Commonwealth Ombudsman's Office


Automated decision-making better practice guide

Technological advances have made it easier for agencies to make automated decisions. However, it is well recognised that automated systems have the potential to significantly impact the rights and privacy of individuals.

Bupa health insurance hospital policy changes

This report discusses the detrimental impacts of the changes on consumers, particularly those in regional Australia. The report also considers the appropriateness of communications that Bupa provided to policyholders about the changes.

Detention arrangements - the transfer of 22 detainees from Villawood immigration detention centre to the metropolitan remand and reception centre Silverwater

In April 2011, there were several major disturbances at Villawood Immigration Detention Centre (IDC). On 20 and 21 April, a total of nine buildings were set on fire and destroyed. The loss of amenities included the classroom, gym, medical centre and kitchen. Other protest activity...

Administration of reviews under the National Disability Insurance Scheme Act 2013

This report is based on information extracted from complaint investigations, stakeholder feedback, briefings provided by the NDIA, and the legislation, policy and procedural guidance relevant to the administration of reviews under the National Disability Insurance Scheme Act 2013.

Centrelink’s automated debt raising and recovery system

Summary In July 2016 the Department of Human Services (DHS) - Centrelink launched a new online compliance intervention (OCI) system for raising and recovering debts. The OCI matches the earnings recorded on a customer’s Centrelink record with historical employer-reported income data from the Australian Taxation...