licence (creativecommons.org/licences/by/3.0/au). Under the Coat of Arms—the terms under which the Australian Coat of Arms may be used are detailed on the It’s an Honour website (itsanhonour.gov.au). Design: Papercut
Page 1 and 2: ANNUAL REPORT 15-16
Page 3: HIGHLIGHTS In 2015-16 we received a
Page 7 and 8: GUIDE TO THE REPORT GUIDE TO THE RE
Page 9 and 10: CONTENTS PART 1—REVIEW BY THE OMB
Page 11 and 12: PART 1— REVIEW BY THE OMBUDSMAN
Page 13 and 14: Private Health Insurance The integr
Page 15 and 16: PART 2—OVERVIEW OF THE OFFICE PAR
Page 17 and 18: PART 2—OVERVIEW OF THE OFFICE vi.
Page 19 and 20: PART 2—OVERVIEW OF THE OFFICE Geo
Page 21 and 22: PART 3— REPORT ON PERFORMANCE
Page 23 and 24: Annual Performance Statement As req
Page 25 and 26: The office is required to carry out
Page 27 and 28: Methodology The extent to which the
Page 29 and 30: Strategic Objectives Objective 1 Pr
Page 31 and 32: PART 4— WHAT WE DO
Page 33 and 34: The office investigated seven per c
Page 35 and 36: When someone receives an employment
Page 37 and 38: compliance reviews; and the creatio
Page 39 and 40: Figure 3: All approaches for Austra
Page 41 and 42: efore arrival at Australia Post’s
Page 43 and 44: who wish to claim a refund of the G
Page 45 and 46: Figure 6: Number of reports receive
Page 47 and 48: Information sharing Limitations on
Page 49 and 50: Figure 7: Overseas Students Ombudsm
Page 51 and 52: Student Feedback “Hi, Thank you v
Page 53 and 54: 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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Note 5: Non-Financial Assets Proper
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Note 8: Provisions 0 0 $'000 $'000
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Appendix 2— Statistics Office of
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Finalised Remedies Received Cat 1 C
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Appendix 4—Entity Resource Statem
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PART 7— REFERENCES
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Term Complaint Controlled operation
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Term Lifetime Health Cover (LHC) Me
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Term The office The Ombudsman Unlaw
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Figures Figure 1: Executive and Sen
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Ref 17AD(c) 17AD(c)(i); 16F 17AD(c)
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Ref 17AG(4)(c)(iii) Part of report
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Ref 17AD(f) Part of report Descript
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Australian Commission for Law Enfor
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complaint investigations, 16, 24, 5
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detention inspections, 48 Detention
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I IDP Education Brisbane Internatio
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L lack of notification (private hea
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P Pacific Governance and Anti-Corru
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Q Queensland Ombudsman and PID Wiki
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T Telecommunications (Interception
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