This report provides information on the activities, achievements and performance of the Office of the Commonwealth Ombudsman (the Office) for the 2016–17 financial year.

Part 1—REVIEW BY THE OMBUDSMAN

The Commonwealth Ombudsman Michael Manthorpe's review of the year and the outlook for 2017–18.

Part 2—OVERVIEW OF THE OFFICE

This outlines the roles and functions and the organisational structure of the Office.

Part 3—REPORT ON PERFORMANCE

An overview of complaints received by the Office, our annual performance statement and a summary of our financial performance for the 2016–17 financial year.

Part 4—WHAT WE DO

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.

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      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 2016–17 financial year.

      Part 1—REVIEW BY THE OMBUDSMAN

      The Commonwealth Ombudsman Michael Manthorpe's review of the year and the outlook for 2017–18.

      Part 2—OVERVIEW OF THE OFFICE

      This outlines the roles and functions and the organisational structure of the Office.

      Part 3—REPORT ON PERFORMANCE

      An overview of complaints received by the Office, our annual performance statement and a summary of our financial performance for the 2016–17 financial year.

      Part 4—WHAT WE DO

      Information about our work in our major areas of responsibility, including:

      • Social Services agencies and programs
      • Postal Industry Ombudsman
      • Immigration Ombudsman
      • Overseas Students Ombudsman
      • Vocational Education and Training (VET) Student Loans Ombudsman
      • Private Health Insurance Ombudsman
      • Defence Force Ombudsman
      • Inspections of covert, intrusive or coercive powers
      • Law Enforcement Ombudsman
      • Public Interest Disclosure scheme, and
      • 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.