Transmittal letter Foreword 1. Year in review - Introduction
- Complaint workload
- Public administration
- Defining the Ombudsman's
role
in a contemporary setting
- International
cooperation
- Key
activities for 2003–04
- Outlook
for 2004–05
2. About us - History
and establishment
- Role
and functions
- Organisation
and structure
- Outcome
and output structure
3. Performance report - Introduction
- Performance
at a glance
- Output
1—Provision of a complaint
management
service for government
- Output
2—Provision of advice to
government
to improve public
administration
4. A national operation - Introduction
- The
organisation and operation
of a national office
- Benefits
of a national operation
5. Looking at the agencies - Introduction
- Australia Post
- Australian
Taxation Office
- Centrelink
- Child
Support Agency
- Defence
- Immigration
- Law
enforcement
- Other
agencies
- Freedom
of Information complaints
6. How the Ombudsman helped
people - Introduction
- Helping
to resolve complaints
in a systematic fashion
- Handling
complaints from
members of parliament
- Bridging
the information gap
- Providing
reasons
- Providing
an independent assessment
- Facilitating
compensation for
financial loss
- Oversighting
agency investigations
| | 7. Problem areas in government
decision making - Introduction
- Record
keeping
- Giving
advice
- Dealing
with the exceptional
- Review
of agency decisions
- Schemes
established by
executive action
- Other
issues
8. Promoting good administration - Introduction
- Submissions
and participation
in inquiries
- Own
motion investigations
- International
cooperation and
regional support
9. Challenges in complaint
handling - Introduction
- The
technological dimension
to complaint handling
- Benchmarking
- Client
satisfaction survey
- Strategic
planning
- Other
projects for 2004–05
10. Accountability and
management - Internal
and external scrutiny
- Corporate
management
- Information
technology
- People
management
11. Freedom of information statement 12. Statistics Team features Financial statements Appendix—Presentations
and papers by staff References - Abbreviations
and acronyms
- Compliance
index
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