HIGHLIGHTS

The Office received 46,494 approaches, 12% more than last year. 68.5% of complaints were finalised within 90 days.

We published 7 investigation reports across various jurisdictions.

We received 3,790 postal industry complaints, a 10 percent decrease from last year.

We received 1,528 complaints about the National Disability Insurance Agency, 256 percent increase from the 429 complaints received last year.

81% of people who complained to the Private Health Insurance Ombudsman were satisfied with the handling of their complaint.

737 public interest disclosures were received by agencies, with 313 cases being investigated and 207 recommendations made.

The Office conducted 71 inspections/reviews of the use of covert, intrusive or coercive powers by law enforcement and regulatory agencies.

We received 457 reports of serious abuse in Defence. Over 95% of people reporting to us felt supported through their engagement with our Office.

We received 6,397 complaints relating to the new VET Student Loans Ombudsman function.

CONTENTS

LETTER OF TRANSMITTAL

GUIDE TO THE REPORT

Part 1: REVIEW BY THE OMBUDSMAN

Growth in complaints
Defence reparation payment
Reports
New function–VET Student Loans Ombudsman (VSLO)
National Disability Insurance Agency
Leadership of the Office

Part 2: OVERVIEW OF THE OFFICE

Roles and functions
Our purpose
Outcome and programs
Organisational structure
Senior Leadership Group

Part 3: REPORT ON PERFORMANCE

Complaints overview
Performance overview
Financial performance

Part 4: WHAT WE DO

Department of Human Services
Department of Social Services
Department of the Prime Minister and Cabinet
Department of Health
National Disability Insurance Agency
Department of Jobs and Small Business
Indigenous Australians
Immigration Ombudsman
Optional Protocol to the Convention against Torture and other Cruel, Inhuman or Degrading Treatment or Punishment (OPCAT)
Law Enforcement Ombudsman
Inspections of covert, intrusive or coercive powers
Defence Force Ombudsman
Public Interest Disclosure Scheme
International Program
Postal Industry Ombudsman
Overseas Students Ombudsman
VET Student Loans Ombudsman
Private Health Insurance Ombudsman

Part 5: MANAGEMENT AND ACCOUNTABILITY

Corporate governance
External scrutiny
Management of human resources
Purchasing
Consultants
Advertising campaigns
Exempt contracts
Compliance reporting
Asset management

Part 6: APPENDICES

Appendix 1 – Statistics
Appendix 2 – Financial Statements
Appendix 3 – Annual Performance Statement
Appendix 4 – Information Publication Scheme
Appendix 5 – Entity Resources Statement
Appendix 6 – Ecologically Sustainable Development and Environmental Performance
Appendix 7 – Correction of material errors in previous annual report
Appendix 8 – Public Interest Disclosures

Part 7: REFERENCES

Glossary
List of tables and figures
List of requirements

CREDITS

Date of publication: October 2018

Publisher: Commonwealth Ombudsman, Canberra Australia

ISSN: 2206-8619
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Commonwealth Ombudsman Annual Report 2017-18