This audit would examine whether the Office of the Commonwealth Ombudsman effectively and efficiently manages in-jurisdiction complaints about Australian Government entities.
The Office of the Commonwealth Ombudsman considers and investigates complaints from people who believe they have been treated unfairly or unreasonably by an Australian Government entity or prescribed private sector organisation. Its aim is to resolve complaints impartially, informally and as quickly as reasonably practicable.
In 2018–19, the Office of the Commonwealth Ombudsman finalised 34,322 in-jurisdiction complaints. For 2018–19, the percentage of these complaints that required more substantial investigation was not reported. For 2017–18, 20 per cent required more substantial investigation (categories four and five in the Commonwealth Ombudsman’s five-category complaint system), with some requiring the involvement of senior managers.
The Office of the Commonwealth Ombudsman has a corporate objective to provide an effective and efficient complaint handling service, with an associated key performance indicator that 85 per cent of approaches are finalised within its service standards. For 2018–19, the reported result was 89 per cent, a 14.1 per cent increase from the result of 74.9 per cent reported in 2017–18, which had previously fallen from 76.6 per cent in 2016–17.