This report provides information on the activities, achievements and performance of the Office of the Commonwealth Ombudsman (the office) for the 2015–16 financial year.

Part 1—REVIEW BY THE OMBUDSMAN

This is the Commonwealth Ombudsman, Colin Neave's review of the year and the outlook for 2016–17.

Part 2—OVERVIEW OF THE OFFICE

This outlines the roles and functions, the organisational structure, outcome and program structure and the purpose of the office.

Part 3—REPORT ON PERFORMANCE

This provides an overview of complaints received by the office, our annual performance statement and a summary of our financial performance for the 2015–16 financial year.

Part 4—WHAT WE DO

This provides information about our work in our major areas of responsibility, including:

Departments and agencies were given the opportunity to comment on draft sections of this report that relate to their organisations.

Part 5—MANAGEMENT AND ACCOUNTABILITY

This outlines the office's governance and accountability arrangements including external scrutiny, management of human resources, procurement and asset management.

Part 6—APPENDICES

This includes the financial statements; a report on compliance with the information publication scheme, statistics on the number of approaches and complaints received by the office, entity resource statement and the ecologically sustainable development and environmental performance for the office.

Part 7—REFERENCES

This includes a glossary, a list of figures and tables contained in the body of the report, a compliance index and an alphabetical index.

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 ombudsman.gov.au

By phone

Call 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.

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      If you need more translations, please contact us via: 1300 362 072 or ombudsman@ombudsman.gov.au

      Guide to the report

      This report provides information on the activities, achievements and performance of the Office of the Commonwealth Ombudsman (the office) for the 2015–16 financial year.

      Part 1—REVIEW BY THE OMBUDSMAN

      This is the Commonwealth Ombudsman, Colin Neave's review of the year and the outlook for 2016–17.

      Part 2—OVERVIEW OF THE OFFICE

      This outlines the roles and functions, the organisational structure, outcome and program structure and the purpose of the office.

      Part 3—REPORT ON PERFORMANCE

      This provides an overview of complaints received by the office, our annual performance statement and a summary of our financial performance for the 2015–16 financial year.

      Part 4—WHAT WE DO

      This provides information about our work in our major areas of responsibility, including:

      • Social Services agencies and programs
      • Postal Industry Ombudsman
      • Immigration Ombudsman
      • Overseas Students Ombudsman
      • Private Health Insurance Ombudsman
      • Defence Force Ombudsman
      • Law Enforcement Ombudsman
      • Public Interest Disclosure scheme
      • International program.

      Departments and agencies were given the opportunity to comment on draft sections of this report that relate to their organisations.

      Part 5—MANAGEMENT AND ACCOUNTABILITY

      This outlines the office's governance and accountability arrangements including external scrutiny, management of human resources, procurement and asset management.

      Part 6—APPENDICES

      This includes the financial statements; a report on compliance with the information publication scheme, statistics on the number of approaches and complaints received by the office, entity resource statement and the ecologically sustainable development and environmental performance for the office.

      Part 7—REFERENCES

      This includes a glossary, a list of figures and tables contained in the body of the report, a compliance index and an alphabetical index.

      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 ombudsman.gov.au

      By phone

      Call 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.