{ "entity_id": "B-002668", "folder": "Aircraft-Noise-Ombudsman", "name": "Aircraft Noise Ombudsman", "type": "Advisory Body", "jurisdiction": "Commonwealth", "portfolio": "Infrastructure, Transport, Regional Development, \r\nCommunications, Sport and the Arts", "website": "http://ano.gov.au/", "data_status": "partial", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": false, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 6, "n_kpi_targets": 24, "n_kpi_results": 24, "n_outcomes": 4, "verified_own_data": true }, "strategy_profile": { "status": "needs_review", "confidence": "medium", "summary": "To conduct independent reviews of Airservices’s and Defence’s (‘the Agencies’) handling of aircraft noise complaint handling, community engagement and provision of information.", "official_site_url": "http://ano.gov.au/", "source_documents": [ { "type": "strategie", "title": "ANO Strategic Plan 2024-2027", "url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "period": "2024", "confidence": "medium" } ], "purpose": { "text": "To conduct independent reviews of Airservices’s and Defence’s (‘the Agencies’) handling of aircraft noise complaint handling, community engagement and provision of information.", "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": 1, "source_deep_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1" }, "vision": null, "strategic_priorities": [ { "title": "Enhance capacity of the Agencies to address community concerns about aircraft noise issues through: providing effective ", "description": "Enhance capacity of the Agencies to address community concerns about aircraft noise issues through: providing effective and balanced investigation and resolution of noise complaints, monitor and contribute to effective community engagement and provision of information on aircraft noise by the Agencies, promoting understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise, identifying systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively.", "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": 1, "source_deep_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1" } ], "values": [ { "name": "Independence", "description": "", "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": null }, { "name": "Fairness", "description": "", "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": null }, { "name": "Integrity", "description": "", "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": null }, { "name": "Accessibility", "description": "", "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": null }, { "name": "Efficiency", "description": "", "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": null }, { "name": "Transparency", "description": "", "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Effective complaint resolution", "description": "To provide effective and balanced investigation and resolution of noise complaints.", "activities": [ "providing effective and balanced investigation and resolution of noise complaints", "monitoring and contributing to effective community engagement and provision of information on aircraft noise by the Agencies" ], "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": 1, "source_deep_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1" }, { "name": "Outcome 2: Effective community engagement", "description": "To monitor and contribute to effective community engagement and provision of information on aircraft noise by the Agencies.", "activities": [ "monitoring and contributing to effective community engagement and provision of information on aircraft noise by the Agencies" ], "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": 1, "source_deep_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1" }, { "name": "Outcome 3: Understanding of aircraft noise management", "description": "To promote understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise.", "activities": [ "promoting understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise" ], "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": 1, "source_deep_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1" }, { "name": "Outcome 4: Identification and resolution of systemic issues", "description": "To identify systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively.", "activities": [ "identifying systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively" ], "source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "source_page": 1, "source_deep_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1" } ], "performance_measures": [ { "code": "C1", "measure": "Acknowledgement of complaint within 2 business days", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C2", "measure": "Decision on whether complaint is within jurisdiction within 7 days", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C3", "measure": "Updates every 28 days", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C4", "measure": "Close by 1 month (benchmark 50%)", "target": "50%", "latest_result": "50%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C5", "measure": "Close by 3 months (benchmark 25%)", "target": "25%", "latest_result": "25%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C6", "measure": "Close by 6 months (benchmark 15%)", "target": "15%", "latest_result": "15%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C7", "measure": "Close by 12 months (benchmark 10%)", "target": "10%", "latest_result": "10%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C8", "measure": "Close later than 12 months (benchmark 0%)", "target": "0%", "latest_result": "0%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C9", "measure": "Decision on whether complaint is within jurisdiction within 14 days", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C10", "measure": "Complete final assessment by 3 months (benchmark 25%)", "target": "25%", "latest_result": "25%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C11", "measure": "Complete final assessment by 6 months (benchmark 50%)", "target": "50%", "latest_result": "50%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C12", "measure": "Complete final assessment by 12 months (benchmark 25%)", "target": "25%", "latest_result": "25%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C13", "measure": "Complete final assessment later than 12 months (benchmark 0%)", "target": "0%", "latest_result": "0%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C14", "measure": "Close by 6 months (benchmark 50%)", "target": "50%", "latest_result": "50%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C15", "measure": "Close by 12 months (benchmark 50%)", "target": "50%", "latest_result": "50%", "status": "Partially achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "C16", "measure": "Close later than 12 months (benchmark 0%)", "target": "0%", "latest_result": "0%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 3, "result_source_url": "", "result_source_page": null }, { "code": "R1", "measure": "Quarterly Reports 100% on time", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 4, "result_source_url": "", "result_source_page": null }, { "code": "R2", "measure": "100% implementation of recommendations", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 4, "result_source_url": "", "result_source_page": null }, { "code": "R3", "measure": "Number of interactions with agencies", "target": null, "latest_result": null, "status": null, "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 4, "result_source_url": "", "result_source_page": null }, { "code": "R4", "measure": "100% response rate to provide feedback when requested", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 4, "result_source_url": "", "result_source_page": null }, { "code": "R5", "measure": "Number of community engagement activities attended", "target": null, "latest_result": null, "status": null, "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 4, "result_source_url": "", "result_source_page": null }, { "code": "R6", "measure": "Quarterly Reports – 100% reporting on time", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 4, "result_source_url": "", "result_source_page": null }, { "code": "R7", "measure": "Number of CACG meetings attended", "target": null, "latest_result": null, "status": null, "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 4, "result_source_url": "", "result_source_page": null }, { "code": "R8", "measure": "100% response rate to feedback when requested", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "target_source_page": 4, "result_source_url": "", "result_source_page": null } ], "document_alignment_terms": { "must_support": [ "To conduct independent reviews of Airservices’s and Defence’s (‘the Agencies’) handling of aircraft noise complaint handling, community engagement and provision of information.", "Enhance capacity of the Agencies to address community concerns about aircraft noise issues through: providing effective and balanced investigation and resolution of noise complaints, monitor and contribute to effective community engagement and provision of information on aircraft noise by the Agencies, promoting understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise, identifying systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively." ], "watch_terms": [ "Acknowledgement of complaint within 2 business days", "Decision on whether complaint is within jurisdiction within 7 days", "Updates every 28 days", "Close by 1 month (benchmark 50%)", "Close by 3 months (benchmark 25%)", "Close by 6 months (benchmark 15%)", "Close by 12 months (benchmark 10%)", "Close later than 12 months (benchmark 0%)", "Decision on whether complaint is within jurisdiction within 14 days", "Complete final assessment by 3 months (benchmark 25%)", "Complete final assessment by 6 months (benchmark 50%)", "Complete final assessment by 12 months (benchmark 25%)" ], "avoid_claiming_without_evidence": [] }, "review_note": "Structured strategy exists but is incomplete." }, "strategy_brief_md": "# Aircraft Noise Ombudsman — Strategy Brief\n\n**Reporting period**: 2024-25\n**Corporate plan in force**: 2025-26\n**Corporate Plan**: [2025-26](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)\n\n## Our purpose / purposes\n\n> To conduct independent reviews of Airservices’s and Defence’s (‘the Agencies’) handling of aircraft noise complaint handling, community engagement and provision of information. [[CP p.1](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1)]\n\n## How we deliver\n\n> To enhance the Agencies capacity in their administrative actions and decisions in the management of aircraft noise. [[CP p.1](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1)]\n\n## Government priorities for this department\n\n- Enhance capacity of the Agencies to address community concerns about aircraft noise issues through: providing effective and balanced investigation and resolution of noise complaints, monitor and contribute to effective community engagement and provision of information on aircraft noise by the Agencies, promoting understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise, identifying systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively. [[CP p.1](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1)]\n\n## Outcomes\n\n### Outcome 1: Effective complaint resolution\nTo provide effective and balanced investigation and resolution of noise complaints. [[CP p.1](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1)]\n\n**Key activities:**\n- providing effective and balanced investigation and resolution of noise complaints\n- monitoring and contributing to effective community engagement and provision of information on aircraft noise by the Agencies\n\n### Outcome 2: Effective community engagement\nTo monitor and contribute to effective community engagement and provision of information on aircraft noise by the Agencies. [[CP p.1](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1)]\n\n**Key activities:**\n- monitoring and contributing to effective community engagement and provision of information on aircraft noise by the Agencies\n\n### Outcome 3: Understanding of aircraft noise management\nTo promote understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise. [[CP p.1](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1)]\n\n**Key activities:**\n- promoting understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise\n\n### Outcome 4: Identification and resolution of systemic issues\nTo identify systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively. [[CP p.1](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=1)]\n\n**Key activities:**\n- identifying systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively\n\n## Values and principles\n\n- Independence\n- Fairness\n- Integrity\n- Accessibility\n- Efficiency\n- Transparency\n\n## What they will measure themselves on this year (targets from 2025-26 corporate plan)\n\n| Code | Measure | Target | Source |\n|---|---|---|---|\n| C1 | Acknowledgement of complaint within 2 business days | 100% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C2 | Decision on whether complaint is within jurisdiction within 7 days | 100% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C3 | Updates every 28 days | 100% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C4 | Close by 1 month (benchmark 50%) | 50% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C5 | Close by 3 months (benchmark 25%) | 25% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C6 | Close by 6 months (benchmark 15%) | 15% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C7 | Close by 12 months (benchmark 10%) | 10% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C8 | Close later than 12 months (benchmark 0%) | 0% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C9 | Decision on whether complaint is within jurisdiction within 14 days | 100% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C10 | Complete final assessment by 3 months (benchmark 25%) | 25% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C11 | Complete final assessment by 6 months (benchmark 50%) | 50% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C12 | Complete final assessment by 12 months (benchmark 25%) | 25% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C13 | Complete final assessment later than 12 months (benchmark 0%) | 0% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C14 | Close by 6 months (benchmark 50%) | 50% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C15 | Close by 12 months (benchmark 50%) | 50% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| C16 | Close later than 12 months (benchmark 0%) | 0% | [CP p.3](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=3) |\n| R1 | Quarterly Reports 100% on time | 100% | [CP p.4](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=4) |\n| R2 | 100% implementation of recommendations | 100% | [CP p.4](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=4) |\n| R3 | Number of interactions with agencies | | [CP p.4](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=4) |\n| R4 | 100% response rate to provide feedback when requested | 100% | [CP p.4](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=4) |\n| R5 | Number of community engagement activities attended | | [CP p.4](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=4) |\n| R6 | Quarterly Reports – 100% reporting on time | 100% | [CP p.4](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=4) |\n| R7 | Number of CACG meetings attended | | [CP p.4](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=4) |\n| R8 | 100% response rate to feedback when requested | 100% | [CP p.4](https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf#page=4) |\n\n## How they performed last year (results from 2024-25 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| C1 | Acknowledgement of complaint within 2 business days | 100% | Achieved | |\n| C2 | Decision on whether complaint is within jurisdiction within 7 days | 100% | Achieved | |\n| C3 | Updates every 28 days | 100% | Achieved | |\n| C4 | Close by 1 month (benchmark 50%) | 50% | Partially achieved | |\n| C5 | Close by 3 months (benchmark 25%) | 25% | Partially achieved | |\n| C6 | Close by 6 months (benchmark 15%) | 15% | Partially achieved | |\n| C7 | Close by 12 months (benchmark 10%) | 10% | Partially achieved | |\n| C8 | Close later than 12 months (benchmark 0%) | 0% | Achieved | |\n| C9 | Decision on whether complaint is within jurisdiction within 14 days | 100% | Achieved | |\n| C10 | Complete final assessment by 3 months (benchmark 25%) | 25% | Partially achieved | |\n| C11 | Complete final assessment by 6 months (benchmark 50%) | 50% | Partially achieved | |\n| C12 | Complete final assessment by 12 months (benchmark 25%) | 25% | Partially achieved | |\n| C13 | Complete final assessment later than 12 months (benchmark 0%) | 0% | Achieved | |\n| C14 | Close by 6 months (benchmark 50%) | 50% | Partially achieved | |\n| C15 | Close by 12 months (benchmark 50%) | 50% | Partially achieved | |\n| C16 | Close later than 12 months (benchmark 0%) | 0% | Achieved | |\n| R1 | Quarterly Reports 100% on time | 100% | Achieved | |\n| R2 | 100% implementation of recommendations | 100% | Achieved | |\n| R3 | Number of interactions with agencies | | | |\n| R4 | 100% response rate to provide feedback when requested | 100% | Achieved | |\n| R5 | Number of community engagement activities attended | | | |\n| R6 | Quarterly Reports – 100% reporting on time | 100% | Achieved | |\n| R7 | Number of CACG meetings attended | | | |\n| R8 | 100% response rate to feedback when requested | 100% | Achieved | |", "strategy_overview_evidence_md": null, "internal_strategy_evidence_md": "# Aircraft Noise Ombudsman - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:29:43.370336+00:00\n**Entity ID**: B-002668\n**Entity type**: Advisory Body\n**Jurisdiction**: Commonwealth\n**Portfolio**: Infrastructure, Transport, Regional Development, \n\nCommunications, Sport and the Arts\n**Website**: http://ano.gov.au/\n\n> Draft generated from scraped source material. Treat this as an evidence pack for editorial review, not a final judgement.\n\n## Source Coverage\n\n| Source type | Count |\n|---|---:|\n| other-pdfs | 5 |\n| pages | 6 |\n| strategies | 1 |\n\n## Executive Readout\n\n### Purpose\n\n- [pages 1,2,3,4]\n[Page 1]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nValues: Purpose:\nIndependence To conduct independent reviews of Airservices’s and Defence’s (‘the\nAgencies’) handling of aircraft noise complaint handling, community\nFairness\nengagement and provision of information.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 4]\nSection A: Introduction\nPart 1 – Context and purpose\nContext\n1 The Aircraft Noise Ombudsman (ANO) was established by Airservices Australia\n(Airservices) in response to the Australian Government’s National Aviation Policy White\nPaper (December 2009).\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- [Page 4]\nAircraft Noise Ombudsman\nCharter\nSection A: Preliminary Matters\nPart 1 – Introduction\nPurpose of the Service\n1 The Aircraft Noise Ombudsman (ANO) has been established as an\nindependent administrative office to:\na) review the handling of complaints or enquiries made to Airservices\nAustralia (Airservices) about aircraft noise and in particular the\noperation of the Noise Enquiry Unit (NEU);\nb) monitor and report on the effectiveness of community consultation\nprocesses relating to aircraft noise undertaken by Airservices;\nc) monitor and report on the effectiveness of the presentation and\ndistribution of aircraft noise-related information.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- [Page 4]\nAircraft Noise Ombudsman\nCharter\nSection A: Preliminary matters\nPart 1 – Introduction\nPurpose of the service\n1 The Aircraft Noise Ombudsman (ANO) is an independent administrative office\nthat:\na) reviews the handling of complaints or enquiries made to Airservices Australia\n(Airservices) or the Department of Defence (Defence) about Aircraft Noise;\nb) monitors and reports on the effectiveness of community consultation\nprocesses relating to Aircraft Noise undertaken by Airservices and Defence;\nc) monitors and reports on the effectiveness of the presentation and distribution\nof Aircraft Noise-related information; and\nd) provides targeted reviews of specific aspects of Aircraft Noise management\nas requested by Airservices and Defence.\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n\n### Role and Functions\n\n- [Page 3]\nOFFICIAL\nLinkages between the Strategic Plan, ANO Charter and Key Performance Indicators\nStrategic Plan Charter Activity Key Performance Indicators\nRole and Functions\nComplaints not part of multiple complaints\n Review the handling of cl.9 (a)-(d) and  receiving and acknowledging complaints\ninvestigations\ncomplaints and enquiries cl.37-47  undertaking initial assessment of the complaint\n Acknowledgement of complaint within 2 business days\nmade to the Agencies to decide whether to review\n Decision on whether complaint is within jurisdiction within\nabout aircraft noise.  communicating with complainants\n7 days\n assessing whether the relevant agency has\n Updates every 28 days\nappropriately managed the complaint\n Close by 1 month (benchmark 50%)\n explore opportunities to resolve complaints\n Close by 3 months (benchmark 25%)\n providing feedback to agencies on their\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 5]\nOverview of this Charter\n5 Use of the ANO as an independent review mechanism for Aircraft Noise\nmanagement is supported by:\na) the Minister Responsible for Airservices’ Statement of Expectations dated 29\nApril 2013, which requires Airservices to support the ongoing role of the ANO;\nand\nb) the Minister for Environment’s approval for Super Hornet flying operations at\nRAAF Base Amberley dated 23 March 2010, which requires Defence to\nestablish a qualified independent noise complaint and review mechanism\nsimilar in role and function to the ANO.\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [pages 1,2,3,4]\n[Page 1]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nValues: Purpose:\nIndependence To conduct independent reviews of Airservices’s and Defence’s (‘the\nAgencies’) handling of aircraft noise complaint handling, community\nFairness\nengagement and provision of information.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- 10 In performing their functions, the ANO:\na) will consider that Airservices is bound by statutory obligations as set out in a range of\nlaws including but not limited to the Air Services Act 1995, Environment Protection\nand Biodiversity Conservation Act 1999, Civil Aviation Safety Regulations and\nPrivacy Act 1988;\nb) will consider that Defence is bound by legal obligations as set out in a range of laws,\nDefence instructions and agreements;\nc) will assess the effectiveness of the community engagement processes of Airservices\nand Defence against each organisation’s published procedures and relevant\ngovernment and industry standards, as agreed between the ANO and the respective\norganisation from time to time;\nd) will assess the effectiveness of the presentation and distribution of aircraft noise-\nrelated information by Airservices and Defence against each organisation’s published\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- [Page 5]\n7 The current Ministerial Statement of Expectations dated 3 May 2011, requires\nAirservices to support the ongoing role of the ANO.\n Source: `other-pdfs/ANO_charter_2012.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2012.pdf)`\n- Role and Functions:\n Review the handling of complaints and enquiries made to the Agencies about aircraft noise.\n Monitor, report and contribute to the effectiveness of community engagement processes relating to\naircraft noise undertaken by the Agencies.\n Monitor, report and contribute to the effectiveness of the presentation and distribution of aircraft\nnoise‐related information.\n Undertake targeted reviews of aircraft noise management.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n\n### Strategic Priorities\n\n- [pages 1,2,3,4]\n[Page 1]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nValues: Purpose:\nIndependence To conduct independent reviews of Airservices’s and Defence’s (‘the\nAgencies’) handling of aircraft noise complaint handling, community\nFairness\nengagement and provision of information.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 3]\nOFFICIAL\nLinkages between the Strategic Plan, ANO Charter and Key Performance Indicators\nStrategic Plan Charter Activity Key Performance Indicators\nRole and Functions\nComplaints not part of multiple complaints\n Review the handling of cl.9 (a)-(d) and  receiving and acknowledging complaints\ninvestigations\ncomplaints and enquiries cl.37-47  undertaking initial assessment of the complaint\n Acknowledgement of complaint within 2 business days\nmade to the Agencies to decide whether to review\n Decision on whether complaint is within jurisdiction within\nabout aircraft noise.  communicating with complainants\n7 days\n assessing whether the relevant agency has\n Updates every 28 days\nappropriately managed the complaint\n Close by 1 month (benchmark 50%)\n explore opportunities to resolve complaints\n Close by 3 months (benchmark 25%)\n providing feedback to agencies on their\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- Previous Charters\nNovember 2016 to September 2020\n18 January 2015 to November 2016\n11 April 2012 to 18 January 2015\n26 August 2010 to 10 April 2012\nWho is the Ombudsman?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n- Previous Aircraft Noise Ombudsmen\nMs Narelle Bell: 8 February 2017 to 8 February 2020\nMr Ron Brent: 1 September 2010 to 7 February 2017\nWhat can you expect?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n- [pages 11,12,13,14,15,16]\nto make submissions and\nprovide information about the matters in complaint, the ANO will make an\nassessment referred to as a recommendation.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- The airports where Airservices provides air traffic management services as at\n16 July 2010 are:\n Adelaide\n Albury\n Alice Springs\n Archerfield\n Avalon\n Bankstown\n Brisbane\n Cairns\n Camden\n Canberra\n Coffs Harbour\n Coolangatta\n Essendon\n Hamilton Island\n Hobart\n Jandakot\n Launceston\n Mackay\n Maroochydore\n Melbourne\n Moorabin\n Parafield\n Perth\n Rockhampton\n Sydney\n Tamworth\nPage 16 of 16\n26 August 2010\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- [Page 5]\nOverview of this Charter\n5 Use of the ANO as an independent review mechanism for Aircraft Noise\nmanagement is supported by:\na) the Minister Responsible for Airservices’ Statement of Expectations dated 29\nApril 2013, which requires Airservices to support the ongoing role of the ANO;\nand\nb) the Minister for Environment’s approval for Super Hornet flying operations at\nRAAF Base Amberley dated 23 March 2010, which requires Defence to\nestablish a qualified independent noise complaint and review mechanism\nsimilar in role and function to the ANO.\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [pages 5,6,7,8]\nuper\nHornet Noise Monitoring and Complaints Handling Strategy and the Australian\nSuper Hornet Noise Monitoring and Complaints Resolution Strategy;\nc) monitoring and reporting on the effectiveness of Airservices’ and Defence’s\ncommunity consultation processes on Aircraft Noise-related issues;\nd) monitoring and reporting on the effectiveness of the presentation and\ndistribution of Aircraft Noise-related information provided to the community by\nAirservices and Defence;\ne) providing independent review of Airservices’ and Defence’s Aircraft Noise\nmanagement systems, in total or in part;\nf) making recommendations to the Board or the Chief of Air Force for\nimprovements in Aircraft Noise enquiry and complaint handling, noise\ninformation provision and community consultations;\nPage 4\n19 January 2015\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [Page 4]\nSection A: Introduction\nPart 1 – Context and purpose\nContext\n1 The Aircraft Noise Ombudsman (ANO) was established by Airservices Australia\n(Airservices) in response to the Australian Government’s National Aviation Policy White\nPaper (December 2009).\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- [pages 1,2,3,4]\n[Page 1]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nValues: Purpose:\nIndependence To conduct independent reviews of Airservices’s and Defence’s (‘the\nAgencies’) handling of aircraft noise complaint handling, community\nFairness\nengagement and provision of information.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 3]\nOFFICIAL\nLinkages between the Strategic Plan, ANO Charter and Key Performance Indicators\nStrategic Plan Charter Activity Key Performance Indicators\nRole and Functions\nComplaints not part of multiple complaints\n Review the handling of cl.9 (a)-(d) and  receiving and acknowledging complaints\ninvestigations\ncomplaints and enquiries cl.37-47  undertaking initial assessment of the complaint\n Acknowledgement of complaint within 2 business days\nmade to the Agencies to decide whether to review\n Decision on whether complaint is within jurisdiction within\nabout aircraft noise.  communicating with complainants\n7 days\n assessing whether the relevant agency has\n Updates every 28 days\nappropriately managed the complaint\n Close by 1 month (benchmark 50%)\n explore opportunities to resolve complaints\n Close by 3 months (benchmark 25%)\n providing feedback to agencies on their\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- Previous Charters\nNovember 2016 to September 2020\n18 January 2015 to November 2016\n11 April 2012 to 18 January 2015\n26 August 2010 to 10 April 2012\nWho is the Ombudsman?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n- Previous Aircraft Noise Ombudsmen\nMs Narelle Bell: 8 February 2017 to 8 February 2020\nMr Ron Brent: 1 September 2010 to 7 February 2017\nWhat can you expect?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n- [pages 11,12,13,14,15,16]\nto make submissions and\nprovide information about the matters in complaint, the ANO will make an\nassessment referred to as a recommendation.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- The airports where Airservices provides air traffic management services as at\n16 July 2010 are:\n Adelaide\n Albury\n Alice Springs\n Archerfield\n Avalon\n Bankstown\n Brisbane\n Cairns\n Camden\n Canberra\n Coffs Harbour\n Coolangatta\n Essendon\n Hamilton Island\n Hobart\n Jandakot\n Launceston\n Mackay\n Maroochydore\n Melbourne\n Moorabin\n Parafield\n Perth\n Rockhampton\n Sydney\n Tamworth\nPage 16 of 16\n26 August 2010\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- [Page 5]\nOverview of this Charter\n5 Use of the ANO as an independent review mechanism for Aircraft Noise\nmanagement is supported by:\na) the Minister Responsible for Airservices’ Statement of Expectations dated 29\nApril 2013, which requires Airservices to support the ongoing role of the ANO;\nand\nb) the Minister for Environment’s approval for Super Hornet flying operations at\nRAAF Base Amberley dated 23 March 2010, which requires Defence to\nestablish a qualified independent noise complaint and review mechanism\nsimilar in role and function to the ANO.\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [pages 5,6,7,8]\nuper\nHornet Noise Monitoring and Complaints Handling Strategy and the Australian\nSuper Hornet Noise Monitoring and Complaints Resolution Strategy;\nc) monitoring and reporting on the effectiveness of Airservices’ and Defence’s\ncommunity consultation processes on Aircraft Noise-related issues;\nd) monitoring and reporting on the effectiveness of the presentation and\ndistribution of Aircraft Noise-related information provided to the community by\nAirservices and Defence;\ne) providing independent review of Airservices’ and Defence’s Aircraft Noise\nmanagement systems, in total or in part;\nf) making recommendations to the Board or the Chief of Air Force for\nimprovements in Aircraft Noise enquiry and complaint handling, noise\ninformation provision and community consultations;\nPage 4\n19 January 2015\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [Page 4]\nSection A: Introduction\nPart 1 – Context and purpose\nContext\n1 The Aircraft Noise Ombudsman (ANO) was established by Airservices Australia\n(Airservices) in response to the Australian Government’s National Aviation Policy White\nPaper (December 2009).\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- [Page 2]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nEnvironment, Risks and Opportunities:\nThe bulk of our work is complaints driven and responsive to community concerns.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- 80-83\n Undertake targeted  identify systemic issues raised in complaints  Board/CAF agrees to terms of reference for targeted\nreviews of aircraft noise and/or monitoring issues, agree terms of reviews\nmanagement. reference and undertake review and report\n 12 months to undertake review and report\nPage 2 of 2\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- Prefix\nFirst\nLast\nEmail\n(Required)\nPlease enter your comments\n(Required)\nCAPTCHA\nTo contact us, you can also:\n1800 266 040 (toll free)\nano@ano.gov.au\nAircraft Noise Ombudsman\nGPO Box 1985\nCanberra City ACT 2601\n Source: `pages/contact.html (https://ano.gov.au/contact/)`\n- [Page 4]\nAircraft Noise Ombudsman\nCharter\nSection A: Preliminary Matters\nPart 1 – Introduction\nPurpose of the Service\n1 The Aircraft Noise Ombudsman (ANO) has been established as an\nindependent administrative office to:\na) review the handling of complaints or enquiries made to Airservices\nAustralia (Airservices) about aircraft noise and in particular the\noperation of the Noise Enquiry Unit (NEU);\nb) monitor and report on the effectiveness of community consultation\nprocesses relating to aircraft noise undertaken by Airservices;\nc) monitor and report on the effectiveness of the presentation and\ndistribution of aircraft noise-related information.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n\n## Key Metrics\n\n- [pages 1,2,3,4]\n[Page 1]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nValues: Purpose:\nIndependence To conduct independent reviews of Airservices’s and Defence’s (‘the\nAgencies’) handling of aircraft noise complaint handling, community\nFairness\nengagement and provision of information.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 16]\nSection E: Conduct, reporting and administration\nPart 10 – Conduct\n84 In the course of performing their duties, the ANO and any staff of the ANO:\na) must strive for impartiality, fairness and objectivity in the treatment of people and the\nconsideration of issues;\nb) must not be, or be able to be perceived as, an advocate for Airservices or Defence or\nfor any special interest group, agency, company or person;\nc) must not give rise, through their conduct, to a reasonable apprehension of partiality,\nbias or prejudgment;\nd) must not hold any other position within an organisation which might compromise their\nindependence;\ne) must consider the legitimate concerns and interests of all parties affected by matters\nunder consideration; and\nf) endeavour to be worthy of the trust placed in the office of ANO.\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- 12 Without limiting paragraph 11 but subject to this Charter, the ANO has the power to do\nany of the following:\na) decide whether the ANO has jurisdiction under this Charter to consider a complaint\nand whether the ANO should exercise its discretion to exclude the complaint;\nb) approve expenditure of the monetary resources allocated to the ANO by the Board;\nc) recruit and manage their own staff, who will be employees of Airservices; and\nd) select their own specialist advisors.\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- [Page 3]\nOFFICIAL\nLinkages between the Strategic Plan, ANO Charter and Key Performance Indicators\nStrategic Plan Charter Activity Key Performance Indicators\nRole and Functions\nComplaints not part of multiple complaints\n Review the handling of cl.9 (a)-(d) and  receiving and acknowledging complaints\ninvestigations\ncomplaints and enquiries cl.37-47  undertaking initial assessment of the complaint\n Acknowledgement of complaint within 2 business days\nmade to the Agencies to decide whether to review\n Decision on whether complaint is within jurisdiction within\nabout aircraft noise.  communicating with complainants\n7 days\n assessing whether the relevant agency has\n Updates every 28 days\nappropriately managed the complaint\n Close by 1 month (benchmark 50%)\n explore opportunities to resolve complaints\n Close by 3 months (benchmark 25%)\n providing feedback to agencies on their\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- Previous Charters\nNovember 2016 to September 2020\n18 January 2015 to November 2016\n11 April 2012 to 18 January 2015\n26 August 2010 to 10 April 2012\nWho is the Ombudsman?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n- Previous Aircraft Noise Ombudsmen\nMs Narelle Bell: 8 February 2017 to 8 February 2020\nMr Ron Brent: 1 September 2010 to 7 February 2017\nWhat can you expect?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n- [pages 11,12,13,14,15,16]\nto make submissions and\nprovide information about the matters in complaint, the ANO will make an\nassessment referred to as a recommendation.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- The airports where Airservices provides air traffic management services as at\n16 July 2010 are:\n Adelaide\n Albury\n Alice Springs\n Archerfield\n Avalon\n Bankstown\n Brisbane\n Cairns\n Camden\n Canberra\n Coffs Harbour\n Coolangatta\n Essendon\n Hamilton Island\n Hobart\n Jandakot\n Launceston\n Mackay\n Maroochydore\n Melbourne\n Moorabin\n Parafield\n Perth\n Rockhampton\n Sydney\n Tamworth\nPage 16 of 16\n26 August 2010\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- [Page 5]\nOverview of this Charter\n5 Use of the ANO as an independent review mechanism for Aircraft Noise\nmanagement is supported by:\na) the Minister Responsible for Airservices’ Statement of Expectations dated 29\nApril 2013, which requires Airservices to support the ongoing role of the ANO;\nand\nb) the Minister for Environment’s approval for Super Hornet flying operations at\nRAAF Base Amberley dated 23 March 2010, which requires Defence to\nestablish a qualified independent noise complaint and review mechanism\nsimilar in role and function to the ANO.\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n\n## Key Achievements\n\n- [pages 1,2,3,4]\n[Page 1]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nValues: Purpose:\nIndependence To conduct independent reviews of Airservices’s and Defence’s (‘the\nAgencies’) handling of aircraft noise complaint handling, community\nFairness\nengagement and provision of information.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 3]\nOFFICIAL\nLinkages between the Strategic Plan, ANO Charter and Key Performance Indicators\nStrategic Plan Charter Activity Key Performance Indicators\nRole and Functions\nComplaints not part of multiple complaints\n Review the handling of cl.9 (a)-(d) and  receiving and acknowledging complaints\ninvestigations\ncomplaints and enquiries cl.37-47  undertaking initial assessment of the complaint\n Acknowledgement of complaint within 2 business days\nmade to the Agencies to decide whether to review\n Decision on whether complaint is within jurisdiction within\nabout aircraft noise.  communicating with complainants\n7 days\n assessing whether the relevant agency has\n Updates every 28 days\nappropriately managed the complaint\n Close by 1 month (benchmark 50%)\n explore opportunities to resolve complaints\n Close by 3 months (benchmark 25%)\n providing feedback to agencies on their\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- Previous Charters\nNovember 2016 to September 2020\n18 January 2015 to November 2016\n11 April 2012 to 18 January 2015\n26 August 2010 to 10 April 2012\nWho is the Ombudsman?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n- Previous Aircraft Noise Ombudsmen\nMs Narelle Bell: 8 February 2017 to 8 February 2020\nMr Ron Brent: 1 September 2010 to 7 February 2017\nWhat can you expect?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n- [pages 11,12,13,14,15,16]\nto make submissions and\nprovide information about the matters in complaint, the ANO will make an\nassessment referred to as a recommendation.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- The airports where Airservices provides air traffic management services as at\n16 July 2010 are:\n Adelaide\n Albury\n Alice Springs\n Archerfield\n Avalon\n Bankstown\n Brisbane\n Cairns\n Camden\n Canberra\n Coffs Harbour\n Coolangatta\n Essendon\n Hamilton Island\n Hobart\n Jandakot\n Launceston\n Mackay\n Maroochydore\n Melbourne\n Moorabin\n Parafield\n Perth\n Rockhampton\n Sydney\n Tamworth\nPage 16 of 16\n26 August 2010\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- [Page 5]\nOverview of this Charter\n5 Use of the ANO as an independent review mechanism for Aircraft Noise\nmanagement is supported by:\na) the Minister Responsible for Airservices’ Statement of Expectations dated 29\nApril 2013, which requires Airservices to support the ongoing role of the ANO;\nand\nb) the Minister for Environment’s approval for Super Hornet flying operations at\nRAAF Base Amberley dated 23 March 2010, which requires Defence to\nestablish a qualified independent noise complaint and review mechanism\nsimilar in role and function to the ANO.\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [pages 5,6,7,8]\nuper\nHornet Noise Monitoring and Complaints Handling Strategy and the Australian\nSuper Hornet Noise Monitoring and Complaints Resolution Strategy;\nc) monitoring and reporting on the effectiveness of Airservices’ and Defence’s\ncommunity consultation processes on Aircraft Noise-related issues;\nd) monitoring and reporting on the effectiveness of the presentation and\ndistribution of Aircraft Noise-related information provided to the community by\nAirservices and Defence;\ne) providing independent review of Airservices’ and Defence’s Aircraft Noise\nmanagement systems, in total or in part;\nf) making recommendations to the Board or the Chief of Air Force for\nimprovements in Aircraft Noise enquiry and complaint handling, noise\ninformation provision and community consultations;\nPage 4\n19 January 2015\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [Page 4]\nSection A: Introduction\nPart 1 – Context and purpose\nContext\n1 The Aircraft Noise Ombudsman (ANO) was established by Airservices Australia\n(Airservices) in response to the Australian Government’s National Aviation Policy White\nPaper (December 2009).\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- [Page 2]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nEnvironment, Risks and Opportunities:\nThe bulk of our work is complaints driven and responsive to community concerns.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- 80-83\n Undertake targeted  identify systemic issues raised in complaints  Board/CAF agrees to terms of reference for targeted\nreviews of aircraft noise and/or monitoring issues, agree terms of reviews\nmanagement. reference and undertake review and report\n 12 months to undertake review and report\nPage 2 of 2\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- [pages 5,6,7,8]\nuper\nHornet Noise Monitoring and Complaints Handling Strategy and the Australian\nSuper Hornet Noise Monitoring and Complaints Resolution Strategy;\nc) monitoring and reporting on the effectiveness of Airservices’ and Defence’s\ncommunity consultation processes on Aircraft Noise-related issues;\nd) monitoring and reporting on the effectiveness of the presentation and\ndistribution of Aircraft Noise-related information provided to the community by\nAirservices and Defence;\ne) providing independent review of Airservices’ and Defence’s Aircraft Noise\nmanagement systems, in total or in part;\nf) making recommendations to the Board or the Chief of Air Force for\nimprovements in Aircraft Noise enquiry and complaint handling, noise\ninformation provision and community consultations;\nPage 4\n19 January 2015\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- Part 2 – ANO Structure\nPowers and Duties of the ANO\n11 The ANO’s duties will include:\na) reviewing administrative actions relating to the handling of noise enquiries and\nnoise complaints by Airservices, and in particular the Noise Complaints and\nInformation Service (NCIS);\nb) monitoring and reporting on the effectiveness of Airservices’ community\nconsultation processes on aircraft noise-related issues;\nc) monitoring and reporting on the effectiveness of the presentation and distribution\nof aircraft noise-related information provided to the community by Airservices;\nd) making recommendations to the Board for improvements in aircraft noise enquiry\nand complaint handling, noise information provision, and community\nconsultations;\nPage 4 of 16\nApril 2012\n Source: `other-pdfs/ANO_charter_2012.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2012.pdf)`\n- Part 2 – ANO Structure\nPowers and duties of the ANO\n9 The ANO’s duties will include:\na) reviewing administrative actions relating to the handling of noise enquiries and\nnoise complaints by Airservices and, in particular, by the team responsible for\nhandling noise complaints and information requests;\nb) reviewing administrative actions relating to the handling of noise enquiries and\nnoise complaints by Defence and, in particular, as part of the Australian Super\nHornet Noise Monitoring and Complaints Handling Strategy and the Australian\nSuper Hornet Noise Monitoring and Complaints Resolution Strategy;\nc) monitoring and reporting on the effectiveness of Airservices’ and Defence’s\ncommunity consultation processes on Aircraft Noise-related issues;\nd) monitoring and reporting on the effectiveness of the presentation and\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [Page 5]\nPart 2 – ANO Structure\nPowers and Duties of the ANO\n9 The ANO’s duties will include:\na) reviewing administrative actions relating to the handling of noise\nenquiries and noise complaints by Airservices, and in particular the\nNoise Enquiry Unit (NEU);\nb) monitoring and reporting on the effectiveness of Airservices’ community\nconsultation processes on aircraft noise-related issues;\nc) monitoring and reporting on the effectiveness of the presentation and\ndistribution of aircraft noise-related information provided to the\ncommunity by Airservices;\nd) making recommendations to the Board for improvements in aircraft\nnoise enquiry and complaint handling, noise information provision, and\ncommunity consultations;\ne) seeking the advice of Airservices on technical matters;\nf) deciding if the ANO is able under the Charter to consider a complaint\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- [pages 13,14,15,16]\nns, the ANO will form a view on the timeliness and adequacy of the\nimplementation. ‘Adequacy’ is to be assessed having regard to whether the identified\naircraft noise risks and/or issues for Airservices, Defence and/or the affected\nstakeholders have been reasonably addressed.\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- [Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [pages 11,12,13,14,15,16]\nto make submissions and\nprovide information about the matters in complaint, the ANO will make an\nassessment referred to as a recommendation.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- [Page 13]\nPart 8 – Collection of Information by ANO\nData Collection\n55 The ANO must collect and record comprehensive information pertaining to\ncomplaints, for example:\na) the number of complaints;\nb) the demographics of the complainants (where practicable);\nc) details of complaints which were not reviewed by the ANO and why;\nd) the outcome of complaints that were reviewed by the ANO;\ne) the current caseload including the age and status of open cases;\nf) the time taken to resolve complaints; and\ng) a profile of complaints that identifies:\n(i) the cause of the complaint;\n(ii) recommendations made to the Board; and\n(iii) any systemic issues or other trends identified.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- [Page 14]\nPart 8 – Collection of Information by ANO\nData Collection\n65 The ANO must collect and record comprehensive information pertaining to\ncomplaints, for example:\na) the number of complaints;\nb) the demographics of the complainants (where practicable);\nc) details of complaints which were not reviewed by the ANO and why;\nd) the outcome of complaints that were reviewed by the ANO;\ne) the current caseload including the age and status of open cases;\nf) the time taken to resolve complaints; and\ng) a profile of complaints that identifies:\n(i) the cause of the complaint;\n(ii) recommendations made to the Board; and\n(iii) any systemic issues or other trends identified.\n Source: `other-pdfs/ANO_charter_2012.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2012.pdf)`\n- [Page 15]\nPart 8 – Collection of information by the ANO\nData collection\n67 The ANO must collect and record comprehensive information pertaining to\ncomplaints, for example:\na) the number of complaints received;\nb) the demographics of the Complainants (where practicable);\nc) details of complaints which were not reviewed by the ANO including the\nreasons why;\nd) the outcome of complaints that were reviewed by the ANO;\ne) the current caseload including the age and status of open cases;\nf) the time taken to resolve complaints; and\ng) a profile of complaints that identifies:\n(i) the nature of the complaint;\n(ii) recommendations made by the ANO; and\n(iii) any systemic issues or other trends identified.\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- [Page 14]\nSection D: Other matters\nPart 7 – Collection of information by the ANO\nData collection\n67 The ANO must collect and record comprehensive information pertaining to\ncomplaints, for example:\na) the number of complaints received;\nb) the demographics of the Complainants (where practicable);\nc) details of complaints which were not reviewed by the ANO including the\nreasons why;\nd) the outcome of complaints that were reviewed by the ANO;\ne) the current caseload including the age and status of open cases;\nf) the time taken to resolve complaints; and\ng) a profile of complaints that identifies:\n(i) the nature of the complaint;\n(ii) recommendations made by the ANO; and\n(iii) any systemic issues or other trends identified.\n Source: `other-pdfs/ANO_charter_2016.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2016.pdf)`\n- [Page 5]\nSection B: Governance\nPart 2 – Functions and powers\nFunctions\n9 The functions of the ANO are:\na) reviewing administrative actions relating to the handling of noise enquiries and noise\ncomplaints by Airservices and, in particular, by the team responsible for handling\nnoise complaints and information requests;\nb) reviewing administrative actions relating to the handling of noise enquiries and noise\ncomplaints by Defence;\nc) making recommendations to the Board or the Chief of Air Force for improvements in\naircraft noise enquiry and complaint handling, noise information provision and\ncommunity engagement;\nd) referring complaints that the ANO considers are outside the ANO’s jurisdiction to the\nappropriate organisation;\ne) monitoring and reporting on the effectiveness of Airservices’ and Defence’s\ncommunity engagement processes on aircraft noise-related issues;\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- In assessing the implementation of\nrecommendations, the ANO will form a view on the timeliness and adequacy of the\nimplementation. ‘Adequacy’ is to be assessed having regard to whether the identified\naircraft noise risks and/or issues for Airservices, Defence and/or the affected\nstakeholders have been reasonably addressed.\n Source: `other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)`\n- [pages 1,2,3,4]\n[Page 1]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nValues: Purpose:\nIndependence To conduct independent reviews of Airservices’s and Defence’s (‘the\nAgencies’) handling of aircraft noise complaint handling, community\nFairness\nengagement and provision of information.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n\n## Corporate Values and Operating Culture\n\n- [pages 1,2,3,4]\n[Page 1]\nOFFICIAL\nStrategic Plan\n1 July 2024 to 30 June 2027\nValues: Purpose:\nIndependence To conduct independent reviews of Airservices’s and Defence’s (‘the\nAgencies’) handling of aircraft noise complaint handling, community\nFairness\nengagement and provision of information.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 4]\nAircraft Noise Ombudsman\nCharter\nSection A: Preliminary Matters\nPart 1 – Introduction\nPurpose of the Service\n1 The Aircraft Noise Ombudsman (ANO) has been established as an\nindependent administrative office to:\na) review the handling of complaints or enquiries made to Airservices\nAustralia (Airservices) about aircraft noise and in particular the\noperation of the Noise Enquiry Unit (NEU);\nb) monitor and report on the effectiveness of community consultation\nprocesses relating to aircraft noise undertaken by Airservices;\nc) monitor and report on the effectiveness of the presentation and\ndistribution of aircraft noise-related information.\n Source: `other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)`\n- Part 2 – ANO Structure\nPowers and Duties of the ANO\n11 The ANO’s duties will include:\na) reviewing administrative actions relating to the handling of noise enquiries and\nnoise complaints by Airservices, and in particular the Noise Complaints and\nInformation Service (NCIS);\nb) monitoring and reporting on the effectiveness of Airservices’ community\nconsultation processes on aircraft noise-related issues;\nc) monitoring and reporting on the effectiveness of the presentation and distribution\nof aircraft noise-related information provided to the community by Airservices;\nd) making recommendations to the Board for improvements in aircraft noise enquiry\nand complaint handling, noise information provision, and community\nconsultations;\nPage 4 of 16\nApril 2012\n Source: `other-pdfs/ANO_charter_2012.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2012.pdf)`\n- [Page 4]\nAircraft Noise Ombudsman\nCharter\nSection A: Preliminary matters\nPart 1 – Introduction\nPurpose of the service\n1 The Aircraft Noise Ombudsman (ANO) is an independent administrative office\nthat:\na) reviews the handling of complaints or enquiries made to Airservices Australia\n(Airservices) or the Department of Defence (Defence) about Aircraft Noise;\nb) monitors and reports on the effectiveness of community consultation\nprocesses relating to Aircraft Noise undertaken by Airservices and Defence;\nc) monitors and reports on the effectiveness of the presentation and distribution\nof Aircraft Noise-related information; and\nd) provides targeted reviews of specific aspects of Aircraft Noise management\nas requested by Airservices and Defence.\n Source: `other-pdfs/ANO_charter_2015.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf)`\n- Integrity\nEnhance the Agencies capacity in their administrative actions and decisions\nAccountability in the management of aircraft noise.\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 3]\nOFFICIAL\nLinkages between the Strategic Plan, ANO Charter and Key Performance Indicators\nStrategic Plan Charter Activity Key Performance Indicators\nRole and Functions\nComplaints not part of multiple complaints\n Review the handling of cl.9 (a)-(d) and  receiving and acknowledging complaints\ninvestigations\ncomplaints and enquiries cl.37-47  undertaking initial assessment of the complaint\n Acknowledgement of complaint within 2 business days\nmade to the Agencies to decide whether to review\n Decision on whether complaint is within jurisdiction within\nabout aircraft noise.  communicating with complainants\n7 days\n assessing whether the relevant agency has\n Updates every 28 days\nappropriately managed the complaint\n Close by 1 month (benchmark 50%)\n explore opportunities to resolve complaints\n Close by 3 months (benchmark 25%)\n providing feedback to agencies on their\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- [Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79\n Source: `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)`\n- Previous Charters\nNovember 2016 to September 2020\n18 January 2015 to November 2016\n11 April 2012 to 18 January 2015\n26 August 2010 to 10 April 2012\nWho is the Ombudsman?\n Source: `pages/about.html (https://ano.gov.au/about-us/)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py ` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf` - strategies - https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf\n- `pages/about.html` - pages - https://ano.gov.au/about-us/\n- `pages/announcements-index.html` - pages - https://ano.gov.au/review-of-airservices-systems-and-processes-for-reporting-and-monitoring-on-noise-abatement-procedures/\n- `pages/announcements-index__00.html` - pages - https://ano.gov.au/wp-content/uploads/2022/03/logo_ano_green.png\n- `pages/contact.html` - pages - https://ano.gov.au/contact/\n- `pages/homepage.html` - pages - http://ano.gov.au/\n- `pages/news-latest.html` - pages - https://ano.gov.au/news-media/\n- `other-pdfs/ANO_charter_2010.pdf` - other-pdfs - https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf\n- `other-pdfs/ANO_charter_2012.pdf` - other-pdfs - https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2012.pdf\n- `other-pdfs/ANO_charter_2015.pdf` - other-pdfs - https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf\n- `other-pdfs/ANO_charter_2016.pdf` - other-pdfs - https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2016.pdf\n- `other-pdfs/ANO_charter_2020.pdf` - other-pdfs - https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No annual report text source found.\n- No global comparison/case-study sources found.", "legislation_md": "# Aircraft Noise Ombudsman - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:17:45.476962+00:00\n**Entity ID**: B-002668\n**Jurisdiction**: Commonwealth\n**Portfolio**: Infrastructure, Transport, Regional Development, \n\nCommunications, Sport and the Arts\n\n> This is an evidence-based discovery list from scraped department material. A mention does not always mean the department administers the legislation; high-confidence and official register links should be reviewed.\n\n## Summary\n\n- Source files scanned: 12\n- Unique legislation references found: 3\n\n| Type | Count |\n|---|---:|\n| Act | 3 |\n\n## Legislation References\n\n### Air Services Act 1995\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 18\n**Register search**: https://www.legislation.gov.au/search?query=Air+Services+Act+1995\n\n**Sources**:\n- `other-pdfs/ANO_charter_2010.pages.jsonl`\n- `other-pdfs/ANO_charter_2012.pages.jsonl`\n- `other-pdfs/ANO_charter_2015.pages.jsonl`\n- `other-pdfs/ANO_charter_2016.pages.jsonl`\n- `other-pdfs/ANO_charter_2020.pages.jsonl`\n\n**Evidence contexts**:\n- Handling of Complaints\n3 The review of complaints is free of charge for complainants. The costs of\nthe Service are met by Airservices.\n4 In dealing with complaints, the ANO:\na) must consider Airservices is bound by its statutory obligations as set\nout in the Air Services Act 1995;\nb) must do what in its opinion is appropriate with a view to resolving\ncomplaints in a cooperative, efficient, timely and fair manner;\nc) shall proceed with the minimum formality and technicality; and\nd) shall be as transparent as possible, whilst also actin\n Source: `other-pdfs/ANO_charter_2010.pages.jsonl`\n- by all operations by international,\ndomestic and regional airlines, general, sport and recreational aviation using\naircraft, helicopters, balloons and other forms of air transportation.\n“Airservices” means Airservices Australia, the body established under the Air\nServices Act 1995.\n“ANO” means Aircraft Noise Ombudsman.\n“Australia” includes the external territories.\n“Board” means the Board of Directors of Airservices Australia.\n“Complainant” means a person who has a complaint that has been lodged\nwith the ANO and who under the Charter i\n Source: `other-pdfs/ANO_charter_2010.pages.jsonl`\n- ressed by Airservices.\n“Jurisdictional Decision” means a final decision as to whether, under the\nCharter, ANO is able to review a complaint or whether ANO should exercise\nits discretion to exclude a complaint.\n“Minister” means the Minister responsible for the Air Services Act 1995.\n“Ombudsman” means the person appointed by the Board of Airservices to be\nthe Aircraft Noise Ombudsman.\n“Party to a Complaint” means the Complainant, Airservices, and any other\nlegal person or community organisation with an active interest in the\ncomplaint.\n“\n Source: `other-pdfs/ANO_charter_2010.pages.jsonl`\n- is free of charge for complainants. The costs of the Service\nare met by Airservices.\n4 In dealing with complaints, the ANO:\na) must consider Airservices is bound by its statutory obligations as set out in a\nrange of laws particularly, but not limited to, the Air Services Act 1995;\nb) must do what in his or her opinion is appropriate with a view to resolving\ncomplaints in a cooperative, efficient, timely and fair manner;\nc) shall proceed with the minimum formality and technicality; and\nd) shall be as transparent as possible, whilst als\n Source: `other-pdfs/ANO_charter_2012.pages.jsonl`\n- by all operations by international, domestic\nand regional airlines, general, sport and recreational aviation using aircraft, helicopters,\nballoons and other forms of air transportation.\n“Airservices” means Airservices Australia, the body established under the Air Services\nAct 1995.\n“ANO” means Aircraft Noise Ombudsman.\n“Australia” includes the external territories.\n“Board” means the Board of Directors of Airservices Australia.\n“Chairman” means the Chairman of the Board of Airservices Australia.\n“Chair of the Board Environment Committee\n Source: `other-pdfs/ANO_charter_2012.pages.jsonl`\n\n### Civil Aviation Safety Regulations and Privacy Act 1988\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Civil+Aviation+Safety+Regulations+and+Privacy+Act+1988\n\n**Sources**:\n- `other-pdfs/ANO_charter_2020.pages.jsonl`\n\n**Evidence contexts**:\n- 10 In performing their functions, the ANO:\na) will consider that Airservices is bound by statutory obligations as set out in a range of\nlaws including but not limited to the Air Services Act 1995, Environment Protection\nand Biodiversity Conservation Act 1999, Civil Aviation Safety Regulations and\nPrivacy Act 1988;\nb) will consider that Defence is bound by legal obligations as set out in a range of laws,\nDefence instructions and agreements;\nc) will assess the effectiveness of the community engagement processes of Airservices\nand Defence against each organisation’s publ\n Source: `other-pdfs/ANO_charter_2020.pages.jsonl`\n\n### Environment Protection and Biodiversity Conservation Act 1999\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Environment+Protection+and+Biodiversity+Conservation+Act+1999\n\n**Sources**:\n- `other-pdfs/ANO_charter_2020.pages.jsonl`\n\n**Evidence contexts**:\n- ation and distribution, which are under development or\nreview.\n10 In performing their functions, the ANO:\na) will consider that Airservices is bound by statutory obligations as set out in a range of\nlaws including but not limited to the Air Services Act 1995, Environment Protection\nand Biodiversity Conservation Act 1999, Civil Aviation Safety Regulations and\nPrivacy Act 1988;\nb) will consider that Defence is bound by legal obligations as set out in a range of laws,\nDefence instructions and agreements;\nc) will assess the effectiveness of the community engagement processes of\n Source: `other-pdfs/ANO_charter_2020.pages.jsonl`\n\n## Files Scanned\n\n- `pages/about.html` (page)\n- `pages/announcements-index.html` (page)\n- `pages/announcements-index__00.html` (page)\n- `pages/contact.html` (page)\n- `pages/homepage.html` (page)\n- `pages/news-latest.html` (page)\n- `other-pdfs/ANO_charter_2010.pages.jsonl` (pdf_pages)\n- `other-pdfs/ANO_charter_2012.pages.jsonl` (pdf_pages)\n- `other-pdfs/ANO_charter_2015.pages.jsonl` (pdf_pages)\n- `other-pdfs/ANO_charter_2016.pages.jsonl` (pdf_pages)\n- `other-pdfs/ANO_charter_2020.pages.jsonl` (pdf_pages)\n- `strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pages.jsonl` (pdf_pages)", "global_initiatives_md": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": null, "vision_source_page": null, "purposes": "To conduct independent reviews of Airservices’s and Defence’s (‘the Agencies’) handling of aircraft noise complaint handling, community engagement and provision of information.", "purposes_source_page": 1, "how_we_deliver": "To enhance the Agencies capacity in their administrative actions and decisions in the management of aircraft noise.", "how_we_deliver_source_page": 1, "government_priorities": [ { "text": "Enhance capacity of the Agencies to address community concerns about aircraft noise issues through: providing effective and balanced investigation and resolution of noise complaints, monitor and contribute to effective community engagement and provision of information on aircraft noise by the Agencies, promoting understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise, identifying systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively.", "source_page": 1 } ], "outcomes": [ { "name": "Outcome 1: Effective complaint resolution", "description": "To provide effective and balanced investigation and resolution of noise complaints.", "key_activities": [ "providing effective and balanced investigation and resolution of noise complaints", "monitoring and contributing to effective community engagement and provision of information on aircraft noise by the Agencies" ], "source_page": 1 }, { "name": "Outcome 2: Effective community engagement", "description": "To monitor and contribute to effective community engagement and provision of information on aircraft noise by the Agencies.", "key_activities": [ "monitoring and contributing to effective community engagement and provision of information on aircraft noise by the Agencies" ], "source_page": 1 }, { "name": "Outcome 3: Understanding of aircraft noise management", "description": "To promote understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise.", "key_activities": [ "promoting understanding, within Agencies, with individuals and the broader aviation industry, of the balance of relevant considerations in effective management of aircraft noise" ], "source_page": 1 }, { "name": "Outcome 4: Identification and resolution of systemic issues", "description": "To identify systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively.", "key_activities": [ "identifying systemic issues raised in complaints and investigating, resolving and reporting on those issues promptly and effectively" ], "source_page": 1 } ], "values": [ "Independence", "Fairness", "Integrity", "Accessibility", "Efficiency", "Transparency" ], "values_framework_name": null, "kpi_targets_2025_26": [ { "code": "C1", "measure": "Acknowledgement of complaint within 2 business days", "target": "100%", "source_page": 3 }, { "code": "C2", "measure": "Decision on whether complaint is within jurisdiction within 7 days", "target": "100%", "source_page": 3 }, { "code": "C3", "measure": "Updates every 28 days", "target": "100%", "source_page": 3 }, { "code": "C4", "measure": "Close by 1 month (benchmark 50%)", "target": "50%", "source_page": 3 }, { "code": "C5", "measure": "Close by 3 months (benchmark 25%)", "target": "25%", "source_page": 3 }, { "code": "C6", "measure": "Close by 6 months (benchmark 15%)", "target": "15%", "source_page": 3 }, { "code": "C7", "measure": "Close by 12 months (benchmark 10%)", "target": "10%", "source_page": 3 }, { "code": "C8", "measure": "Close later than 12 months (benchmark 0%)", "target": "0%", "source_page": 3 }, { "code": "C9", "measure": "Decision on whether complaint is within jurisdiction within 14 days", "target": "100%", "source_page": 3 }, { "code": "C10", "measure": "Complete final assessment by 3 months (benchmark 25%)", "target": "25%", "source_page": 3 }, { "code": "C11", "measure": "Complete final assessment by 6 months (benchmark 50%)", "target": "50%", "source_page": 3 }, { "code": "C12", "measure": "Complete final assessment by 12 months (benchmark 25%)", "target": "25%", "source_page": 3 }, { "code": "C13", "measure": "Complete final assessment later than 12 months (benchmark 0%)", "target": "0%", "source_page": 3 }, { "code": "C14", "measure": "Close by 6 months (benchmark 50%)", "target": "50%", "source_page": 3 }, { "code": "C15", "measure": "Close by 12 months (benchmark 50%)", "target": "50%", "source_page": 3 }, { "code": "C16", "measure": "Close later than 12 months (benchmark 0%)", "target": "0%", "source_page": 3 }, { "code": "R1", "measure": "Quarterly Reports 100% on time", "target": "100%", "source_page": 4 }, { "code": "R2", "measure": "100% implementation of recommendations", "target": "100%", "source_page": 4 }, { "code": "R3", "measure": "Number of interactions with agencies", "target": null, "source_page": 4 }, { "code": "R4", "measure": "100% response rate to provide feedback when requested", "target": "100%", "source_page": 4 }, { "code": "R5", "measure": "Number of community engagement activities attended", "target": null, "source_page": 4 }, { "code": "R6", "measure": "Quarterly Reports – 100% reporting on time", "target": "100%", "source_page": 4 }, { "code": "R7", "measure": "Number of CACG meetings attended", "target": null, "source_page": 4 }, { "code": "R8", "measure": "100% response rate to feedback when requested", "target": "100%", "source_page": 4 } ], "kpi_results_2024_25": [ { "code": "C1", "measure": "Acknowledgement of complaint within 2 business days", "result": "100%", "status": "Achieved", "source_page": null }, { "code": "C2", "measure": "Decision on whether complaint is within jurisdiction within 7 days", "result": "100%", "status": "Achieved", "source_page": null }, { "code": "C3", "measure": "Updates every 28 days", "result": "100%", "status": "Achieved", "source_page": null }, { "code": "C4", "measure": "Close by 1 month (benchmark 50%)", "result": "50%", "status": "Partially achieved", "source_page": null }, { "code": "C5", "measure": "Close by 3 months (benchmark 25%)", "result": "25%", "status": "Partially achieved", "source_page": null }, { "code": "C6", "measure": "Close by 6 months (benchmark 15%)", "result": "15%", "status": "Partially achieved", "source_page": null }, { "code": "C7", "measure": "Close by 12 months (benchmark 10%)", "result": "10%", "status": "Partially achieved", "source_page": null }, { "code": "C8", "measure": "Close later than 12 months (benchmark 0%)", "result": "0%", "status": "Achieved", "source_page": null }, { "code": "C9", "measure": "Decision on whether complaint is within jurisdiction within 14 days", "result": "100%", "status": "Achieved", "source_page": null }, { "code": "C10", "measure": "Complete final assessment by 3 months (benchmark 25%)", "result": "25%", "status": "Partially achieved", "source_page": null }, { "code": "C11", "measure": "Complete final assessment by 6 months (benchmark 50%)", "result": "50%", "status": "Partially achieved", "source_page": null }, { "code": "C12", "measure": "Complete final assessment by 12 months (benchmark 25%)", "result": "25%", "status": "Partially achieved", "source_page": null }, { "code": "C13", "measure": "Complete final assessment later than 12 months (benchmark 0%)", "result": "0%", "status": "Achieved", "source_page": null }, { "code": "C14", "measure": "Close by 6 months (benchmark 50%)", "result": "50%", "status": "Partially achieved", "source_page": null }, { "code": "C15", "measure": "Close by 12 months (benchmark 50%)", "result": "50%", "status": "Partially achieved", "source_page": null }, { "code": "C16", "measure": "Close later than 12 months (benchmark 0%)", "result": "0%", "status": "Achieved", "source_page": null }, { "code": "R1", "measure": "Quarterly Reports 100% on time", "result": "100%", "status": "Achieved", "source_page": null }, { "code": "R2", "measure": "100% implementation of recommendations", "result": "100%", "status": "Achieved", "source_page": null }, { "code": "R3", "measure": "Number of interactions with agencies", "result": null, "status": null, "source_page": null }, { "code": "R4", "measure": "100% response rate to provide feedback when requested", "result": "100%", "status": "Achieved", "source_page": null }, { "code": "R5", "measure": "Number of community engagement activities attended", "result": null, "status": null, "source_page": null }, { "code": "R6", "measure": "Quarterly Reports – 100% reporting on time", "result": "100%", "status": "Achieved", "source_page": null }, { "code": "R7", "measure": "Number of CACG meetings attended", "result": null, "status": null, "source_page": null }, { "code": "R8", "measure": "100% response rate to feedback when requested", "result": "100%", "status": "Achieved", "source_page": null } ], "_source_urls": { "annual_report_url": "", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Citizen Participation", "scale": "small", "title": "Consultation feedback summaries with response tracking", "idea": "Summarise consultation submissions by theme and publish what changed in response.", "quote": "[Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Citizen Participation", "scale": "large", "title": "Always-on policy participation platform", "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.", "quote": "[Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Citizen Services", "scale": "small", "title": "Plain-language service pages and proactive status updates", "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.", "quote": "[Page 4]\nAircraft Noise Ombudsman\nCharter\nSection A: Preliminary Matters\nPart 1 – Introduction\nPurpose of the Service\n1 The Aircraft Noise Ombudsman (ANO) has been established as an\nindependent administrative office to:\na) review the handling of complaints or enquiries made to Airservices\nAustralia (Airservices) about aircraft noise and in particular the\noperation of the Noise Enquiry Unit (NEU);\nb) monitor and report on the effectiveness of community consultation\nprocesses relating to aircraft noise undertaken by Airservices;\nc) monitor and report on the effectiveness of the presentation and\ndistribution of aircraft noise-related information.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "[Page 4]\nAircraft Noise Ombudsman\nCharter\nSection A: Preliminary Matters\nPart 1 – Introduction\nPurpose of the Service\n1 The Aircraft Noise Ombudsman (ANO) has been established as an\nindependent administrative office to:\na) review the handling of complaints or enquiries made to Airservices\nAustralia (Airservices) about aircraft noise and in particular the\noperation of the Noise Enquiry Unit (NEU);\nb) monitor and report on the effectiveness of community consultation\nprocesses relating to aircraft noise undertaken by Airservices;\nc) monitor and report on the effectiveness of the presentation and\ndistribution of aircraft noise-related information.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/ANO_charter_2010.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Risk & Assurance", "scale": "small", "title": "Recommendation tracker for audits, reviews, and inquiries", "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.", "quote": "In assessing the implementation of\nrecommendations, the ANO will form a view on the timeliness and adequacy of the\nimplementation. ‘Adequacy’ is to be assessed having regard to whether the identified\naircraft noise risks and/or issues for Airservices, Defence and/or the affected\nstakeholders have been reasonably addressed.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Risk & Assurance", "scale": "large", "title": "Integrated assurance and lessons-learned system", "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.", "quote": "In assessing the implementation of\nrecommendations, the ANO will form a view on the timeliness and adequacy of the\nimplementation. ‘Adequacy’ is to be assessed having regard to whether the identified\naircraft noise risks and/or issues for Airservices, Defence and/or the affected\nstakeholders have been reasonably addressed.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Data & Performance", "scale": "small", "title": "KPI evidence register with named owners", "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.", "quote": "80-83\n Undertake targeted  identify systemic issues raised in complaints  Board/CAF agrees to terms of reference for targeted\nreviews of aircraft noise and/or monitoring issues, agree terms of reviews\nmanagement. reference and undertake review and report\n 12 months to undertake review and report\nPage 2 of 2", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Data & Performance", "scale": "large", "title": "Outcome dashboard linking budget, delivery, and public impact", "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.", "quote": "80-83\n Undertake targeted  identify systemic issues raised in complaints  Board/CAF agrees to terms of reference for targeted\nreviews of aircraft noise and/or monitoring issues, agree terms of reviews\nmanagement. reference and undertake review and report\n 12 months to undertake review and report\nPage 2 of 2", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Staff Productivity", "scale": "small", "title": "Reusable briefing and summary assistant for internal documents", "idea": "Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.", "quote": "ANO staff\n103 The ANO may select their own staff, subject to the funding allocated to the ANO by\nthe Board.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Staff Productivity", "scale": "large", "title": "Department-wide knowledge and briefing platform", "idea": "Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.", "quote": "ANO staff\n103 The ANO may select their own staff, subject to the funding allocated to the ANO by\nthe Board.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "other-pdfs/ANO_charter_2020.pdf (https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Regulation & Policy", "scale": "small", "title": "Regulatory burden scan for forms, guidance, and reporting", "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.", "quote": "[Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-002668", "entity_name": "Aircraft Noise Ombudsman", "folder_name": "Aircraft-Noise-Ombudsman", "category": "Regulation & Policy", "scale": "large", "title": "Adaptive regulation program with live feedback loops", "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.", "quote": "[Page 4]\nOFFICIAL\n reporting and making recommendations to the  Quarterly Reports 100% on time\nBoard or Chief of Air Force\n Reports on reviews of complaints within 12 months\n 100% implementation of recommendations\n Monitor, report and cl.9(e) and  contribute to and review Agencies’ policy and  Number of interactions with agencies\ncontribute to the cl.71-79 procedural framework for community\n 100% response rate to provide feedback when requested\neffectiveness of engagement\ncommunity engagement\nprocesses relating to\naircraft noise undertaken\nby the Agencies.\n attending and observing community  Number of community engagement activities attended\nengagement activities\n report on ANO engagement in those activities  Quarterly Reports – 100% reporting on time\n attendance at CACG meetings  Number of CACG meetings attended\ncl.9(f) and 71-79", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf (https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] } ], "legislation_administered": [], "artifacts": [ { "category": "strategies", "year": "2024", "url": "https://ano.gov.au/wp-content/uploads/2024/07/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "file": "strategies/ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.pdf", "bytes": 266094, "link_text": "ANO Strategic Plan 2024-2027" }, { "category": "other-pdfs", "year": "2022", "url": "https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2020.pdf", "file": "other-pdfs/ANO_charter_2020.pdf", "bytes": 186284, "link_text": "ANO Charter" }, { "category": "other-pdfs", "year": "2022", "url": "https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2016.pdf", "file": "other-pdfs/ANO_charter_2016.pdf", "bytes": 588053, "link_text": "November 2016 to September 2020" }, { "category": "other-pdfs", "year": "2022", "url": "https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2015.pdf", "file": "other-pdfs/ANO_charter_2015.pdf", "bytes": 380318, "link_text": "18 January 2015 to November 2016" }, { "category": "other-pdfs", "year": "2022", "url": "https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2012.pdf", "file": "other-pdfs/ANO_charter_2012.pdf", "bytes": 144528, "link_text": "11 April 2012 to 18 January 2015" }, { "category": "other-pdfs", "year": "2022", "url": "https://ano.gov.au/wp-content/uploads/2022/03/ANO_charter_2010.pdf", "file": "other-pdfs/ANO_charter_2010.pdf", "bytes": 135596, "link_text": "26 August 2010 to 10 April 2012" } ], "_meta": { "snapshot_built_at": "2026-05-13T11:02:35+00:00", "strategy_brief_meta": { "model": "nova-micro", "folder": "Aircraft-Noise-Ombudsman", "annual_report": { "file": null, "url": "", "year": null }, "corporate_plan": { "file": "strategies\\ANO-Strategic-Plan-July-2024-July-2027-wAttachment-FINAL.txt", "url": 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