Australian and New Zealand Ombudsman Association


Highlighting aspects of the work of Ombudsman offices

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Ombudsmanoffice news

The Ombudsman | March 2018

Checks and balances - the Ombudsman's role

Casting an eye to our horizons

Independent review

Under scrutiny - the operation of infringements notices provisions

Reportable conduct scheme for employment-based child protection

Small steps towards a big goal

Supporting Queenslanders in remote communities

Gaining local knowledge helps to understand and resolve disputes

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earlier issues   June 2017 | December 2016 | June 2016 | December 2015 | March 2015



New Zealand: Chief Ombudsman calls for Whanganui Prison to urgently address inmate violence and intimidation
Office of the Ombudsman New Zealand - Sept 2018

The Chief Ombudsman's report  tabled in Parliament after his inspectors made a full, unannounced inspection of Whanganui Prison in February.


Australia: Affordability Report

Energy and Water Ombudsman (Victoria) - Sept 2018

Spotlight on affordability for large households

Australia: Australian Financial Complaints Authority (AFCA)

From 1 November 2018, the Australian Financial Complaints Authority (AFCA) will provide free, fast and binding dispute resolution to consumers and small businesses.
AFCA website


Australia: In memoriam, Norman Geschke, Victorian Ombudsman (1980-1994)

Victorian Ombudsman - Aug 2018
Victorian Ombudsman Deborah Glass's tribute to her predecessor Norman Gescke, who passed away on 23 July 2018.

Australia: OIC joins the Ombudsman's Office
Northern Territory Ombudsman - Aug 2018

Following on from the recommendations in the Martin Report (which led to the establishment of the Independent Commissioner Against Corruption), the Freedom of Information and Privacy functions of the Office of the Information Commissioner have been transferred to the Ombudsman.


Australia: Free and independent complaint handling key to addressing telco consumer dissatisfaction

Telecommunications Industry Ombudsman - Aug 2018
The Telecommunications Industry Ombudsman (TIO) and Board have welcomed the opportunity to contribute to the review of the Consumer Safeguards. The TIO's submission to the Consumer Safeguards Review focuses on the need for all parties in the telecommunications sector to address underlying consumer dissatisfaction with telecommunications services.



Australia: Resolving complaints to the Ombudsman early
Victorian Ombudsman - July 2018

Ombudsman Deborah Glass says about 40,000 Victorians contacted her office each year with complaints about government bodies. While her office is well known for its investigations, Ms Glass says most complaints could be resolved informally, taking less time and resources than an investigation.

Australia: Investigation into the actions and decisions of DVA in relation to Mr A

Commonwealth Ombudsman – July 2018

Commonwealth Ombudsman Michael Manthorpe has released a report on the investigation of the actions and decisions of the Department of Veterans’ Affairs (DVA) in relation to a complaint made by a veteran with over 30 years of service to Australia, and the difficulties he faced in accessing his correct entitlements … Mr Manthorpe emphasises that the negative impact of Mr A’s dealings with DVA cannot be overstated. As well as considerable financial pressures, his health has suffered and his relationships have been strained. ‘There are currently around 300,000 veterans who access benefits and payments through DVA. They rely on efficient and effective administration to ensure they receive regular payments and entitlements as well as access to essential health services. They put their trust in the hands of the Commonwealth and have every right to expect that the Commonwealth will, in turn, provide best practice service’ Mr Manthorpe says.

media release and link to report


Australia: Resolving complaints to the Ombudsman early
Victorian Ombudsman - July 2018

Ombudsman Deborah Glass has tabled in the Victorian Parliament her second biennial report on the implementation of her investigations’ recommendations. Her report covers the 125 recommendations she made to state and local government bodies between 1 April 2016 and 31 March 2018. Ms Glass said her 14 public reports over the two years covered a wide range of issues and agencies, in some cases exposing poor behaviour, with wider lessons for the public sector.  “The strongest theme emerging from my reports is one of social justice for the most marginalised in our society, and the impact on all of us when it is not realised,” Ms Glass said.


New Zealand: Auckland Council’s processing of a request for official information

Office of the Ombudsman – July 2018

Investigation of an Ombudsmen Act (OA) complaint by Radio New Zealand (RNZ) about the way in which Auckland Council processed its request for information under the Local Government Official Information and Meetings Act (LGOIMA). The Chief Ombudsman formed the opinion that the Council’s processing of RNZ’s LGOIMA request was unreasonable and, in some respects, appears to have been contrary to law.







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