Transmittal letter Foreword Overview 1. Ombudsman's review - Introduction
- Complaint and inspections workload
- Financial performance
- Public administration
- Developing role of the Ombudsman
- International cooperation
- Key strategic achievements
- Challenges
- The year ahead
2. The organisation - History and establishment
- Role and functions
- Organisation and structure
- Outcome and output structure
Performace review 3. Performance report - Introduction
- Performance at a glance
- Output
1—Review of administrative action
- Output 2—Review of statutory compliance in specified areas
4. Management and accountability - Corporate governance
- External scrutiny
- People management
- Financial management
- Information technology
5. Challenges in complaint handling - Introduction
- Public contact
- Work practice changes
- Data management
- Referrals to agencies
- Outreach into regional areas
- Service delivery to Indigenous Australians
- Difficult or unreasonable
conduct by complainants
6. Promoting good administration - Introduction
- Submissions, reviews and research
- Cooperation with other oversight agencies
- Own motion and major investigations
- International cooperation and regional support
- Cooperation among Australian Ombudsmen
| | Oversight of Australian Government agencies 7. Looking at the agencies - Introduction
- Australia Post
- Australian Taxation Office
- Centrelink
- Child Support Agency
- Defence
- Immigration
- Law enforcement
- Other agencies
- Freedom of information
8. How the Ombudsman helped people - Pinpointing the issue in dispute
- Dealing with urgent and pressing issues
- Detoxifying the relationship
- Placing an item on the legislative or policy agenda
- Surmounting barriers
9. Problem areas in government decision making - Introduction
- Administrative irritants
- Complexity
- Administrative drift
- Unhelpful legalism
- Other issues
Features - Public
contact—consistency in approach
- ANZOA—cooperation
among Australian and New Zealand Ombudsmen
- International
program—Indonesia and Thailand regional cooperation
- International
program—Pacific islands regional strengthening
- Security legislation review
- Reaching
rural and regional Australia
- Research
project—whistling while they work
Appendixes - Occupational health and safety
- Freedom of information statement
- Papers and presentations by staff
- Statistics
- Consultancy services
- Financial statements
References - List of tables and figures
- Glossary
- Compliance index
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