Commonwealth Ombudsman


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.

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.

2016 State of the health funds report

Summary: The information used in the report in order to compare health funds is based on data collected for regulatory purposes. This information is the most appropriate, independent and reliable data available. The report is intended to help you to decide which health funds to...

Avoiding, acknowledging and fixing mistakes: investigation of a complaint about the Australian Community Pharmacy Authority

This investigation into the approval process for pharmaceuticals produced findings with broader lessons for Commonwealth agencies about the importance of proper program design, sharing information necessary to ensure proper outcomes and about service recovery arrangements when things go wrong.