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PART 4—WHAT WE DO 3. Health insurers are required to maintain up-to-date Standard Information Statements (SISs) and use the website’s industry interface to manage this process. 4. ‘Health Insurance Explained’: comprehensive and independent information on private health insurance including government surcharges and incentives. 5. Lifetime Health Cover Calculator: consumers can calculate how much Lifetime Health Cover (LHC) loading applies to their hospital policy premiums. If they already have a loading they can calculate whether they qualify to have the loading removed. 6. Agreement Hospitals Locator: check which funds and hospitals have agreements, meaning out-of-pocket expenses for consumers are minimised. 7. Average Dental Charges: the website publishes information on the average cost of the most common dental procedures. Website usage has continued to grow annually since the website’s launch in 2007, with over 1,173,644 visits in 2015–16. Figure 12: Website visitors per year to PrivateHealth.gov.au During 2015–16 PHIO has worked with industry representatives on improving the search feature for consumers using the website. One difficulty, which has been reported in consumer surveys, is that too much information and too many results are presented when searching for policies. This is a difficult issue because the website must impartially list all policies available in the marketplace. On the other hand, the office wants to make the search process as simple as possible. The office expects to make changes to the website early in 2016–17. 66 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 2015–16
Inspections of covert, intrusive or coercive powers PART 4—WHAT WE DO Our oversight activities The Ombudsman has oversight responsibilities under the Telecommunications (Interception and Access) Act 1979, the Surveillance Devices Act 2004, Part IAB of the Crimes Act 1914 and the Fair Work (Building Industry) Act 2012. This legislation grants intrusive (and often covert) powers to certain government agencies. The Ombudsman’s role is to provide assurance to the public that these agencies are using their powers as Parliament intended, and if not, hold the agencies to account. Table 10 gives an overview of our oversight activities in 2015–16. 2015–16 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 67
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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
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
Page 55 and 56: National Health Benefits (Onemedifu
Page 57 and 58: INFORMATION Complaints: 599 Key iss
Page 59 and 60: Issue Sub-issue 2013-14 2014-15 201
Page 61 and 62: Complaints about hospitals, doctors
Page 63: Complaint outcomes Most cases (72 p
Page 67 and 68: and templates. They are based on le
Page 69 and 70: Of these cases, the office finalise
Page 71 and 72: PIDs received The overall number of
Page 73 and 74: Once an internal PID is allocated f
Page 75 and 76: Of the 29 PIDs which we accepted, 1
Page 77 and 78: indicate a high level of satisfacti
Page 79 and 80: 2. Australian Postal Corporation 14
Page 81 and 82: 10. Australian Broadcasting Corpora
Page 83 and 84: 43. Department Foreign Affairs and
Page 85 and 86: 41. Corporations and Markets Adviso
Page 87 and 88: Table 15: PID investigations comple
Page 89 and 90: 9. Attorney-General’s Department
Page 91 and 92: PART 4—WHAT WE DO The Members and
Page 93 and 94: CASE STUDY—Commonwealth Ombudsman
Page 95 and 96: PART 5—MANAGEMENT AND ACCOUNTABIL
Page 103 and 104: PART 6— APPENDICES
Page 105 and 106: 2015-16 | COMMONWEALTH OMBUDSMAN AN
Page 107 and 108: OFFICE OF THE COMMONWEALTH OMBUDSMA
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OFFICE OF THE COMMONWEALTH OMBUDSMA
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2015-16 | COMMONWEALTH OMBUDSMAN AN
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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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2015-16 | COMMONWEALTH OMBUDSMAN AN
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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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