This report provides information on the activities, achievements and performance of the Office of the Commonwealth Ombudsman (the Office) for the 2017–18 financial year.

Part 1: REVIEW BY THE OMBUDSMAN

The Commonwealth Ombudsman Michael Manthorpe's review of the year and the outlook for 2018–19.

Part 2: OVERVIEW OF THE OFFICE

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

Part 3: REPORT ON PERFORMANCE

An overview of complaints received by the Office, our performance and financial performance for the 2017–18 financial year.

Part 4: WHAT WE DO

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

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 statistics on the number of approaches and complaints received by the Office, Financial Statements, Annual Performance Statement, a report on compliance with the information publication scheme, entity resource statement, ecologically sustainable development and environmental performance for the Office, correction of material errors in the previous annual report and Public Interest Disclosures.

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 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 2017–18 financial year.

      Part 1: REVIEW BY THE OMBUDSMAN

      The Commonwealth Ombudsman Michael Manthorpe's review of the year and the outlook for 2018–19.

      Part 2: OVERVIEW OF THE OFFICE

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

      Part 3: REPORT ON PERFORMANCE

      An overview of complaints received by the Office, our performance and financial performance for the 2017–18 financial year.

      Part 4: WHAT WE DO

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

      • 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
      • Immigration Ombudsman
      • Optional Protocol to the Convention against Torture and other Cruel, Inhuman or Degrading Treatment or Punishment
      • 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
      • Vocational Education Training Student Loans Ombudsman
      • Private Health Insurance Ombudsman.

      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 statistics on the number of approaches and complaints received by the Office, Financial Statements, Annual Performance Statement, a report on compliance with the information publication scheme, entity resource statement, ecologically sustainable development and environmental performance for the Office, correction of material errors in the previous annual report and Public Interest Disclosures.

      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 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.