Part 8: References

Glossary

Contact	Any external contact to our Office. Contacts are made up of complaints, program-specific matters and any other enquiries.
Authorised officer	An officer appointed by the Principal Officer of an agency to receive and allocate public interest disclosures.
Complaint	Contact with our Office indicating that something is unsatisfactory or unacceptable in relation to an action by an agency or organisation within our jurisdiction. This includes: complaints about an Australian Government agency, including the Australian Defence Force and the Australian Federal Police complaints, including disputes, about public or private sector bodies received under any of the following jurisdictions: Postal Industry Ombudsman, Overseas Students Ombudsman, VET Student Loans Ombudsman and Private Health Insurance Ombudsman complaints about ACT Government agencies (under the ACT Ombudsman jurisdiction, including ACT FOI complaints, ACT PID complaints and complaints about the ACT Integrity Commission) complaints made about an agency or organisation within our jurisdiction, but where the issue raised is out of our jurisdiction (e.g., an immigration decision that was made by the Minister personally) – we are unable to consider this situation further, but it is still counted as a complaint to our Office.
Enquiry	Any contact with our Office that is not a complaint or program-specific matter. This can include: a request to the Office (e.g., a request from a journalist, a request under the FOI Act for documents we hold, a Public Interest Disclosure about us, or a service delivery complaint made about our own services) a purported complaint about an agency or organisation that is determined to be out of our jurisdiction based on the organisation being complained about (e.g., telecommunications, banking, state government) other inquiries (e.g., how do I make a complaint about Agency X; an enquiry about private health insurance; PID enquiries; and enquiries made to the ACT Ombudsman regarding FOI/Reportable Conduct and complaint handling advice for providers).
Finalised	A contact is finalised when we finish acting in response to that contact.
Outcome	The result of a contact to our Office. These can vary depending on the type of contact and can include: rectifying the situation for a person (such as restoring a payment; waiving a debt, a different decision, a better explanation from the agency, and an apology) assistance or advice for a person (such as referral to a more appropriate avenue, a better explanation by us on review rights, advice on how to make a complaint and an agency considering a matter in a more timely manner) outcomes that reflect our role as independent and impartial (such as independent assurance the agency’s decision was lawful and reasonable) outcomes for the broader community (such as changes to an agency’s policies or practices).
Out of jurisdiction (OOJ)	A matter about which the Office has no legal power under the Ombudsman Act 1976 to investigate.
Own motion investigation	An investigation conducted on the Ombudsman’s own initiative.
Program-specific matter	An application, report or other statutory process that requires processing by our Office but is not a complaint. This includes: applications under the ACT FOI Act (e.g. review requests and extensions of time) reports of Defence abuse PHIO mediations FOI mediations notifications under the ACT Reportable Conduct Scheme PIDs, extension requests and notifications.
Public interest disclosure (PID)	Unless otherwise stated, this relates to an internal disclosure of wrongdoing that was reported by a public official to an authorised internal recipient.
Serious abuse	‘Serious abuse’ (within Defence) is defined as sexual abuse, serious physical abuse and serious bullying and harassment. All reports of abuse are assessed to determine whether the reported abuse meets this definition.
The Office	The Office of the Commonwealth Ombudsman.
The Ombudsman	The person occupying the statutory position of Commonwealth Ombudsman.
Within jurisdiction	A contact about a matter the Office may investigate under the Ombudsman Act 1976.

List of Abbreviations

ACLEI	Australian Commission for Law Enforcement Integrity
ACT	Australian Capital Territory
ADF	Australian Defence Force
AFP	Australian Federal Police
ANAO	Australian National Audit Office
ANZOA	Australia New Zealand Ombudsman Association
APS	Australian Public Service
ASQA	Australian Skills Quality Authority
CFO	Chief Financial Officer
COO	Chief Operating Officer
DESE	Department of Education, Skills and Employment
DFO	Defence Force Ombudsman
DFRDB	Defence Force Retirement and Death Benefits
DHA	Defence Housing Australia
DVA	Department of Veterans' Affairs
EA	Enterprise agreement
EAP	Employee Assistance Program
FOI	Freedom of Information
ICT	Information and communication technology
IGIS	Inspector-General of Intelligence and Security
IPAA	Institute of Public Administration Australia
IPS	Information Publication Scheme
ITECA	Independent Tertiary Education Council Australia
ITGC	Information and Technology Governance Committee
NPM	National Preventive Mechanism
OAIC	Office of the Australian Information Commissioner
OPCAT	Optional Protocol to the Convention against Torture and Other Cruel, Inhuman or Degrading Treatment or Punishment
OSO	Overseas Students Ombudsman
PGPA	Public Governance, Performance and Accountability
PHIO	Private Health Insurance Ombudsman
PID	Public Interest Disclosure
PIO	Postal Industry Ombudsman
PSGC	Protective Security Governance Committee
RAAF	Royal Australian Air Force
RMPF	Risk Management Policy and Framework
SAO	Senior Assistant Ombudsmen
SBS	Special Broadcasting Service
SES	Senior Executive Staff
SIA	Secretary Initiated Actions
SLG	Senior Leadership Group
SME	Small and Medium Enterprises
SOETM	Services for Other Entities and Trust Moneys
SPB	Strategic Policy Board
SRM	Student Redress Measures
VET	Vocational Education and Training
VSLO	VET Student Loans Ombudsman
WA	Western Australia
WHS	Work health and safety
WHSC	Work Health and Safety Committee
WRC	Workplace Relations Committee

Lists of tables and figures

Tables

Table 1: Accountable authority. 15

Table 2: Average number of authorised officers in an agency, by agency size. 38

Table 3: Investigation timeframes. 39

Table 4: Annual reporting requirements under the Ombudsman Act 43

Table 5: Views on providers meeting responsibilities in complaints finalised in 2020–21. 48

Table 6: Audit and risk committee members. 56

Table 7: Applications to the OAIC for reviews of FOI decisions made by the Ombudsman. 60

Table 8: Complaints to the OAIC about breaches of privacy involving the Ombudsman. 60

Table 9: Total reportable consultancy contract expenditure in 2020–21. 64

Table 10: Total reportable non-consultancy contract expenditure in 2020–21. 65

Table 11: All public contacts 2020–21 (as of 30 June 2021) 67

Table 12: Term for senior executives. 94

Table 13: Remuneration for senior executives. 95

Table 14: All ongoing employees current report period (2020–2021) 97

Table 15: All non-ongoing employees current report period (2020–2021) 97

Table 16: All ongoing employees previous report period (2019–20) 98

Table 17: All non-ongoing employees previous report period (2019–20) 98

Table 18: Australian Public Service Act ongoing employees current report period (2020–21)¹ 99

Table 19: Australian Public Service Act non-ongoing employees current report period (2020–21) 100

Table 20: Australian Public Service Act ongoing employees previous report period (2019–20)² 101

Table 21: Australian Public Service Act non-ongoing employees previous report period (2019–20)³ 102

Table 22: Australian Public Service Act employees by full-time and part-time status current report period (2020–21) 103

Table 23: Australian Public Service Act employees by full-time and part-time status previous report period (2019–20) 104

Table 24: Australian Public Service Act employment type by location current report period (2020–21) 105

Table 25: Australian Public Service Act employment type by location previous report period (2019–20) 105

Table 26: Australian Public Service Act Indigenous employment current report period (2020–21) 106

Table 27: Australian Public Service Act Indigenous Employment previous report period (2019–20) 106

Table 28: Australian Public Service Act employment arrangements current report period (2020–21)⁴ 106

Table 29: Australian Public Service Act employment arrangements previous report period (2019–20)⁵ 107

Table 30: Australian Public Service Act employment salary ranges by classification level (minimum/maximum) current report period (2020–21) 107

Table 31: Australian Public Service Act employment performance pay by classification level (minimum/maximum) current report period (2020–21) 108

Table 32: Entity resources statement 2020–21. 109

Table 33: Resource summary table: Expenses for outcome¹ 110

Table 34: Number of disclosures. 113

Table 35: Agencies that reported not receiving PIDs. 119

Table 36: PID investigations completed and action(s) taken in response to recommendations  122

Figures

Figure 1: Executive and senior management structure on 30 June 2021. 15

Figure 2: performance criteria results year on year comparison. 24

Figure 3: allegations of disclosable conduct financial year comparison. 34

Figure 4: s48 – Declined to investigate decision – FY Comparison. 35

Figure 5: Findings of disclosable conduct Financial Year comparison. 36

Figure 6: Referrals to other investigative mechanisms Financial Year comparison. 37

Figure 7: 2020–21 Reports of abuse received. 45

Figure 8: Most reported locations. 45

Figure 9: Issues raised in finalised complaints. 49

Figure 10: Complaints by education sector 50

Figure 11: Committee structure. 55

List of requirements

PGPA rule reference	Part of report	Description	Requirement	Page
17AD(g)	Letter of transmittal	Letter of transmittal
17AI	-		Mandatory	4
17AD(h)	Aids to access	Aids to access
17AJ(a)	-		Mandatory
17AJ(b)	Part 8	Alphabetical index	Mandatory	145
17AJ(c)	Part 8	Glossary of abbreviations and acronyms	Mandatory	128-129
17AJ(d)	Part 8	List of requirements	Mandatory	135-144
17AJ(e)	-	Details of contact officer	Mandatory	3, 6
17AJ(f)	-	Entity's website address	Mandatory	6
17AJ(g)	-	Electronic address of report	Mandatory	3
17AD(a)	Review by Accountable Authority	Review by Accountable Authority
17AD(a)	Part 1		Mandatory	9-11
17AD(b)	Overview of the entity	Overview of the entity
17AE(1)(a)(i)	Part 2		Mandatory	12-20
17AE(1)(a)(ii)		A description of the organisational structure of the entity	Mandatory	15-20
17AE(1)(a)(iii)	Part 3	A description of the outcomes and programs administered by the entity	Mandatory	14-15
17AE(1)(a)(iv)	Part 3	A description of the purposes of the entity as included in corporate plan	Mandatory	12, 14
17AE(1)(aa)(i)	Part 2	Name of the Accountable Authority or each member of the Accountable Authority	Mandatory	15, 21
17AE(1)(aa)(ii)	Part 2	Position of the Accountable Authority or each member of the Accountable Authority	Mandatory	15, 21
17AE(1)(aa)(iii)	Part 2	Period as the Accountable Authority or member of the accountable authority within the reporting period	Mandatory	94
17AE(1)(b)	-	An outline of the structure of the portfolio of the entity	Portfolio departments – mandatory	NA
17AE(2)	-	Where the outcomes and programs administered by the entity differ from any Portfolio Budget Statement, Portfolio Additional Estimates Statement or other portfolio estimates statement that was prepared for the entity for the period, include details of variation and reasons for change	If applicable, mandatory	Nil to report
17AD(c)	Report on the performance of the entity	Report on the performance of the entity
	annual performance statements
17AD(c)(i); 16F	Part 3		Mandatory	21-32
17AD(c)(ii)	Report on financial performance	Report on financial performance
17AF(1)(a)	Part 3		Mandatory	31-32
17AF(1)(b)	Part 7	A table summarising the total resources and total payments of the entity	Mandatory	109-110
17AF(2)	-	If there may be significant changes in the financial results during or after the previous or current reporting period, information on those changes, including: the cause of any operating loss of the entity; how the entity has responded to the loss and the actions that have been taken in relation to the loss; and any matter or circumstances that it can reasonably be anticipated will have a significant effect on the entity’s future operation or financial results	If applicable, mandatory	Nil to report
17AD(d)	Management and accountability	Management and accountability
	corporate governance
17AG(2)(a)	Part 6		Mandatory	55-65
17AG(2)(b)(i)	Part 6	A certification by accountable authority that fraud risk assessments and fraud control plans are prepared	Mandatory	4
17AG(2)(b)(ii)	Part 6	A certification by accountable authority that appropriate mechanisms for preventing, detecting incidents of, investigating or otherwise dealing with, and recording or reporting fraud that meet the specific needs of the entity are in place	Mandatory	4
17AG(2)(b)(iii)	Part 6	A certification by Accountable Authority that all reasonable measures were taken to deal appropriately with fraud relating to the entity	Mandatory	4
17AG(2)(c)	Part 6	An outline of structures and processes in place for the entity to implement principles and objectives of corporate governance	Mandatory	55
17AG(2)(d) – (e)	-	A statement of significant issues reported to Minister under paragraph 19(1)(e) of the Act that relates to non-compliance with Finance law and action taken to remedy non-compliance	If applicable, Mandatory	Nil to report
	Audit committee	Audit committee
17AG(2A)(a)	Part 6		Mandatory	55-57
17AG(2A)(b)	Part 6	The name of each member of the entity’s audit committee	Mandatory	56-57
17AG(2A)(c)	Part 6	The qualifications, knowledge, skills or experience of each member of the entity’s audit committee	Mandatory	56-57
17AG(2A)(d)	Part 6	Information about the attendance of each member of the entity’s audit committee at committee meetings	Mandatory	56-57
17AG(2A)(e)	Part 6	The remuneration of each member of the entity’s audit committee	Mandatory	56-57
	External scrutiny	External scrutiny
17AG(3)	Part 6		Mandatory	59-60
17AG(3)(a)	-	Information on judicial decisions and decisions of administrative tribunals and by the Australian Information Commissioner that may have a significant effect on the operations of the entity	If applicable, Mandatory	NA
17AG(3)(b)	-	Information on any reports on operations of the entity by the Auditor-General (other than report under s 43 of the Act), a Parliamentary Committee or the Commonwealth Ombudsman	If applicable, Mandatory	NA
17AG(3)(c)	-	Information on any capability reviews on the entity that were released during the period	If applicable, Mandatory	Nil to report
	Management of human resources	Management of human resources
17AG(4)(a)	Part 6		Mandatory	61-63, 94-108
17AG(4)(aa)	Part 6, 7	Statistics on the entity’s employees on an ongoing and non-ongoing basis, including the following: (a) statistics on full-time employees; (b) statistics on part-time employees; (c) statistics on gender; (d) statistics on staff location	Mandatory	97-105
17AG(4)(b)	Part 7	Statistics on the entity’s APS employees on an ongoing and non-ongoing basis; including the following: Statistics on staffing classification level; Statistics on full-time employees; Statistics on part-time employees; Statistics on gender; Statistics on staff location; Statistics on employees who identify as Indigenous	Mandatory	97-106
17AG(4)(c)	Part 6, 7	Information on any enterprise agreements, individual flexibility arrangements, Australian Workplace Agreements, common law contracts and determinations under s 24(1) of the Public Service Act 1999	Mandatory	62, 106-107
17AG(4)(c)(i)	-Section 6	Information on the number of SES and non-SES employees covered by agreements identified in paragraph 17AG(4)(c)	Mandatory	106
17AG(4)(c)(ii)	-Section 7	The salary ranges available for APS employees by classification level	Mandatory	107
17AG(4)(c)(iii)	-Section 6	A description of non-salary benefits provided to employees	Mandatory	62, 94-95
17AG(4)(d)(i)	-	Information on the number of employees at each classification level who received performance pay	If applicable, Mandatory	Nil to report
17AG(4)(d)(ii)	-	Information on aggregate amounts of performance pay at each classification level	If applicable, Mandatory	Nil to report
17AG(4)(d)(iii)	-	Information on the average amount of performance payment, and range of such payments, at each classification level	If applicable, Mandatory	Nil to report
17AG(4)(d)(iv)	-	Information on aggregate amount of performance payments	If applicable, Mandatory	Nil to report
	Assets management	Assets management
17AG(5)	Part 6		If applicable, Mandatory	64
	Purchasing	Purchasing
ps	Part 6		Mandatory	63
	Consultants	Consultants
17AG(7)(a)	Part 6		Mandatory	64
17AG(7)(b)	Part 6	A statement that ‘During 2020–21, 7 new reportable consultancy contracts were entered into involving total actual expenditure of $285,210. In addition, 3 ongoing reportable consultancy contract were active during the period, involving total actual expenditure of $46,805’.	Mandatory	64
17AG(7)(c)	Part 6	A summary of the policies and procedures for selecting and engaging consultants and the main categories of purposes for which consultants were selected and engaged	Mandatory	64
17AG(7)(d)	Part 6	A statement that ‘Annual reports contain information about actual expenditure on contracts for consultancies. Information on the value of contracts and consultancies is available on the AusTender website’	Mandatory	64
	Reportable non-consultancy contracts
17AG(7A)(a)		A summary statement detailing the number of new reportable non-consultancy contracts entered into during the period; the total actual expenditure on such contracts (inclusive of GST); the number of ongoing reportable non-consultancy contracts that were entered into during a previous reporting period; and the total actual expenditure in the reporting period on those ongoing contracts (inclusive of GST).	Mandatory	65
17AG(7A)(b)		A statement that “Annual reports contain information about actual expenditure on reportable non-consultancy contracts. Information on the value of reportable non-consultancy contracts is available on the AusTender website.”	Mandatory	65
17AD(daa)	Additional information about organisations receiving amounts under reportable consultancy contracts or reportable non-consultancy contracts
17AGA		Additional information, in accordance with section 17AGA, about organisations receiving amounts under reportable consultancy contracts or reportable non-consultancy contracts.	Mandatory	65
	Australian National Audit Office access clauses	Australian National Audit Office access clauses
17AG(8)	-		If applicable, mandatory	NA
	Exempt contracts	Exempt contracts
17AG(9)	-		If applicable, mandatory	NA
	Small business	Small business
17AG(10)(a)	Part 6		Mandatory	63
17AG(10)(b)	Part 6	An outline of the ways in which the procurement practices of the entity support small and medium enterprises	Mandatory	63
17AG(10)(c)	-	If the entity is considered by the Department administered by the Finance Minister as material in nature – a statement that ‘[Name of entity] recognises the importance of ensuring that small businesses are paid on time. The results of the Survey of Australian Government Payments to Small Business are available on the Treasury’s website’	If applicable, mandatory	NA
	Financial statements	Financial statements
17AD(e)	Part 7		Mandatory	69-92
	Executive remuneration	Executive remuneration
17AD(da)	Part 7		Mandatory	95-96
17AD(f)	Other mandatory information	Other mandatory information
17AH(1)(a)(i)	-		If applicable, mandatory	NA
17AH(1)(a)(ii)	Part 6	If the entity did conduct advertising campaigns, a statement to that effect	If applicable, mandatory	65
17AH(1)(b)	-	A statement that ‘Information on grants awarded by [name of entity] during [reporting period] is available at [address of entity’s website]’	If applicable, mandatory	NA
17AH(1)(c)	Part 6	Outline of mechanisms of disability reporting, including reference to website for further information	Mandatory	66
17AH(1)(d)	Part 7	Website reference to where the entity’s Information Publication Scheme statement pursuant to Part II of FOI Act can be found	Mandatory	93
17AH(1)(e)	Part 7	Correction of material errors in previous annual report	If applicable, mandatory	112
17AH(2)	Part 3, 4, 6, 7	Information required by other legislation	Mandatory	36, 61

Index

A

abbreviations, 130–132

Aboriginal and Torres Strait Islander people, 10, 52, 62

abuse in Australian Defence Force, 9, 12, 26, 29, 43, 44–47

acceptance of gifts and hospitality, 58

accessibility of web content, 58

accountability see management and accountability

Accountable Authority, 15, 21, 71

review by, 9–11

Accountable Authority instructions, 59, 63

ACLEI (Australian Commission for Law Enforcement Integrity), oversight of, 10

ACT Aboriginal and Torres Strait Islander community, 10

ACT Legislative Assembly, 14

ACT Ombudsman, 11, 13, 14

ACT Ombudsman Annual Report 2020-21, 13

ACT Policing arm of the Australian Federal Police (AFP), 10

Adequacy of record keeping, case study, 40

ADF see Australian Defence Force (ADF)

advertising campaigns, 65

advice and recommendations, timeliness of, 28, 30

AFP see Australian Federal Police (AFP)

agencies

acceptance of recommendations, 10, 26, 29, 47

authorised officers for PID Scheme, 38

complaints about handling of PIDs, 39

not receiving PIDs, 119–121

outcomes and actions following PID investigations, 36, 122–127

oversight of, 12, 26

PID-related information and training for employees, 37, 42

reporting four or fewer PIDs, 117–119

and reprisal, 39

satisfaction with OCO, 10, 26–27, 29–30

service delivery agencies, 9, 37

see also complaints; Public Interest Disclosure (PID) Scheme

aid arrangements, 15, 24, 27, 30

Airservices Australia, disclosures assessed, 115

ANAO (Australian National Audit Office), 69–70

Andersen, Symone, 20

Anderson, Therese, 71

annual performance statement see performance report

anti-discrimination legislation, 61

APS Code of Conduct, 33, 36, 58, 59

APS Ethics Advisory Service, 58, 59

APS State of the Service reports, 66

APS Statistical Bulletin, 66

APS Values, 58, 59

APS website, disability reporting on, 66

asset management, 65

assets, financial reporting, 31–32

assistive technology for people with disability, 10

Attorney-General, 4

Attorney-General, Assistant Minister to, 4

Attorney-General’s Department

consultation with relating to PID Act reform, 42

Audit and Risk Committee, 55–57

Audit and Risk Committee charter, 56

Auditor's Report, ANAO, 69–70

AusTender website, 63, 64, 65

Australia Post

complaints about, 9, 12, 47, 113

disclosures assessed, 113

Australian Aid arrangements, 15, 24, 27, 30

Australian Commission for Law Enforcement Integrity (ACLEI), oversight of, 10

Australian Defence Force (ADF)

abuse in, 9, 12, 26, 29, 43, 44–47

behavioural training, 10

complaints by members of, 12

legislation, 36

reparation payments, 9, 26, 29, 46, 65

Australian Federal Police (AFP)

ACT Policing arm of, 10

engagement with ACT Aboriginal and Torres Strait Islander community, 10

oversight of, 10

Australian Information Commissioner, 59–60

Australian National Audit Office (ANAO), 69–70

Australian Postal Corporation see Australia Post

Australian Public Service see APS

Australian Skills Quality Authority (ASQA), 50, 53

Australian Taxation Office, 12, 53

disclosures assessed, 114

Australian Workplace Agreements, 62

authorised officers for PID Scheme, 38

B

Bongi, Alfred, 56

breaches of privacy, complaints about, 60

breaches of the code of conduct, 59

bullying and harassment in the workplace, 58

business planning process, 58

business resilience, 58

C

capacity building programs, 15, 27

case studies, 40

Cash, Hon. Michaelia, 4

Cheque-Mates, 47

Chief Financial Officer, 71

Chief Operating Officer, 15, 17

classification levels, staff, 99–104

Code of Conduct, 33, 36, 58, 59

Code of Practice, VET Student Loans, 53

Collett, Lisa, 17

Comcare, disclosures assessed, 117

Comcover Risk Management Benchmarking Survey, 58

committee structure, OCO, 55–58

common law contracts, 62

Commonwealth Contracting Suite, 63

Commonwealth Fraud Control Framework 2017, 59

Commonwealth Ombudsman, 15, 16

as ACT Ombudsman, 11, 13, 14

making a complaint to, 6

review by, 9–11

role as NPM Coordinator, 11

specific functions and powers, 12–13, 43–54

see also Office of the Commonwealth Ombudsman

Commonwealth Ombudsman, Acting, 4, 11, 21

Commonwealth Performance Framework, 55

Commonwealth Procurement Rules, 63, 64

Commonwealth service delivery agencies, 9, 37

Communication of PID threshold, case study, 40

complaint handling service, quality of, 14, 25

complaint handling systems, improvement of, 14

complaints

about Australia Post and private postal operators, 9, 12, 47, 113

about breaches of privacy, 60

about Defence agencies, 12, 43–44

about Department of Home Affairs, 9

about Department of Veterans' Affairs, 43, 44

about education providers, 9, 12, 13, 47–50, 51–54

about handling of PIDs, 39

about industry jurisdictions, 9, 14

about National Disability Insurance Agency, 9

about private health insurance, 9, 13, 50–51

about public service, 9

about Services Australia, 9

about VET sector, 9, 13, 49–50, 51–53

by international students, 13, 47–50

by members of ADF, 12

education sectors represented in, 49–50

effect of COVID on resolution of, 24

IGIS investigations and complaints, 41–42

making a complaint to Commonwealth Ombudsman, 6

management of, 12, 25, 28–29

volumes of, 9

compliance index, 135–144

compliance reporting, 65

conflict of interest, 59

consultancy services, 63–65

consumer information, 14

contact details for annual report, 3, 6

contacts, external, 9, 67–68

contracts, 64–65

corporate governance, 55–58

practices, 58––59

Corporate Plan 2020-21, 22, 24, 55, 61

corrections to 2019-20 Annual Report, 112

corruption see fraud control

corruption bodies, 10

Cotterill, Emma, 19

court and tribunal decisions, 59

covert and intrusive powers, 9–10, 12

COVID pandemic

effect on OCO performance, 24

impact on Australian Aid arrangements, 30

impact on industry stakeholder engagement, 50

impact on international students, 48–50

impact on postal services, 47

impact on Restorative Engagement Conferences, 46–47

impact on the work of the Office, 9, 24, 61–62

International Ombudsman Institute conference held virtually, 10

PID forums held virtually, 42

virtual delivery of training courses, 27, 42, 61

customer satisfaction surveys, 10, 25, 26–27, 29–30

D

D and D Mailing Services, 47

debts

inappropriate debts raised by VET providers, 9, 51

Services Australia remediation of, 10

Defence agencies see Department of Defence

Defence Force Ombudsman (DFO), 12

Abuse in Defence reporting function, 44–46

complaints function, 43

complaints overview, 43–44

Defence inquiries and reports, 46, 47

reparation payments, 9, 26, 29, 46, 65

Restorative Engagement Program, 46–47

Defence Force Retirement and Death Benefits Scheme (DFRDB), 10

Defence Housing Australia (DHA), complaints about, 43

Department of Agriculture, Water and the Environment

disclosures assessed, 115

Department of Defence

abuse in, 9, 12, 26, 29, 43, 44–47

disclosures assessed, 113

reparation payments, 9, 26, 29, 46, 65

see also Australian Defence Force (ADF); Defence Force Ombudsman (DFO)

Department of Education, Skills and Employment (DESE)

disclosures assessed, 116

and outreach activities, 52

stakeholder engagement, 50, 53

VET FEE-HELP re-credits, 29, 52

Department of Finance

and small business participation statistics, 63

Department of Foreign Affairs and Trade

and Australian Aid arrangements, 27

Department of Health

disclosures assessed, 114

Department of Home Affairs

complaints about, 9

disclosures assessed, 117

stakeholder engagement, 50

Department of Industry, Science, Energy and Resources

disclosures assessed, 116

Department of Social Services

disability reports on website of, 66

Department of Veterans' Affairs (DVA), complaints about, 43, 44

Deputy Ombudsman, 15, 17

detention facilities, immigration

conditions and management of, 10

independent oversight of, 10–11, 12

DFO (Defence Force Ombudsman) see Defence Force Ombudsman (DFO)

DFRDB (Defence Force Retirement and Death Benefits Scheme), 10

disability, people with, 10, 62, 66

disability reporting, 66

Disability Strategy, 66

disclosable conduct, definition of, 33

see also Public Interest Disclosure (PID) Scheme

disclosers and disclosures see Public Interest Disclosure (PID) Scheme

discrimination, bullying and harassment in the workplace, 58

diversity and inclusion in the workforce, 62

Diversity and Inclusion Strategy, 62

E

ecologically sustainable development, 111

education services providers, 9, 12, 13, 47–50, 51–54

educational events, feedback, 27

electronic surveillance arrangements, 11

Emergency Contact Officers, 62

Employee Performance Development Agreements, 59

employees see staff

employment arrangements, 62, 94–95, 106–107

Employment Principles, 59

energy consumption, office, 111

enquiries about annual report, 3, 6

enterprise agreement 2017-20, 62, 94–95, 106–107

entity resources statement, 109–110

Environment Protection and Biodiversity Act 1999, 111

environmental performance, 111

ethical standards, 58–59

Ethics Advisory Service (APS), 58, 59

evidence of an offence, 36

executive and senior management structure, 15–20, 55

remuneration for senior executives, 95–96

term for senior executives, 94

exempt contracts, 65

expenses, financial reporting, 31

external contacts, 67–68

external scrutiny, 59––60

F

FedEx Australia, 47

Financial Counselling Australia National Conference 2021, 52

financial report, 31–32, 109–110

financial statements, 69–92

auditor's report, 69–70

Fintan, David, 18

flexibility arrangements, 62, 94–95

FOI decisions made by Ombudsman, reviews of, 60

Fraud and Corruption Control Plan 2020-22, 59

fraud control, 59

fraud matters investigated, 36, 59

Freedom of Information Act 1982, 59, 93

full-time employees, 103

G

gender of staff, 97–102

gifts and hospitality, acceptance of, 58

glossary, 128–129

governance see corporate governance

government agencies see agencies

government entities, integrity of, 14

grant programs, 63

guide to annual report, 5

H

harassment and bullying in the workplace, 58

health insurers, private, 12

human resources management, 61–63, 94–108

diversity and inclusion, 62

employment arrangements, 62, 94–95, 106–107

our people, 61

remuneration policy and practices, 94–95

work health and safety, 61–62

workforce profile, 63, 97–108

see also staff

I

IGIS (Inspector-General of Intelligence and Security), 33

IGIS investigations and complaints, 41–42

immigration detention facilities, 10–11, 12

inclusion and diversity in the workforce, 62

income, financial reporting, 31

income support debts, 10

Independent Auditor's Report, 69–70

Independent Tertiary Education Council Australia (ITECA), 53

Indigenous businesses, 63

Indigenous employment, 106

Indonesia, collaboration with, 14

Induction Handbook for new starters, 59

industry jurisdictions

complaints about, 9, 14

public awareness of OCO role in, 26

stakeholder engagement, 50

Information and Technology Governance Committee (ITGC), 57

Information Publication Scheme (IPS), 93

inquiries

Defence inquiries and reports, 46, 47

Parliamentary Committees and inquiries, 10, 28

Inspector-General of Intelligence and Security Act 1986, 41

Inspector-General of Intelligence and Security (IGIS), 33

disclosures assessed by Office of the IGIS, 115

integrity

of the Commonwealth public sector, 33

of government entities and prescribed private sector organisations, 14

intelligence agencies, 12, 33, 41–42

International Ombudsman Institute conference, 10

international partners, 15, 24, 27, 30

International students see Overseas Students Ombudsman (OSO)

intrusive and covert powers, 9–10, 12

investigations under PID Scheme, 34–37, 41–42

ISANA International Education Association, 50

J

judicial decisions, 59

K

key performance indicators see performance report

L

Laurie, William, 56

law, contravention of, 33

law enforcement oversight and reforms, 9–11

Learning and Development Strategy 2021-23, 61

Learning Management System (Learnhub)., 61

letter of transmittal, 4

liabilities, financial reporting, 32

list of requirements, 135–144

location of employees, 105

M

Macleod, Louise, 19–20

management and accountability, 55–66

Manthorpe, Michael, 11, 15, 16

McKay, Penny, 4, 11, 17, 21, 57, 71

Minister for Energy and Emissions Reduction

allegations relating to, 10

Moss Review, Government Response to, 42

N

NAIDOC week, 62

National Disability Insurance Agency

complaints about, 9

National Disability Insurance Scheme

requests for assistive technology by participants in, 10

National Disability Strategy 2010-2020, 66

National Museum of Australia, disclosures assessed, 117

National Offshore Petroleum Safety and Environmental Management Authority, disclosures assessed, 116

National Preventive Mechanisms (NPMs), 10–11, 12

NBN Co, disclosures assessed, 114

New Zealand Information Commissioner, 10

New Zealand Ombudsman, 10

non-compliance with finance law, 65

non-corporate government entity, 12

non-ongoing employees, 97, 98, 100, 102

non-salary benefits, 62, 94–95

non-Senior Executive Staff (SES) employees

employment arrangements, 62, 94

notifiable incidents, 62

NPM Coordinator, 11, 12

NPMs (National Preventive Mechanisms), 10–11, 12

O

objectives, performance framework, 14–15, 22–23

OCO see Office of the Commonwealth Ombudsman

Office of the Australian Information Commissioner, 59–60

Office of the Commonwealth Ombudsman

Accountable Authority, 15, 21, 71

corporate governance, 55–59

disclosures assessed, 113–114

financial report, 31–32

organisational structure, 15–20

outcome, 14–15, 22–23, 110

overview of, 12–20

purpose, 12, 14–15, 23, 24

responsiveness to the public, 25

roles and functions, 12–14

see also performance report

Office of the Inspector-General of Intelligence and Security

disclosures assessed, 115

Ombudsman see ACT Ombudsman; Commonwealth Ombudsman

Ombudsman Act 1976, 12

annual reporting requirements under the Act, 43

Ombudsman Regulations 2017, 46

Ombudsman Western Australia (WA), 52

ongoing employees, 97, 98, 99, 101

OPCAT (Optional Protocol to the Convention Against Torture and other cruel, inhuman or degrading treatment or punishment), 10–11, 12

organisational structure, 15–20

outcome, 14–15, 22–23, 110

outreach activities, VET FEE-HELP, 52

Overseas Students Ombudsman (OSO), 13

complaint function, 47–48

complaint overview, 48–50

reports to the regulators, 50

stakeholder engagement, 50

oversight activities, 9–11, 12, 26

own motion investigations, 9–10, 55

P

Pacific Region, collaboration with, 14

paper use reduction, office, 111

parliament, confidence of, 14, 28

Parliamentary Committees and inquiries, 10, 28

part-time employees, 103, 104

people with disability, 10, 62, 66

performance pay, 62, 108

performance report, 21–32

analysis against Portfolio Budget Statement Outcome, 22–23

criteria, 14–15, 22–23, 24

financial report, 31

objectives, 14–15, 22–23

results, 24, 25–31

statement of preparation, 21

targets and measures, 15, 22–23, 24

PGPA Rule s17 (Audit Committee for Commonwealth entities), 55

PID Scheme see Public Interest Disclosure (PID) Scheme

police, referrals to, 36, 39

Portfolio Budget Statements 2020-21, 22, 24

Postal Industry Ombudsman (PIO), 12, 47

postal operators, private, 12, 47

prescribed private sector organisations, 12, 14

Privacy Act 1988, 60

Privacy Commissioner, 60

Private Health Insurance Ombudsman (PHIO), 13

complaints about private health insurance, 9, 13, 50–51

private health insurers, 12

private health website, 25

private postal operators, 12, 47

private sector organisations, 12, 14

procurement, 63

Protective Security Governance Committee, 57

providers of education services, 9, 12, 13, 47–50, 51–54

public administration

improvement of, 14, 25, 26

public awareness of OCO role in, 26

systemic issues in, 10

public contacts, 67–68

Public Governance, Performance and Accountability Act 2013, 4, 21, 36, 42, 55

Public Governance, Performance and Accountability Rule 2014, 4

Public Interest Disclosure Act 2013, 33, 113

Public Interest Disclosure (PID) Scheme

agencies not receiving PIDs, 119–121

authorised officers, 38

awareness raising and training, 37

case studies, 40

complaints, 39

e-learning module, 42

elements of the scheme, 33–35

IGIS investigations and complaints, 41–42

investigation outcomes, 34–37

number of disclosures, 113–119

Ombudsman investigations, 41, 122–127

oversight of, 12

protections under, 33

reprisal, 39

timeliness of investigations, 38–39

users of, 37

public reports, 14, 28, 29, 30

Public Service Act 1999, 15, 36, 42, 62, 94

public service complaints, 9

publications see websites

purchasing, 63

purpose statement, 12, 14, 23

R

reader's guide to annual report, 5

recommendations to agencies and organisations

acceptance of, 10, 26, 29, 47

actions taken in response to, 122–127

timeliness of, 28, 30

recruitment initiatives, 62

referrals for further investigation, 36, 37

remediation of debts by Services Australia, 10

remuneration

policy and practices, 94–95

salary range by classification, 107

senior Executive Service (SES) staff, 94

senior executives, 95–96

Remuneration Tribunal, 94

Remuneration Tribunal Act 1973, 94

reparation payments, 9, 26, 29, 46, 65

reports, public, 14, 28, 29, 30

reprisal, 39

resources statement, 109–110

Restorative Engagement Conference., 46–47

Restorative Engagement Program, 46–47

review by Ombudsman, 9–11

reviews of FOI decisions made by Ombudsman, 60

Richardson Review of the National Intelligence Community, 11

risk management, 58

Risk Management Policy and Framework (RMPF), 58

roles and functions, 12–14

S

s 24(1) of the Public Service Act 1999, 62, 94

Safety Rehabilitation and Compensation Act 1988, 61

salary range by classification, 107

satisfaction surveys, 10, 25, 26–27, 29–30

scrutiny, external, 59––60

Senate Defence, Foreign Affairs and Trade Committee

administration of DFRDB Scheme, 10

Senior Assistant Ombudsman employees, 15, 18, 19, 20

Senior Executive Service (SES) staff, 15, 94

Senior Executives see executive and senior management structure

Senior Leadership Group (SLG), 15–20, 55

see also executive and senior management structure

service delivery agencies, 9, 37

Services Australia

complaints about, 9

disclosures assessed, 116

remediation of debts by, 10

stakeholder engagement, 53

sexual assault see abuse in Australian Defence Force

SIA (Secretary Initiated Action), DESE, 29, 52

small business participation in procurement, 63

staff

diversity and inclusion, 62

employment arrangements, 62, 94–95, 106–107

fraud training, 59

learning and development initiatives, 61

mental health and wellbeing of, 29, 61

non-salary benefits, 62, 94–95

profile, 63, 97–108

remuneration, 94–95

salary range by classification, 107

stakeholder engagement, 50, 53

StarTrack, 47

State, Territory and New Zealand Information Commissioners, 10

State, Territory and New Zealand Ombudsmen institutions, 10

State of the Service reports (APS), 66

Statement by the Accountable Authority and Chief Financial Officer, 71

Statistical Bulletin (APS), 66

statutory exclusions to jurisdiction, 12

statutory officers, 15

Stoker, Hon. Amanda, 4

Stone, Joanna, 57

Strategic Policy Board (SPB), 55

Strategic Workforce Plan, 61

student loans see VET Student Loans Ombudsman

Student Redress Measures, VET FEE-HELP, 51–52

students

affected by COVID pandemic, 48–50

Code of Practice, student loans, 53

debts, 9, 51

see also complaints; Overseas Students Ombudsman (OSO); VET FEE-HELP; VET Student Loans Ombudsman (VSLO)

Supply Nation website, 63

surveys, customer satisfaction, 10, 25, 26–27, 29–30

systemic issues in public administration, 10

T

TAFE Directors Australia, 53

targets and measures, performance, 15, 22–23, 24

Taylor, Hon. Angus

allegations relating to, 10

Taylor, Julia, 18

telecommunications data, access to, 9–10

timeliness

of advice and recommendations, 28, 30

of investigations under PID Scheme, 38–39

training

ADF behavioural training, 10

fraud training for staff, 59

PID-related information and training for agencies, 37, 42

virtual delivery of training courses, 27, 42, 61

tribunal decisions, 59

Tuition Protection Service, 50

U

‘unreasonable conduct’, 28–29

users of PID Scheme, 37

V

Values (APS), 58, 59

VET FEE-HELP

complaints about, 9, 53

outreach activities, 52

re-credits, 29, 51, 52

student redress measures, 51–52

VET providers, 9, 51

see also education services providers

VET Student Loans Ombudsman (VSLO), 13, 51–54

complaint function, 51

stakeholder engagement, 53

Student Loans Code of Practice, 53

VET Student Loans program, 53

VET (Vocational Education and Training) sector

complaints about, 9, 13, 49–50, 51–53

Vonthethoff, Rebecca, 19

W

waste management, office, 111

websites

accessibility of web content, 58

AusTender, 63, 65

Australian Public Service Commission, 66

Department of Finance, 63

Department of Social Services, 66

OCO advertising campaign, 65

OCO Audit and Risk Committee charter, 56

OCO Information Publication Scheme, 93

OCO published reports, 14, 28, 29, 48, 50, 54

OCO website, 6, 26, 58

privatehealth.gov.au, 13, 25

Supply Nation, 63

whistle-blowers, 33

Work Health and Safety Act 2011, 57, 61

Work Health and Safety Committee (WHSC), 57

workforce diversity and inclusion, 62

workforce employment arrangements, 62, 94–95, 106–107

workforce profile, 63

workplace discrimination, bullying and harassment, 58

workplace health and safety, 61–62

Workplace Health and Safety legislation, 36, 61

Workplace Relations Committee (WRC), 57

wrong doing in the Commonwealth public sector, 33

Y

year ahead, 10–11, 30