Law enforcement agencies are given considerable covert information gathering powers under legislation. It is the role of the Commonwealth Ombudsman to ensure that such powers are used lawfully. Surveillance devices used by law enforcement agencies include optical, listening, tracking and data recording devices. While there is, in most circumstances, no law against using such devices...

This report identifies ‘systemic weaknesses’ in Centrelink’s review processes, including lack of transparency and insufficient education about available options to customers, often leading to delays and inaction. The report also finds that the complexity of Centrelink’s review model contributes to administrative drift and breakdown. In response to a draft of this report, Centrelink has advised...

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 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...