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Freedom of Information (FOI) – Section 9 Statement

Documents available for inspection and purchase (Freedom of Information Act 1982, section 9)

Categories of documents kept by the Ombudsman


Publications


* Free copy provided on request

Access


Administrative and policy files

The Ombudsman keeps files of correspondence and other documents, indexed by subject matter, on issues concerning office administration and management.

These files are usually housed in Canberra, although each State and Territory office has some administrative files relating to its own operations. There are also files of documents on a wide range of policy and general questions concerning the Ombudsman’s functions and powers, the operation of the office and the approach taken by the Ombudsman to particular classes of complaints.

Such files may relate to the Ombudsman’s jurisdiction over a particular Australian Government body or over particular classes of actions, or they may represent the recording and consolidation of information on subjects or issues that have arisen in the course of investigations. They are indexed by subject and, where applicable, by agency.

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Administrative Review Council papers

The central office holds agenda and meeting papers associated with the Ombudsman’s ex officio membership of the Administrative Review Council. No comprehensive index is maintained. The papers for each meeting are filed together.

Annual reports

Copies of our current annual report and some previous annual reports are available on this website.

Some printed copies of the current Annual Report are available free of charge soon after publication (subject to availability).

Brochures

The Commonwealth Ombudsman’s office has a range of publications available to the public. The material details the functions of each Ombudsman jurisdiction and provides a guide to using the services of the office. Please use the publications order form.

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Complaint files (Ombudsman Act)

The Ombudsman’s office keeps files of documents relating to each written complaint made under the Ombudsman Act 1976. The files are indexed in several ways, including the complainant’s name, the agency complained about, the subject of the complaint, the issues it raises and action taken in response to it.

The Ombudsman maintains a computer-based register of all complaints. The office also keeps records on special forms for some oral complaints received. Where the information involved is not extensive, a paper based file may not be prepared.

Paper records have previously been stored in the office where the complaint was received, although there are occasions when files created in one office are located in another office. Generally, that happens when the other office has primary responsibility for the agency which is the subject of the complaint. On completion of inquiries, complaint files or documents are now stored in the office which last dealt with them.

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Complaints files (AFP)

The office keeps files of documents on individual complaints made or notified to the Ombudsman, indexed by the complainant’s name and the subject of the complaint. These are stored in central office. Some details of complaint handling, associated issues and action taken are kept on the computer system. The office also maintains a computerised register of complaints against police, whether made to the Ombudsman or direct to the AFP.

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FOI request files

The office keeps files relating to requests under the Freedom of Information Act 1982 for access to documents in the possession of the Ombudsman’s Office. A register of such requests is kept in central office.

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Legal opinions

Central office maintains a copy of legal opinions — often prepared by or for the department or agency whose actions are the subject of the complaint. These opinions cover issues arising during the investigation of complaints and issues involving the Ombudsman’s functions and powers.

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Manuals and guidelines

    • FOI Manual
      The Manual provides Ombudsman officers with guidance on dealing with FOI requests.
    • Work Practice Manual
      This sets out general information about the role and functions of the Commonwealth Ombudsman and the policies and procedures applicable to officers dealing with complaints.

Service charter

The Ombudsman Client Service Charter sets out the standards of service you can expect, how you can assist us to help you, and how you can comment on our performance.

Investigation reports

Investigation reports released under s 35A of the Ombudsman Act 1976 or s 41A of the Complaints (AFP) Act 1981 are accessible in the Investigation reports section of this website.

Access - FOI access and initial contact points

General inquiries and requests for access to documents or other matters relating to Freedom of Information may be made in person, by telephone or in writing at any Ombudsman office. Each office is open between 9 am and 5 pm Monday to Friday.

Pursuant to section 23 of the Freedom of Information Act 1982, the Ombudsman has authorised the Deputy Ombudsman and all Senior Assistant Ombudsmen to grant or refuse requests for access. Officers at or above Executive Level 1 are authorised to release limited classes of complaint information outside the FOI Act.

See also