Members of the Australian Defence Force (ADF) have informal and formal complaint mechanisms available to them to address grievances. Initially, members are advised to seek resolution of their complaint at the lowest possible level, through the normal command channels and administrative arrangements. A member who is not satisfied that a complaint has been resolved in this manner may use the Redress of Grievance (ROG) system to submit a formal complaint to the commanding officer of the member's unit. The objective of this audit was to ascertain whether the ROG system could be refined to improve the efficiency and timeliness of processing of complaints while preserving the equity and transparency the current system provides.The Redress of Grievance system is clearly time-consuming and resource intensive. Some grievances have taken as long as four years to resolve. Some could be resolved by administrative means rather than through recourse to grievance processes. The system contains various inefficiencies that detract from its cost-effectiveness from the viewpoint of the ADF and individual members. In addition many members are unaware of the system or do not have a high level of confidence in its effectiveness.

The Department of Immigration and Multicultural Affairs (DIMA), administers the Commonwealth's settlement programs, which seek to assist migrants and refugees to participate in Australian society. Provision of English language training to newly arrived migrants and refugees has been a long standing and significant part of this settlement support, with some 1.5 million new arrivals assisted in this way since 1948. The objective of the audit was to examine DIMA's management of the Adult Migrant English Program Contracts, focusing on performance outcomes; strategic contract management and coordination; program expenditure, with emphasis on contract funding arrangements; and whether contract monitoring and performance information adequately support effective program management. The ANAO made six audit recommendations aimed at improving program performance management and reporting; strategic management and coordination; management of financial risks; and monitoring of contractor performance, which were all accepted by DIMA.

This audit focused on the approval of business system projects -projects aiming to achieve a business objective such as reduced costs or to implement a new program, in contrast with projects with a narrower technology focus such as replacing an agencyʹs desktop computers.

The audit reviewed the operations of the Bureau of Meteorology. The Bureau's functions include the taking and recording of meteorological observations and other observations required for the purposes of meteorology; the forecasting of weather and of the state of the atmosphere; the issue of warnings of weather conditions likely to endanger life or property; the supply, publication and promotion of meteorological information; and cooperation with international meteorological agencies in relation to the functions just listed. The objectives of the audit were to:

• use national and international benchmarks to evaluate the Bureau's performance in terms of timeliness, cost and quality of weather services to meet the needs of clients; and
• assess how well the Bureau is placed in measuring its outputs/outcomes within the context of the Accrual Budgeting Framework.

An ANAO audit of AQIS' cost-recovery systems was conducted in 2000-01 (Audit Report No 10, 2000-01), following a request from the Joint Committee of Public Accounts and Audit (JCPAA). That audit aimed to assess the efficiency and effectiveness of the management of AQIS' cost-recovery systems, and provide assurance to Parliament that cost-recoverable programs were identifying and recovering the full costs of services provided, without cross-subsidisation. The ANAO made six recommendations for improving the efficiency and effectiveness of AQIS cost-recovery systems. The JCPAA, at a subsequent hearing, made a further three recommendations. The objective of the follow-up audit was to assess AQIS' implementation of the ANAO and the JCPAA recommendations. The audit also aimed to determine whether implementation of these recommendations, or alternative actions taken to address the issues leading to the recommendations, had improved AQIS' management of its cost-recovery processes.

The objective of the audit was to report on whether Defence applies Life-cycle Costing appropriately in support of decisions throughout the acquisition and management of its capital assets, and to make recommendations for any improvement. Criteria were established against each of the issues considered by the audit, namely LCC policy and coordination, use of LCC in investment decisions, use of LCC to support budgeting, data to support LCC and LCC training and education.

Mr Ian McPhee - Auditor-General for Australia, presented at the Public Sector Governance Forum of the Australian Institute of Company Directors and The Institute of Internal Auditors - Australia

The objective of the audit was to assess the efficiency and effectiveness of the management of AQIS cost-recovery systems and provide assurance to the Parliament that the cost-recoverable programs are identifying and recovering the full costs of services provided, without cross-subsidisation.

The Age Pension is a social security income support payment available to Australian residents and eligible Australians residing overseas who have reached Age Pension age and whose income and assets are under certain limits. In 1999-2000, approximately $14 billion was paid to approximately 1.7 million Age Pension recipients. Payment of Age Pension is made under the Social Security Law and in accordance with the Guide to the Social Security Law prepared by the Department of Family and Community Services (FaCS). FaCS has contracted Centrelink under a Business Partnership Agreement (BPA) to administer the payment of Age Pension to eligible customers. The objective of the audit was to assess the extent to which new claims for Age Pension had been assessed in compliance with the legislation and other relevant guidelines developed by Centrelink, and whether Centrelink employed appropriate mechanisms to help ensure such compliance. In particular, the ANAO sought evidence with respect to: payment at the right rate, from the right date, to the right person with the right product, for new claims assessed during the audit sample period (that is, in accordance with the working definition of accuracy within Centrelink); the accuracy of Centrelink?s own reporting on compliance, as reported to FaCS under the BPA; and the application of appropriate mechanisms to help ensure such compliance.

The objective of the audit was to determine whether the controls and measures employed by FaCS and Centrelink to deliver Parenting Payment Single (PPS) payments were effective and efficient. To achieve this, the audit focused on four key areas. These were:

• the quality of performance measures used by FaCS and Centrelink;
• the effectiveness of FaCS' methodology for estimating the levels of risk of incorrect payment to PPS customers and the impact of these incorrect payments on the integrity of program outlays;
• the correctness of Centrelink's processing of reassessments; and
• the improvements to preventive controls such as training, guidance material, and the Quality On-Line system.