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CONTACTING THE OMBUDSMAN Enquiries about this report should be directed to the Communication Manager, Office of the Commonwealth Ombudsman (by email to media@ombudsman.gov.au). If you would like to make a complaint or obtain further information about the Ombudsman, you can do one of the following things: Online Visit By phone Call ombudsman.gov.au 1300 362 072 between 9am and 5pm (AEDT) Monday to Friday. (Note: this is not a toll-free number and calls from mobile phones are charged at mobile phone rates.) Indigenous Line: 1800 060 789 In writing GPO Box 442, Canberra ACT 2601 Services available to help you If you are a non-English speaking person, we can help you through the Translating and Interpreting Service (TIS) on 131 450. If you are hearing, sight or speech impaired, a TTY Service is available through the National Relay Service on 133 677. 20<strong>15–16</strong> | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 7
CONTENTS PART 1—REVIEW BY THE OMBUDSMAN 11 PART 2—OVERVIEW OF THE OFFICE 15 Roles and functions 16 Organisational structure 18 Outcome and program structure 21 Purpose of the office 21 PART 3—REPORT ON PERFORMANCE 23 Complaints overview 24 Annual Performance Statement 25 Purpose Statement 25 PART 4— WHAT WE DO 33 Social Services agencies and programs 34 Postal Industry Ombudsman 40 Immigration Ombudsman 44 Overseas Students Ombudsman 50 Private Health Insurance Ombudsman 55 Inspections of covert, intrusive or coercive powers 67 Law Enforcement Ombudsman 70 Defence Force Ombudsman 70 Public Interest Disclosure scheme 71 International Program 92 PART 5—MANAGEMENT AND ACCOUNTABILITY 97 Corporate governance 98 External scrutiny 100 Management of Human Resources 101 Purchasing 104 Consultants 104 Advertising campaigns 105 Exempt contracts 105 Compliance reporting 105 Asset management 105 8 | COMMONWEALTH OMBUDSMAN ANNUAL REPORT | 20<strong>15–16</strong>
Page 1 and 2: ANNUAL REPORT 15-16
Page 3 and 4: HIGHLIGHTS In 2015-16 we received a
Page 5 and 6: CREDITS Date of publication: Septem
Page 7: GUIDE TO THE REPORT GUIDE TO THE RE
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
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
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Complaint outcomes Most cases (72 p
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Inspections of covert, intrusive or
Page 67 and 68:
and templates. They are based on le
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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
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Of the 29 PIDs which we accepted, 1
Page 77 and 78:
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
Page 93 and 94:
CASE STUDY—Commonwealth Ombudsman
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PART 5—MANAGEMENT AND ACCOUNTABIL
Page 97 and 98:
Page 99 and 100:
Page 101 and 102:
Page 103 and 104:
PART 6— APPENDICES
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2015-16 | COMMONWEALTH OMBUDSMAN AN
Page 107 and 108:
OFFICE OF THE COMMONWEALTH OMBUDSMA
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Note 5: Non-Financial Assets Proper
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Page 127 and 128:
Note 8: Provisions 0 0 $'000 $'000
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Page 131 and 132:
Page 133 and 134:
Page 135 and 136:
Appendix 2— Statistics Office of
Page 137 and 138:
Finalised Remedies Received Cat 1 C
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Appendix 4—Entity Resource Statem
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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
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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
Page 155 and 156:
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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