Transmittal
letter Foreword 1.
Year in review - Introduction
- Complaint
workload
- Public
administration
- Developing
role of the Ombudsman
- International
cooperation
- Key
activities for 2004–05
- Outlook
for 2005–06
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 1.1 Feedback and assessment
- Output 1.2 Complaints received
- Output 1.3 Complaints
finalised and investigated
- Output
2—Provision of advice to
government to improve public administration
- Output 2.1 Improvements to government administration
- Output 2.2 Formal recommendations arising from investigations
- Output 2.3 Feedback on auditing and monitoring activities
4.
Looking at the agencies - Introduction
- Australia
Post
- Australian
Taxation Office
- Centrelink
- Child
Support Agency
- Defence
- Immigration
- Law
enforcement
- Other
agencies
- Freedom
of Information complaints
5. How the
Ombudsman helped people - Introduction
- Added
value through complaint referral and advice
- Working
around a problem
- Working
with members of parliament
- Conciliation
and mediation of complaints
- Prompting
agency action
| 6.
Problem areas in government decision making - Introduction
- Falling
through the cracks
- Automated
decision making
- The
limits of government responsibility
7.
Promoting good administration - Introduction
- Submissions,
reviews and research
- Own
motion and major investigations
- International
cooperation and
regional support
- Cooperation
among Australian Ombudsmen
8.
Challenges in complaint handling - Introduction
- Data
management
- Efficient
handling of complaints
- Staff
training
- Outreach
into regional areas
9.
Accountability and management - Corporate
governance
- External
scrutiny
- People
management
- Financial
management
- Information
technology
Features - Commonwealth Ombudsman
- Australian Capital Territory Ombudsman
- Defence Force Ombudsman
- Taxation Ombudsman
- Law Enforcement
- Inspections
- Postal Industry Ombudsman
Appendixes - Presentations and papers by staff
- Freedom of information statement
- Statistics
- Consultancy services
- Financial statements
References - List
of tables and figures
- Abbreviations
and acronyms
- Compliance
index
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