The Law Handbook 2024

Chapter 12.1: Taking a problem to an ombudsman 1083 including the three services (Royal Australian Navy, Australian Army and Royal Australian Air Force), the Department of Defence and Defence Housing Australia ( DHA ). The Commonwealth Ombudsman also receives and investigates complaints about the Department of Veterans’ Affairs ( DVA ). Immigration Ombudsman The Commonwealth Ombudsman investigates complaints about themigration and border protection functions of the Department of Home Affairs and the Australian Border Force ( ABF ). Complaints can include visa and citizenship processing delays, detention issues and customs-related issues. For more information see www.ombudsman.gov. au/complaints/immigration-complaints. Oversight of law enforcement and integrity agencies’ use of specific covert and intrusive powers The Commonwealth Ombudsman performs oversight functions for various pieces of legislation that grant intrusive, covert and coercive powers to certain law enforcement and integrity agencies. The Commonwealth Ombudsman currently oversees 23 law enforcement and integrity agencies across 16 legislative regimes, including the Australian Federal Police’s ( AFP ’s) handling and investigation of complaints made against its members. The Commonwealth Ombudsman is responsible for overseeing the use of a wide variety of covert and coercive powers, including Chapters 2, 3 and 4 of the Telecommunication (Interception and Access) Act 1979 ( TIA Act ), the Surveillance Devices Act 2004 , and certain federal law enforcement powers in the Crimes Act 1914 . More information about oversight functions can be found at www.ombudsman.gov.au Overseas Students Ombudsman The role of the Overseas Students Ombudsman ( OSO ) is to investigate complaints from overseas students about private education providers in Australia. The OSO has three main functions: • assess and investigate complaints about actions taken by private registered education providers in connection with student visa holders; • give private registered providers advice and training about best practice complaint handling for international student complaints; and • report on trends and systemic issues arising from our complaint investigations. Postal Industry Ombudsman The role of the Postal Industry Ombudsman ( PIO ) is to investigate complaints about Australia Post and private postal operators that elect to register with the PIO scheme. Private Health Insurance Ombudsman The role of the Private Health Insurance Ombudsman is to protect the interests of private health insurance consumers. The Commonwealth Ombudsman does this by taking complaints about health insurance matters, providing information and advice, and helping to resolve disputes so consumers are not impacted. VET Student Loans Ombudsman The role of the Vocational Education and Training ( VET ) Student Loans Ombudsman is to investigate disputes between students and their VET loan scheme providers authorised to receive funding under Australian Government loan schemes. Other roles of the Commonwealth Ombudsman Oversight of examination powers Under the Fair Work Act 2009 (Cth), the Commonwealth Ombudsman oversees and reports on the Fair Work Ombudsman’s use of examination powers to gather information. Reporting wrongdoing (whistleblowing) The Public Interest Disclosure Act 2013 (Cth) provides a framework for public officials at the federal level. Under this Act, the Ombudsman: • promotes awareness and understanding of the scheme; • provides information, resources and guidance to agencies and disclosers; • receives and allocates disclosures to agencies and, in certain circumstances, investigates public interest disclosures;