This report notes that the AFP's timeliness in resolving complaints across all categories, from the minor to the most serious, is deteriorating. Under Part V of the Australian Federal Police Act 1979 (the Act) the Ombudsman has oversight responsibilities in respect of the way that the Australian Federal Police (AFP) handles complaints about it and...

This investigation into Customs’ use of coercive powers found that it is generally consistent with principles of good administration but improvement could be made in several areas. Complaints have been received from travellers about their experiences with Customs officers, showing individuals often do not know why they’ve been searched, or are left wondering if the...

Unreasonable or difficult behaviour should not mean inadequate service from government agencies, argues this report on the Child Support Agency. This report examines the Child Support Agency’s ‘write only’ policy which restricts certain customers to written contact only, as a result of ‘unreasonable behaviour’, which might include threats or abuse or unnecessary persistence. Under these...

The Commonwealth Ombudsman's office remains a key part of the accountability framework for the Australian Government, and this report covers the diverse range of complaints fielded by the office. Nearly 38,000 approaches and complaints were received by the office of the Commonwealth Ombudsman for assistance during 2009-10, an 18% decrease from the previous year. The...

The delivery of services to people with a mental illness has long been acknowledged as a challenge by both government agencies and non-government organisations (NGOs). This is especially relevant to the social security system, which delivers payments and services to more than six million Australians every year, many of whom are affected by mental illness...