Commonwealth Ombudsman Annual Report 2010-11

Table of Contents

• Forward
• Feature–National Reconciliation Week
• Professor Jack Richardson AO (1920–2011)
• Chapter 1
• Ombudsman’s review
• The Ombudsman at work
• Indigenous issues
• Stakeholder engagement, outreach and education
• Communication and plain language
• Internal management
• The year ahead—outlook 2011–12
• Chapter 2
• Organisation overview
• Chapter 3
• Performance report
• Program key performance indicators
• Outcome 1
• Chapter 4
• Corporate governance
• External scrutiny
• People management
• Financial management
• Chapter 5
• Agencies overview
• Commonwealth Ombudsman
• Australian Customs and Border Protection Service
• Centrelink
• Child Support Agency
• Comcare
• Department of Education, Employment and Workplace Relations
• Department of Climate Change and Energy Efficiency and Department of Sustainability, Environment, Water, Population and Communities
• Department of Families, Housing, Community Services and Indigenous Affairs
• Department of Health and Ageing
• Fair Work Ombudsman
• Medicare Australia
• Monitoring and Inspections
• Freedom of Information
• Indigenous programs – Closing the Gap in the Northern Territory
• Feature – Improving agencies’ use of Indigenous Interpreters
• Defence Force Ombudsman
• Department of Defence and the Australian Defence Force
• Department of Veterans’ Affairs
• Defence Housing Australia and Toll Transitions
• Feature – Defence Portfolio Agencies Forum
• Immigration Ombudsman
• Department of Immigration and Citizenship
• Feature – Immigration Detention – visits program
• Law Enforcement Ombudsman
• Law Enforcement
• Australian Federal Police
• Australian Crime Commission (ACC)
• Attorney-General’s Department
• Australian Commission for Law Enforcement Integrity (ACLEI)
• CrimTrac
• AUSTRAC
• Feature – Australian Federal Police/Ombudsman Forum
• Overseas Students Ombudsman
• Overseas Students
• Feature – Safety net for overseas students
• Postal Industry Ombudsman
• Postal Industry
• Feature – Role of the Postal Industry Ombudsman
• Taxation Ombudsman
• Role
• Australian Tax Office
• Australian Prudential and Regulation Authority
• Australian Securities and Investments Commission
• Tax Practitioners Board
• Insolvency and Trustee Service Australia
• Feature – Tax Institute National Convention
• Chapter 6
• Helping people, improving government
• Chapter 7
• Engagement
• Appendixes
• Appendix 1—Freedom of information statement
• Appendix 2—Presentations By Staff
• Appendix 3—Statistics
• Appendix 4—Additional reporting on Postal Industry Ombudsman
• Appendix 5—Consultancy services, advertising and market research
• Appendix 6—agency resource statement and resources for outcomes
• Appendix 7—Financial statements
• Reference
• Abbreviations and acronyms
• Contacts