{ "entity_id": "B-000725", "folder": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "name": "National Health Practitioner Ombudsman and Privacy Commissioner", "type": "National Law Body", "jurisdiction": "Commonwealth", "portfolio": "Health, Disability and Ageing", "website": "https://www.nhpo.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": 10, "n_kpi_targets": 2, "n_kpi_results": 2, "n_outcomes": 2, "verified_own_data": true }, "strategy_profile": { "status": "needs_review", "confidence": "medium", "summary": "Ensuring fairness and transparency in the processes for registration, accreditation, and complaints handling.", "official_site_url": "https://www.nhpo.gov.au/", "source_documents": [ { "type": "annual_report", "title": "Bi-annual report July to December 2025 (PDF, 221KB)", "url": "https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf", "period": "2026", "confidence": "high" }, { "type": "annual_report", "title": "Bi-annual report July to December 2024 (PDF, 361KB)", "url": "https://www.nhpo.gov.au/sites/default/files/2025-03/Bi-annual%20report%20-%20July%20to%20December%202024.pdf", "period": "2025", "confidence": "high" }, { "type": "annual_report", "title": "Read our annual report", "url": "https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "Download our annual report", "url": "https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf", "period": "2023-24", "confidence": "high" }, { "type": "annual_report", "title": "Bi-annual report July to December 2022 (PDF, 334KB)", "url": "https://www.nhpo.gov.au/sites/default/files/2023-03/2023-03-01%20-%20Bi-annual%20report%20-%20July%20to%20December%202022.pdf", "period": "2023", "confidence": "high" } ], "purpose": null, "vision": null, "strategic_priorities": [], "values": [ { "name": "Fairness", "description": "", "source_url": "", "source_page": null }, { "name": "Transparency", "description": "", "source_url": "", "source_page": null }, { "name": "Inclusion", "description": "", "source_url": "", "source_page": null }, { "name": "Allyship", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Fair and transparent processes", "description": "Ensuring fairness and transparency in the processes for registration, accreditation, and complaints handling.", "activities": [ "Investigation into registration fees", "Processes to identify potential psychosocial hazards", "Embedding new performance measures" ], "source_url": "", "source_page": 2, "source_deep_url": "" }, { "name": "Outcome 2: Effective oversight and compliance", "description": "Overseeing compliance with registration, accreditation, and complaints processes to ensure they are fair and effective.", "activities": [ "Finalising complex Ombudsman complaints", "Making FOI review decisions", "Providing feedback and suggestions for systemic improvements" ], "source_url": "", "source_page": 4, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Number of complaints finalised", "target": "25", "latest_result": "25", "status": "Achieved", "target_source_url": "", "target_source_page": 4, "result_source_url": "https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf", "result_source_page": 4 }, { "code": "CCE02", "measure": "Number of systemic review suggestions", "target": "4", "latest_result": "4", "status": "Achieved", "target_source_url": "", "target_source_page": 4, "result_source_url": "https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf", "result_source_page": 4 } ], "document_alignment_terms": { "must_support": [], "watch_terms": [ "Number of complaints finalised", "Number of systemic review suggestions" ], "avoid_claiming_without_evidence": [] }, "review_note": "Structured strategy exists but is incomplete." }, "strategy_brief_md": "# National Health Practitioner Ombudsman and Privacy Commissioner — Strategy Brief\n\n**Reporting period**: 2025-2026\n**Corporate plan in force**: 2026-2027\n**Annual Report**: [2025-2026](https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf)\n\n## Outcomes\n\n### Outcome 1: Fair and transparent processes\nEnsuring fairness and transparency in the processes for registration, accreditation, and complaints handling. [CP p.2]\n\n**Key activities:**\n- Investigation into registration fees\n- Processes to identify potential psychosocial hazards\n- Embedding new performance measures\n\n### Outcome 2: Effective oversight and compliance\nOverseeing compliance with registration, accreditation, and complaints processes to ensure they are fair and effective. [CP p.4]\n\n**Key activities:**\n- Finalising complex Ombudsman complaints\n- Making FOI review decisions\n- Providing feedback and suggestions for systemic improvements\n\n## Values and principles\n\n- Fairness\n- Transparency\n- Inclusion\n- Allyship\n\n## What they will measure themselves on this year (targets from 2026-2027 corporate plan)\n\n| Code | Measure | Target | Source |\n|---|---|---|---|\n| CCE01 | Number of complaints finalised | 25 | CP p.4 |\n| CCE02 | Number of systemic review suggestions | 4 | CP p.4 |\n\n## How they performed last year (results from 2025-2026 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| CCE01 | Number of complaints finalised | 25 | Achieved | [AR p.4](https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf#page=4)(https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf#page=4) |\n| CCE02 | Number of systemic review suggestions | 4 | Achieved | [AR p.4](https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf#page=4)(https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf#page=4) |", "strategy_overview_evidence_md": null, "internal_strategy_evidence_md": "# National Health Practitioner Ombudsman and Privacy Commissioner - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:39:20.585779+00:00\n**Entity ID**: B-000725\n**Entity type**: National Law Body\n**Jurisdiction**: Commonwealth\n**Portfolio**: Health, Disability and Ageing\n**Website**: https://www.nhpo.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| annual-reports | 5 |\n| other-pdfs | 5 |\n| pages | 36 |\n\n## Executive Readout\n\n### Purpose\n\n- [Page 6]\nContents\nOur year in numbers i\nLetter of transmittal ii\nOmbudsman and Commissioner’s message iii\nOur purpose 1\nOur values 2\nWhat we do: creating positive change 3\nMeet the Ombudsman and Commissioner 4\nA plan to champion fairness 5\nAbout our team 6\nAbout our data 8\nOur complaint-handling service in numbers 13\nAssisting people who approach our office 14\nResponding to COVID-19 16\nOmbudsman complaints 19\nDelay-related issues 20\nWho complaints were about 24\nWhere complaints came from 25\nResolving complaints quickly 26\nInvestigation outcomes 31\nNotification-related complaints 33\nWho notification-related complaints were about 34\nWhere notification-related complaints came from 35\nCommon notification-related issues 36\nOutcomes of notification-related complaints 37\nImproving the health practitioner experience 38\nProcedural fairness for practitioners 40\nExplaining a decision or action 41\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- Department of Health estimating that an extra 14,000\nnurses are needed to deliver the Labor government’s However, in other areas, changes have not been\ncommitment to require aged care homes to have a made as quickly to accommodate new circumstances.\nregistered nurse on site for 16 hours a day by October For example, overseas-qualified nurses and\n2023.36 During the 2022 election, now Prime Minister midwives who do not meet the qualification criteria\nAnthony Albanese said that his government would for registration must meet the requirements of\nneed to recruit overseas health workers as a ‘stopgap an outcomes-based assessment (OBA), including\nmeasure’.37 It is clear that there is an increased focus completing a multiple-choice question examination\non the role of internationally qualified practitioners (MCQ exam) and an objective structured clinical\nin responding to health workforce needs.\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- This is called an ‘eligible data breach’\nunder the Notifiable Data Breaches Scheme.\n• 7 complaints following an assessment,\nup from 3 in the previous year The Notifiable Data Breaches Scheme’s main purpose\n• 4 complaints after we made preliminary inquiries, is to ‘ensure individuals are notified if their personal\nup from 2 in the previous year information is involved in a data breach that is likely\n• 1 complaint as a result of a conciliation to result in serious harm’.36 At an individual level, the\nscheme ensures people are informed about a data\n• 1 complaint following an early resolution transfer\nbreach that affects them so they can take action to\n• 1 complaint following an investigation.\nreduce problems or harms from the breach.\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- Of the finalised applications, 81% Each person’s concerns were fully considered and\nwere concluded within 60 days of receipt (13 responded to by a senior member of staff.\nout of 16 applications), and all applications\nIdentifying and actioning opportunities\nwere concluded within 90 days of receipt.\nfor improvement\nThe outcome of these applications for an internal\nWe identified valuable opportunities for improvement\nreview was that the original complaint remained\nand for better supporting our staff based on feedback\nclosed, with no change to the original decision.\nwe received about our service delivery during 2024–\nAll applicants received a detailed letter explaining\n25.\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n\n### Role and Functions\n\n- In 2023–24 these enquiries generally related to:\nIn 2023–24 our office began work on an engagement\nplan and targeted campaign to raise awareness about • health services (486, down from 498 in 2022–23),\nour new functions related to accreditation complaints. of which most related to concerns about the\nThe awareness campaign will communicate with our safety and quality of care (171), fees and\ntarget audience about our new role, including how rebates (130), access to or transfer of records\nwe can assist overseas-qualified practitioners seeking (71) and service refusal or delay (69)\nregistration in Australia, and those affected by the • the health, conduct or performance of a\naccreditation of programs of study that lead to an registered health practitioner (343, down\neligible qualification for registration in Australia. from 458 in 2022–23)\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- [pages 90,91,92,93,94,95]\ntiatives has the potential to\nProfessions’ Accreditation Collaborative Forum benefit the National Scheme as a whole.\n• documentation about the roles and responsibilities\nof accreditation entities, such as accreditation\nagreements between Ahpra and accreditation\nentities, the quality framework developed for\nthe accreditation function, and the good practice\nguidelines issued by the Boards about complaint-\nhandling and accreditation processes\n• the reports and outcomes of recent relevant reviews\nincluding, for example, Deloitte’s external review\nof the specialist medical colleges’ performance\nconducted in 2017\n• applicable complaint-handling standards and guides\n• submissions from, and consultations with, any\ninterested organisations and members of the\ncommunity.\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- [Page 6]\nContents\nOur year in numbers i\nLetter of transmittal ii\nOmbudsman and Commissioner’s message iii\nOur purpose 1\nOur values 2\nWhat we do: creating positive change 3\nMeet the Ombudsman and Commissioner 4\nA plan to champion fairness 5\nAbout our team 6\nAbout our data 8\nOur complaint-handling service in numbers 13\nAssisting people who approach our office 14\nResponding to COVID-19 16\nOmbudsman complaints 19\nDelay-related issues 20\nWho complaints were about 24\nWhere complaints came from 25\nResolving complaints quickly 26\nInvestigation outcomes 31\nNotification-related complaints 33\nWho notification-related complaints were about 34\nWhere notification-related complaints came from 35\nCommon notification-related issues 36\nOutcomes of notification-related complaints 37\nImproving the health practitioner experience 38\nProcedural fairness for practitioners 40\nExplaining a decision or action 41\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- [Page 39]\nNew accreditation powers Increase in privacy-related\nAs explained previously, health ministers decided matters\nin February 2020 to extend our office’s role to\nThis financial year we focused on providing staff\n‘accept appeals from certain decisions made by\ntraining and improved communications about our\naccreditation entities’.14 The Ombudsman and\nprivacy-related functions through collaboration\nCommissioner’s role will be expanded to include:\nwith Ahpra and its staff.\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- [pages 76,77,78,79]\nfunctions\n• Developing accreditation standards\n• Assessing programs of study and education\nAustralian\nDental providers against the standards\nDental Council\n• Assessing overseas-qualified practitioners\n• Advising the Board on accreditation functions\n• Developing accreditation standards\n• Assessing programs of study and education\nproviders against the standards\nMedical Australian Medical Council\n• Assessing overseas assessing authorities\n• Assessing overseas-qualified practitioners\n• Advising the Board on accreditation functions\n• Developing accreditation standards\nAustralian Nursing and\n• Assessing programs of study and education\nNursing and midwifery Midwifery Accreditation\nproviders against the standards\nCouncil\n• Advising the Board on accreditation functions\n74 NHPO annual report 2023–24\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- In 2024–25 we effectively responded to\na significant increase in complaints, finalising a record My office’s role in ensuring\n981 Ombudsman complaints (up from 660 complaints\ndecision-making processes\nin 2023–24).\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n\n### Strategic Priorities\n\n- In its report and recommendations, the committee\nAhpra’s service charter\nagreed that our suggestion for a service charter\nOur office made suggestions for improvement, should be ‘progressed as a priority’ and that the service\nparticularly during 2020–21 and 2021–22, about the charter should outline ‘when and how updates will be\nimportance of Ahpra outlining realistic expectations provided to parties during the notifications process’.9\nfor notifiers and practitioners regarding communication\nIn April 2022 Ahpra published its updated service\nand timeliness.\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- The committee recommends that proposed reforms\nour website to the National Law to regulate the use of the\ntitle ‘surgeon’ undergo broad consultation and be\nHow many people\n11,074 12,470 23,842 progressed as a priority by the Ministerial Council.\nwere new visitors\n2.\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- These circumstances give impetus to ensuring\nProcesses for Progress review\nspecialist medical training site accreditation\nIn November 2023 we published part 1 of our\nprocesses are people-centred, transparent,\nProcesses for Progress review: A roadmap for\nfair, responsive and accountable.\ngreater transparency and accountability in specialist\nThe part 1 report outlines the review’s findings\nmedical training site accreditation.\non key processes for specialist medical training\nHealth Ministers commissioned our office to\nsite accreditation in relation to 5 priority areas\nundertake a review of the complaints and appeals\nfor improvement:\nprocesses of accreditation authorities and specialist\n• enhancing accountability and transparency\nmedical colleges.\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- These included:\naccreditation for improvements in 5 priority areas:\n• the AMC and the Health Workforce Taskforce’s\n• enhancing accountability and transparency joint forum in August 2024, which brought together\nin accreditation standards more than 150 stakeholders to help develop a\nframework to manage concerns and complaints\n• ensuring fairness and transparency in\nabout accredited specialist medical training sites\naccreditation processes and assessments\n• the AMC and specialist medical colleges’ joint\n• clarifying and strengthening monitoring\ndevelopment of model standards and procedures\nprocesses for accredited training sites\nfor college accreditation of training settings.\n• developing an appropriate framework for:\n– assessing and managing concerns about The Ombudsman also attended the National Doctors\naccredited training sites Health and Wellbeing Leadership Alliance Psychosocial\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- Our Ombudsman complaint handling service in numbers\nRead our annual report 2022-23\nWe finalised\n657\ncomplaints\n393\nat assessment, down from 590 in 2021-22\n132\nthrough early resolution transfers, up from 106 in 2021-22\n101\nthrough preliminary inquiries, up from 92 in 2021-22\n31\nthrough investigation, down from 93 in 2021-22\nStrategic direction\nOur strategic plan has four focus areas:\ninfluencing systemic improvements\nengaging and communicating\nbuilding capacity\nenhancing accountability.\n Source: `pages/annual-reports-index__05.html (https://www.nhpo.gov.au/annual-report-2022-23)`\n- Find out more about our strategic direction\nOur Ombudsman complaint handling service in numbers\nRead our annual report 2021-22\nWe finalised\n881\ncomplaints, up 62 per cent from 2020-21\n590\nat assessment up from 223 in 2020-21\n106\nthrough early resolution transfers, down from 112 in 2020-21\n92\nthrough preliminary inquiries, up from 91 in 2020-21\n93\nthrough investigation, down from 118 in 2020-21\nOmbudsman complaints\nThis financial year our office received 823 complaints to the Ombudsman.\n Source: `pages/annual-reports-index__07.html (https://www.nhpo.gov.au/annual-report-2021-22)`\n- In 2023–24 these enquiries generally related to:\nIn 2023–24 our office began work on an engagement\nplan and targeted campaign to raise awareness about • health services (486, down from 498 in 2022–23),\nour new functions related to accreditation complaints. of which most related to concerns about the\nThe awareness campaign will communicate with our safety and quality of care (171), fees and\ntarget audience about our new role, including how rebates (130), access to or transfer of records\nwe can assist overseas-qualified practitioners seeking (71) and service refusal or delay (69)\nregistration in Australia, and those affected by the • the health, conduct or performance of a\naccreditation of programs of study that lead to an registered health practitioner (343, down\neligible qualification for registration in Australia. from 458 in 2022–23)\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- The change was announced on the Psychiatrists (9)\nAMC’s website on 25 April 2024. • Royal Australian and New Zealand College of\nRadiologists (4)\nOur office was contacted by 20 complainants\n(including 2 anonymous complainants) who had • Royal Australian College of General Practitioners (4)\nsat the clinical exam in February or March 2024 • Royal Australasian College of Physicians (4)\nand had not achieved the pass requirement at that • College of Intensive Care Medicine of Australia\ntime (10 stations).\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- This is called an ‘eligible data breach’\nunder the Notifiable Data Breaches Scheme.\n• 7 complaints following an assessment,\nup from 3 in the previous year The Notifiable Data Breaches Scheme’s main purpose\n• 4 complaints after we made preliminary inquiries, is to ‘ensure individuals are notified if their personal\nup from 2 in the previous year information is involved in a data breach that is likely\n• 1 complaint as a result of a conciliation to result in serious harm’.36 At an individual level, the\nscheme ensures people are informed about a data\n• 1 complaint following an early resolution transfer\nbreach that affects them so they can take action to\n• 1 complaint following an investigation.\nreduce problems or harms from the breach.\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- Figure 2: Experience-related issues recorded in 2024–25, with a focus on the impact of Ahpra’s new operating\nsystem on experience issues from March 2025, particularly in relation to the nursing and midwifery professions\n300\n250\n200\n150\n100\n50\n0\nTotal experience issues Nursing and midwifery experience issues\nIn response to practitioners’ growing need for This led to our office facilitating more early\nsupport, Ahpra increased staff numbers in its resolution transfers (59 transfers across May\nCustomer Service team and extended its support and June 2025 compared with 23 transfers\nhours.⁶ Ahpra also updated public-facing information across May and June 2024), representing 36%\nwith extra guidance and issued news releases of all early resolution transfers made in 2024–25.\ndirectly addressing the concerns being raised.\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- The change was announced on the Psychiatrists (9)\nAMC’s website on 25 April 2024. • Royal Australian and New Zealand College of\nRadiologists (4)\nOur office was contacted by 20 complainants\n(including 2 anonymous complainants) who had • Royal Australian College of General Practitioners (4)\nsat the clinical exam in February or March 2024 • Royal Australasian College of Physicians (4)\nand had not achieved the pass requirement at that • College of Intensive Care Medicine of Australia\ntime (10 stations).\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- [pages 53,54,55]\nlevant National Board\nbefore it made a decision\n• an appropriate systemic improvement was\n• how Ahpra assesses risk when a practitioner’s\nconfirmed to be in development or achieved\nidentity is unknown\nas a result of our investigation (10 outcomes)\n• the ways in which Ahpra manages complaints about\n• our office provided feedback to Ahpra about\nthe handling of notifications, such as forwarding\ntheir handling of the notification that prompted\ncomplaints-related correspondence when staff\nthe complaint (7 outcomes).\nare on leave and how Ahpra’s Complaints team\nTwo of the investigations we finalised this year describes the information National Boards\nresulted in the Ombudsman issuing formal consider before making decisions on notifications.\ncomments to Ahpra’s CEO (refer to ‘Darren’s story’).\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- In 2023–24 these enquiries generally related to:\nIn 2023–24 our office began work on an engagement\nplan and targeted campaign to raise awareness about • health services (486, down from 498 in 2022–23),\nour new functions related to accreditation complaints. of which most related to concerns about the\nThe awareness campaign will communicate with our safety and quality of care (171), fees and\ntarget audience about our new role, including how rebates (130), access to or transfer of records\nwe can assist overseas-qualified practitioners seeking (71) and service refusal or delay (69)\nregistration in Australia, and those affected by the • the health, conduct or performance of a\naccreditation of programs of study that lead to an registered health practitioner (343, down\neligible qualification for registration in Australia. from 458 in 2022–23)\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- This is called an ‘eligible data breach’\nunder the Notifiable Data Breaches Scheme.\n• 7 complaints following an assessment,\nup from 3 in the previous year The Notifiable Data Breaches Scheme’s main purpose\n• 4 complaints after we made preliminary inquiries, is to ‘ensure individuals are notified if their personal\nup from 2 in the previous year information is involved in a data breach that is likely\n• 1 complaint as a result of a conciliation to result in serious harm’.36 At an individual level, the\nscheme ensures people are informed about a data\n• 1 complaint following an early resolution transfer\nbreach that affects them so they can take action to\n• 1 complaint following an investigation.\nreduce problems or harms from the breach.\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- Table 4: Summary of outcomes on complaints finalised with investigation, by outcome type, 2024–25\nTotal outcomes\nfollowing an\nType of outcome investigation\nFurther explanation was provided to the complainant 19\nFeedback was provided by our office to the organisation 11\nA systemic improvement was in development or was achieved 10\nThe organisation agreed to change a policy or process 6\nWe issued formal comments or suggestions to the organisation 2\nAn apology or acknowledgement was provided by the organisation 2\nFees were waived, reduced or refunded by the organisation 1\nThe organisation changed its decision or reasons 1\nThe organisation agreed to reconsider the matter complained about 1\nThe organisation agreed to provide feedback to its staff or provide staff with further training 1\nThe complaint was withdrawn after our investigation commenced 1\nTotal 55\n49\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- [pages 49,50,51]\ntion, by outcome type, 2024–25\nTotal outcomes\nfollowing an\nType of outcome investigation\nFurther explanation was provided to the complainant 19\nFeedback was provided by our office to the organisation 11\nA systemic improvement was in development or was achieved 10\nThe organisation agreed to change a policy or process 6\nWe issued formal comments or suggestions to the organisation 2\nAn apology or acknowledgement was provided by the organisation 2\nFees were waived, reduced or refunded by the organisation 1\nThe organisation changed its decision or reasons 1\nThe organisation agreed to reconsider the matter complained about 1\nThe organisation agreed to provide feedback to its staff or provide staff with further training 1\nThe complaint was withdrawn after our investigation commenced 1\nTotal 55\n49\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- /sites/default/files/styles/featured_extra_small_high_resolution/public/2023-11/iStock-516213626.jpg?itok=73F8Tcwj\n/sites/default/files/styles/featured_extra_small_portrait_high_resolution/public/2023-11/iStock-516213626.jpg?itok=KSFvf9w0\nAnnual report 2022-23\nLearn more about how we achieved fair and positive change in the regulation of registered health practitioners in 2022-23\nRead our annual report now\nOur year in numbers\nRead our annual report (PDF)\nOur work this financial year\n1,884\nreceived approaches\n663\ncomplaints to the Ombudsman received\n1,183\nenquiries received\n22\nFOI matters received\nOmbudsman and Commissioner's message\nThe expansion of my office’s powers regarding accreditation organisations in the National Registration and Accreditation Scheme was a watershed moment this financial year.\n Source: `pages/annual-reports-index__05.html (https://www.nhpo.gov.au/annual-report-2022-23)`\n- /sites/default/files/styles/featured_extra_small_high_resolution/public/2022-10/2022-09-14%20-%20Image%20-%20Annual%20report%202021-22%20cover%20image%20-%20iStock-1327323911.jpg?itok=ZdDI8hE8\n/sites/default/files/styles/featured_extra_small_portrait_high_resolution/public/2022-10/2022-09-14%20-%20Image%20-%20Annual%20report%202021-22%20cover%20image%20-%20iStock-1327323911.jpg?itok=Qf-OGPTz\nAnnual report 2021-22\nLearn more about how we achieved fair and positive change in the regulation of registered health practitioners in 2021-22\nRead the annual report now (PDF)\nOur year in numbers\nRead our annual report (PDF)\nOur work this financial year\n1,593\nreceived approaches\n823\ncomplaints to the Ombudsman received\n731\nenquiries received\n18\nFOI matters received\nOmbudsman and Commissioner's message\nThis financial year was again dominated by ongoing challenges stemming from the COVID-19 pandemic.\n Source: `pages/annual-reports-index__07.html (https://www.nhpo.gov.au/annual-report-2021-22)`\n- /sites/default/files/styles/featured_extra_small_portrait_high_resolution/public/2021-11/iStock-1300505874.jpg?itok=drVfrqrk\nAnnual report 2020-21\nLearn more about how we achieved fair and positive change in the regulation of registered health practitioners in 2020-21\nRead the annual report now (PDF)\nOur year in numbers\nRead our annual report (PDF)\nOur work this financial year\n965\nreceived approaches\n580\ncomplaints to the Ombudsman received\n365\nenquiries received\n16\nFOI matters received\nOmbudsman and Commissioner's message\nThe coronavirus (COVID-19) pandemic continued to have a profound effect on our professional and personal lives this financial year.\n Source: `pages/annual-reports-index__09.html (https://www.nhpo.gov.au/annual-report-2020-21)`\n- /sites/default/files/styles/featured_extra_small_high_resolution/public/2020-11/Annual%20report%20homepage.png?itok=GgV59dyC\n/sites/default/files/styles/featured_extra_small_portrait_high_resolution/public/2020-11/Annual%20report%20homepage.png?itok=5BY9XHvA\nAnnual report 2019-20\nLearn more about how we achieved fair and positive change in the regulation of registered health practitioners in 2019-20\nRead the annual report now (PDF)\nOur year in numbers\nRead our annual report (PDF)\nOur annual report 2019-20\n987\napproaches received\n595\ncomplaints received\n568\ncomplaints finalised\n131\ninvestigations finalised\nOmbudsman and Commissioner’s message\nThe COVID-19 health emergency has affected Australians on every level in the 2019–20 financial year.\n Source: `pages/annual-reports-index__11.html (https://www.nhpo.gov.au/NHPO-annual-report-2019-20)`\n- Revenue\nIncome received $1,500,000\nTotal revenue $1,500,000\nExpenditure\nSalaries $542,457\nSalary on-costs $73,956\nSupplies and consumables $184,257\nIndirect expenses (includes depreciation and LSL) $33,051\nTotal expenditure $833,721\n1 As a result of improved recordkeeping practices implemented by the office during 2015�16, there have been minor amendments to the complaints data reported for 2014�15.\n Source: `pages/annual-reports-index__19.html (https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2015-16.doc)`\n- In several cases, when Ahpra\nAcross the 196 registration-related complaints\nwas made aware of the delay as part of our office’s\nwe received in 2020–21, we recorded 103 issues\nearly resolution transfer process,6 the complainant\nabout delay.\nwas offered an apology and was connected with\nIssues about delay were commonly raised in relation\nAhpra staff to discuss and progress their matter.\nto new applications for registration (33, 32 per\nWhile delay continues to be a problem that needs\ncent), applications for a review of conditions on\nimproving, there are two significant changes this\na practitioner’s registration (11, 11 per cent) and\nfinancial year that could reduce delay in the future:\napplications for registration made by graduates\n(10, 10 per cent). • a new framework for efficiently dealing with\nlow-risk notifications\nIssues about registration delay were more commonly\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- Table 7: Investigation outcomes of complaints, 2020–21\nInvestigation outcome Number of outcomes\nFurther explanation provided by our office 98\nFormal comments or suggestions issued to Ahpra 11\nApology or acknowledgement provided by Ahpra or the Board 8\nMatter reconsidered by Ahpra or the Board 7\nStaff training or feedback provided to Ahpra or Board staff 6\nOther outcome 4\nMatter withdrawn after investigation commenced 3\nAhpra or a Board agreed to release additional information to the complainant 2\nPositive feedback provided to Ahpra 2\nUndertaking made by Ahpra or a Board to change policy or process 2\nAhpra or a Board agreed to assess new material 1\nAppropriate systemic improvement in development or achieved 1\nChanges made to Ahpra or the Board’s decision or reasons 1\nFacilitated meeting between Ahpra or the Board and the complainant 1\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- [pages 39,40,41,42]\nsuggestions issued to Ahpra 11\nApology or acknowledgement provided by Ahpra or the Board 8\nMatter reconsidered by Ahpra or the Board 7\nStaff training or feedback provided to Ahpra or Board staff 6\nOther outcome 4\nMatter withdrawn after investigation commenced 3\nAhpra or a Board agreed to release additional information to the complainant 2\nPositive feedback provided to Ahpra 2\nUndertaking made by Ahpra or a Board to change policy or process 2\nAhpra or a Board agreed to assess new material 1\nAppropriate systemic improvement in development or achieved 1\nChanges made to Ahpra or the Board’s decision or reasons 1\nFacilitated meeting between Ahpra or the Board and the complainant 1\nUpdates made to Ahpra’s or the Board’s public information 1\nFurther explanation provided by Ahpra or the Board 1\n31\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| $1,500,000\n, $542,457\n, $73,956\n, $184,257\n, $33,051 | Revenue\nIncome received $1,500,000\nTotal revenue $1,500,000\nExpenditure\nSalaries $542,457\nSalary on-costs $73,956\nSupplies and consumables $184,257\nIndirect expenses (includes depreciation and LSL) $33,051\nTotal expenditure $833,721\n1 As a result of improved recordkeeping practices implemented by the office during 2015�16, there have been minor amendments to the complaints data reported for 2014�15. | `pages/annual-reports-index__19.html (https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2015-16.doc)` |\n| $1.5 million, 1.5 million | Financial information 2014�15\nFunding arrangements\nFollowing an independent review of the office in 2014, the Australian Health Ministers� Advisory Council agreed to provide funding of $1.5 million a year for the National Health Practitioner Ombudsman and Privacy Commissioner office to employ sufficient staff to manage its statutory and operational requirements in an effective and efficient way. | `pages/annual-reports-index__21.html (https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2014-15.doc)` |\n| $456,000\n, $3,035,000\n, $2,012,305\n, $309,694\n, $754,302\n, $12,066 | Retained earnings balance at 1 July 202338 $456,000\n2023–24 revenue (invoices raised to Ahpra) $3,035,000\nExpenditure for 2023–24\nSalaries $2,012,305\nSalary on-costs $309,694\nSupplies and consumables $754,302\nIndirect expenses (includes depreciation and long service leave) $12,066\nTotal expenditure $3,088,367\nBalance at 30 June 2024 $402,633\n38 At the end of each financial year, we retain any unspent funds to invest in longer term projects. | `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)` |\n| $402,633\n, $3,200,000\n, $2,218,026\n, $341,355\n, $649,031\n, $67,307 | Retained earnings balance at 1 July 202469 $402,633\n2024–25 revenue (invoices raised to Ahpra) $3,200,000\nExpenditure for 2024–25\nSalaries $2,218,026\nSalary on-costs $341,355\nSupplies and consumables $649,031\nIndirect expenses (includes depreciation and long service leave) $67,307\nTotal expenditure $3,275,720\nBalance at 30 June 2025 $326,913\n69 At the end of each financial year, we retain any unspent funds to invest in longer term projects. | `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)` |\n| $344,000\n, $2,640,000\n, $1,771,441\n, $272,625\n, $437,933\n, $57,251 | Retained earnings balance 1 July 2021\n[8]\n$344,000\n2021–22 revenue (invoices raised to Ahpra)\n$2,640,000\nExpenditure for 2020–21\nSalaries\n$1,771,441\nSalary on-costs\n$272,625\nSupplies and consumables\n$437,933\nIndirect expenses (includes depreciation and long service leave)\n$57,251\nTotal expenditure\n$2,539,250\nBalance as at 30 June 2022\n$444,750\nFootnotes\n[1]\nThis estimate was gathered based on a keyword search of enquiries received in 2021–22 wher | `pages/annual-reports-index__07.html (https://www.nhpo.gov.au/annual-report-2021-22)` |\n| $1,895,525\n, $600,000\n, $2,495,525\n, $616,270\n, $87,606\n, $210,723 | Revenue\nRetained earnings balance $1,895,525\nIncome received $600,000\nTotal revenue $2,495,525\nExpenditure\nSalaries $616,270\nSalary on-costs $87,606\nSupplies and consumables $210,723\nIndirect expenses (includes depreciation and LSL) $64,936\nTotal expenditure $979,536\n\u0003 | `pages/annual-reports-index__17.html (https://www.nhpo.gov.au/sites/default/files/2020-08/Annual-Report-2016-17.doc)` |\n| $1,500,000\n, $495,684\n, $46,024\n, $170,353\n, $26,395 | Revenue\nIncome received $1,500,000\nTotal revenue $1,500,000\nExpenditure\nSalaries $495,684\nSalary on-costs $46,024\nSupplies and Consumables $170,353\nIndirect expenses (includes depreciation and LSL) $26,395\nTotal expenditure $738,455 | `pages/annual-reports-index__21.html (https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2014-15.doc)` |\n| $593,229\n, $2,570,000\n, $1,633,325\n, $251,369\n, $849,941\n, $84,722 | Retained earnings balance 1 July 2020 $593,229\n2021–21 revenue (invoices raised to Ahpra) $2,570,000\nExpenditure for 2020–21\nSalaries $1,633,325\nSalary on-costs $251,369\nSupplies and consumables $849,941\nIndirect expenses (includes depreciation and long service leave) $84,722\nTotal expenditure $2,819,357\nBalance as at 30 June 2021 $343,872\n83 | `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)` |\n| $344,000\n, $2,640,000\n, $1,771,441\n, $272,625\n, $437,933\n, $57,251 | Retained earnings balance 1 July 202148 $344,000\n2021–22 revenue (invoices raised to Ahpra) $2,640,000\nExpenditure for 2020–21\nSalaries $1,771,441\nSalary on-costs $272,625\nSupplies and consumables $437,933\nIndirect expenses (includes depreciation and long service leave) $57,251\nTotal expenditure $2,539,250\nBalance as at 30 June 2022 $444,750\n48 At the end of each financial year, we hold onto any unspent funds to invest in longer term projects. | `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)` |\n| $445,000\n, $2,890,000\n, $1,952,978\n, $325,783\n, $580,626\n, $19,232 | Retained earnings balance 1 July 202234 $445,000\n2022–23 revenue (invoices raised to Ahpra) $2,890,000\nExpenditure for 2022–23\nSalaries $1,952,978\nSalary on-costs $325,783\nSupplies and consumables $580,626\nIndirect expenses (includes depreciation and long service leave) $19,232\nTotal expenditure $2,878,619\nBalance as of 30 June 2023 $456,381\n34 At the end of each financial year, we hold onto any unspent funds to invest in longer term projects. | `other-pdfs/NHPO-20Annual-20Report-202022-23.pdf (https://www.nhpo.gov.au/sites/default/files/2023-11/NHPO%20Annual%20Report%202022-23.pdf)` |\n| 11 per cent, 10 per cent | In several cases, when Ahpra\nAcross the 196 registration-related complaints\nwas made aware of the delay as part of our office’s\nwe received in 2020–21, we recorded 103 issues\nearly resolution transfer process,6 the complainant\nabout delay.\nwas offered an apology and was connected with\nIssues about delay were commonly raised in relation\nAhpra staff to discuss and progress their matter.\nto new applications for registration (33, 32 per\nWhile delay c | `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)` |\n| 55 per cent, 13 per cent | We found that other causes of delay\nwere mostly recorded in relation to active notifications appeared to be:\n(60; 55 per cent of all notification-related delay issues),\n• staff changes and delays in reallocating matters\nnotifications that had been finalised where the Board\n• seeking and awaiting information from external\nhad decided to take no further action (19; 17 per\norganisations such as police or other bodies\ncent) and notifications where im | `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)` |\n| $5, 0% | hޤXKo\u001b7\u0010�Oᱽ�$g�!� ���Ha�5b�\u001cCP\u001b�1�Z���o;��vm�J��\u0010fL��7o.\u0015KE�],59\b�v9���B(B\u0014\u00172\bQ]\f��z��(\u0004\u000b�\u001c\u0013�A�B�\u0003\"!�a,B$�I���� �P��KUT��2�T�.�(Dp��(DW�\u001e�+$�\u0001]E\u0001\n�\u0005πLe�����I��� &W�9D�F�\u0002xً�)ҽ�\u0002�[\u0011�J�\u001eх��#c$5��\u000b�\u000eG� T>Ơ�\\|�Q��\u0007�Q����\f�5S�Q�A`�Z$.��^q��}��3\u0007���\u001cl����\u00023G\u0010\\�\u0003�\b�$MU\f\u0002��\u0005�؂���J\u0016$�E\"�$�jP�=V��؇����\u0013�\\�>�\u0003��*�!ۓ�\u00103j�BZ\b]%0%J\u0013�\u0002��\nS��r�it�gJ\u0002Q9y\u00104jYJ)�fv��J��\u0001D��?\u0001���\u0005�\nFf\f�\u001aɌ�Y02c$�\u00071FVY6�E�\u0016b\fR\u000bH�U-��\u0002R4b��\u0016pp�r�5\nRfL1��\u0018C���x�\u001eD_ L�^t�\u0004��\u0005�\u0005&��4��G� v | `pages/annual-reports-index__02.html (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)` |\n| $5, 1% | h��XKo$E\f��\u0011N�e��*i�Ҳ\u0007@�B\u0011�\u001bD����J!�� �?\u000f�ѕ��d\u001eݹ!.5�.~���%KKC*�\u000e����3\u001b\u0001)K1\u0002\u0013 \u0018Q\u00124祄ř�qpfI��Y_71�%���\"�\u0019���\n��$hp}��oJ���4JU�����\u0004���\\NMyp;�1gT\u001c\f�RR�R�\u0001���\nf\u0018\f��-\u001bU�R%JQ�\u0005�Q���Q�2�cU\u0007g��:��]V\u001d\u0002&/�\u000e\u0011��UGE��UG\u0015��UG#ߥ�V8�J�K\u0011�4nJդ�Ĩ�T1,\fJUC(\fL�R�T1��\u0005 ��\u000e�P\u001dX\u001c�:Э\u0007�Q\u0006G����P\u001d�\n���\u0006ChH�5t��\n\\�\u000f\n'\b\u0019V݂�RPu�f�@��\\�.8x�5�h��TK\b\u001e�2$DK6�iHd�\u0002 9���J���$5�\u0011ZJR�>�?��\b���\u0002-2l�\u0005\u000bSĔ���#n��n\u0015AԎR\u0018��2��#t\u0003=�iDϠ�V�YjU_l\u0001+�b\u0005��I�<��\u000b{�Y��#d\u0006�U\n\u0012؉� �\u001bz\u0011\u0006�Qꏷ����V�������� | `pages/annual-reports-index__08.html (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)` |\n| $5, 0% | hޔVˎ$5\u0010�\u0015�A;_vZZ�嶗\u0011pC\b!!q\\���\u001b��0%Zmʗ��DED9�9Ӷl��l�l���\u001bu�a5\u0012�0z�a1P�5b��\n��d�AJ�j���`�\u0015\u0003����m(� m�Й�&�δ6g���9鳹'�ےP�X�,�z�Pv���CΘFh�`Z!�ڈ4��0��\\|4�\\|=�H�'\u0017��%7R��.Ģ\u0014I-xh�@�tFV\u000b\u001e�Co��2�\u0005�:&�hdL\u000b\u001e3sZ�3^�&\u001e\u0019\u001d��H\u001a\u0013<\u001c*���x\nL�X�c�Gf׻5��\u000b��4Se6&N�c��]����\u000ffd����P!\u0014,�DŽ�EB\u000f/��G�P =���T��ir�a+��\u0018�.xI\u001ef1�c�\n�cR���15��0{\u000f=��[�1\n<>=�� {\\|�\u0015��x�e�po?=��B���Ϗ\u001f�����O_�����w\u000e\u0017Ŋ��G�\\{�Oa� �_~\\|��\u001e�=�{X^��\u00044�@�7\u0012��#š\u0013\u000e\u0017��p(9v�N/ʭv�\u001d}\u000ep�=l{X����/ ��'�I;��9i�gqN��ڝq��_A� | `pages/annual-reports-index__10.html (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)` |\n| $1, 4%, 5% | hޜX�o\u001b7\fޟ���%\u0016I���\"@�aؐb\u000b��uA�AV ���\u0005�~\u001b)J��>ߝ�\u0010�����G��K���w!��\b�wv���•\b�\u001d\u0014R\u0001\u001cFP\u0001\u001d��\u00029\nU'8*j��Ԝم�*$\u0017��g\u0017s5/�A���c�� \\��%Rω\\J�'\u0005�QC��`\u0014�]1��JR�);�P�\u0004�\u000fj�\u00055x5���\u0006\u0019\u001d���$RP�\u001cD*j��&\\-�A��4�T�g�\u0011}�$�r\u0011b�\u0018\f�H\f�ܣ�\\� g��Z\u0014���ZH\fˢH�\u0002�Bb�T��COU���\u0014��\u000eA�\u0011I�G�\u0013�Q��\u0002\b)�� ��\u0017)J�J�\u001b;d��>�$�$1���B\u0004�\u0018D\u0002������L�����p�Ra\u0001�\u000b\u0012�D�+��{�\u0001,�2�R�Yc�2\u0001j\f!���@/R�\u0018\b�h��\u0011E*�T\u001a���J'QT\u0004�URӸ��f\u001a\u0017%F���Ĉ�qQbh�\u0004&���}�4�*��4%T/RFJ�\u000bI�Z\u000f�\u0006'�R�����\u0002���/\u000b�T̋�վb%[�I%qAO�$\nIc\u0004��������� | `pages/annual-reports-index__10.html (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)` |\n| $1m | hޜX͊^7\f��xٮF�e[�\u0010H\u0003���\u000eMwm\u0019�&�B�d�B��m�$�0a2��w\u0016�����#KG�ˣ�D)��Se��it�?R�\u0002��W3rb�O�S!7J*h\u000fC��fFM��MKU\f����7�Z�6#u�7�R�aFN�=wN����d\u000f0$e*�Q�{Rǡ�\\�\u0019@��ˎ\u000f��\u001dz,�zS����f\f�\u0019\u0014�V�P�j3���9��Cs\u000e\u0005Gw\u000e\u0005L��>�z;�X�A���\u001b\b\u000fy�\u0013�A�\n�f�C\u0012s6\u0018bɬ��%.U��\bm��\"T,�{\u0019�k�N \u001c��Yxl�\u000b,�t�\u0012\u00168:xa�C��\u000e�6�\n��\u001d�G�4,E��=�\u0001�ܠL�d�\u0002+�2r�C�����\u000b���%�\"���\"�\u00152_�Y �P�l�d5i\u0018\u001b�K+���ѳq08�����Ű�\u0015u\u000e\u0006Ǩ�ː���j��{�Кs����n$1m�IE�\n�J��6��I�gVIR-tT���>\u0017�,;��x\u001d\u000b�^�\u001d84{;ph�v�5Rd�$�� aX�\u001f�����\u0004V�\b!�\b�cQ\u0017< | `pages/annual-reports-index__10.html (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)` |\n| 14%, 22% | /sites/default/files/styles/featured_extra_small_high_resolution/public/2022-10/2022-09-14%20-%20Image%20-%20Annual%20report%202021-22%20cover%20image%20-%20iStock-1327323911.jpg?itok=ZdDI8hE8\n/sites/default/files/styles/featured_extra_small_portrait_high_resolution/public/2022-10/2022-09-14%20-%20Image%20-%20Annual%20report%202021-22%20cover%20image%20-%20iStock-1327323911.jpg?itok=Qf-OGPTz\nAnnual report 2021-22\nLearn more about how we achieved | `pages/annual-reports-index__07.html (https://www.nhpo.gov.au/annual-report-2021-22)` |\n| $1,500,000\n, $542,457\n, $73,956\n, $184,257\n, $33,051 | Revenue\nIncome received $1,500,000\nTotal revenue $1,500,000\nExpenditure\nSalaries $542,457\nSalary on-costs $73,956\nSupplies and consumables $184,257\nIndirect expenses (includes depreciation and LSL) $33,051\nTotal expenditure $833,721\n1 As a result of improved recordkeeping practices implemented by the office during 2015�16, there have been minor amendments to the complaints data reported for 2014�15. | `pages/annual-reports-index__19.html (https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2015-16.doc)` |\n| 11 per cent, 10 per cent | In several cases, when Ahpra\nAcross the 196 registration-related complaints\nwas made aware of the delay as part of our office’s\nwe received in 2020–21, we recorded 103 issues\nearly resolution transfer process,6 the complainant\nabout delay.\nwas offered an apology and was connected with\nIssues about delay were commonly raised in relation\nAhpra staff to discuss and progress their matter.\nto new applications for registration (33, 32 per\nWhile delay c | `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)` |\n\n## Key Achievements\n\n- This was a decrease in applications from 2023–24,\n• conducted compliance checks and updated\nwhen we received 26 applications.\nfirst aid resources\n• completed an office audit on physical hazards The applications for internal review in 2024–25 came\nand implemented corrective actions from 11 complainants.\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- [Page 2]\nFrom the Ombudsman and Commissioner:\nHighlights of our impact\nFairness and transparency in Processes for Progress in Enhancing internal processes\nregistration fees accreditation\nOver the past 6 months, my office has sought\nOn 27 November 2025, my office published On 5 September 2025, I shared our Processes to more proactively identify potential\nthe findings and suggestions for improvement for Progress Review’s Part 2 Consultation psychosocial hazards in the workplace.\n Source: `annual-reports/2025.pdf (https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf)`\n- Revenue\nIncome received $1,500,000\nTotal revenue $1,500,000\nExpenditure\nSalaries $542,457\nSalary on-costs $73,956\nSupplies and consumables $184,257\nIndirect expenses (includes depreciation and LSL) $33,051\nTotal expenditure $833,721\n1 As a result of improved recordkeeping practices implemented by the office during 2015�16, there have been minor amendments to the complaints data reported for 2014�15.\n Source: `pages/annual-reports-index__19.html (https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2015-16.doc)`\n- In several cases, when Ahpra\nAcross the 196 registration-related complaints\nwas made aware of the delay as part of our office’s\nwe received in 2020–21, we recorded 103 issues\nearly resolution transfer process,6 the complainant\nabout delay.\nwas offered an apology and was connected with\nIssues about delay were commonly raised in relation\nAhpra staff to discuss and progress their matter.\nto new applications for registration (33, 32 per\nWhile delay continues to be a problem that needs\ncent), applications for a review of conditions on\nimproving, there are two significant changes this\na practitioner’s registration (11, 11 per cent) and\nfinancial year that could reduce delay in the future:\napplications for registration made by graduates\n(10, 10 per cent). • a new framework for efficiently dealing with\nlow-risk notifications\nIssues about registration delay were more commonly\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- The review found Ahpra’s\nmake a notification.\ncurrent approach offers reasonable safeguards for\nnotifiers, but the Ombudsman and Commissioner\nIt’s essential that people feel safe\noffered 10 recommendations for further improvement.\nto notify Ahpra and the Boards\nOn 27 May 2021 Ahpra and the Boards announced\nif they are concerned that a\nthat all the Ombudsman and Commissioner’s\nrecommendations have been implemented or practitioner’s health, conduct or\nare currently being implemented. performance is putting the public\nSeveral significant areas of progress include Ahpra at risk.\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- [Page 38]\nReview’s progress We also presented to key overarching bodies\nsupporting the exercise of accreditation functions\nThe review process consists of three key stages,\nincluding the:\nthe first two of which have been completed:\n• Council of Presidents of Medical Colleges,\n• Stage 1 focused on specialist medical\nthe unifying organisation for the colleges\ncolleges and the Australian Medical Council.\nthat provides support and knowledge\n• Stage 2 considered all other entities\nsharing between the medical specialities\nexercising accreditation functions.\n• Health Professions Accreditation Collaborative\n• Stage 3 will involve preparing, consulting on\nForum, a coalition of the 15 accreditation\nand finalising the written report of the review.\nauthorities providing accreditation functions\nfor the National Scheme.\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- [Page 7]\nBi-annual progress report highlights\nReview of Ahpra’s framework for Responding to increased demand Increasing awareness about how we\nidentifying and managing vexatious for the NHPO’s services can assist with complaints about\nnotifications specialist medical colleges and\nThe NHPO was significantly busier during the\noverseas qualified practitioner\nfirst half of 2024–25 than the same period in\nIn December 2024 the Ombudsman published\nassessments\nthe previous financial year.\n Source: `annual-reports/2024.pdf (https://www.nhpo.gov.au/sites/default/files/2025-03/Bi-annual%20report%20-%20July%20to%20December%202024.pdf)`\n- [Page 3]\nOur impact at a glance\nIn 2023–24 we received\n691 12 40 1,787\ncomplaints to privacy freedom of approaches\nthe Ombudsman complaints information matters\ndown from\nup from 663 complaints up from 9 complaints up from 22 matters 1,884 approaches\nin 2022–23 in 2022–23 in 2022–23 in 2022–23\nOmbudsman complaints In 2023–24 we finalised\ncomplaints to the\n166 early resolution 660 Ombudsman, up\ntransfers were made from 657 complaints\nin 2022–23\nprivacy complaints,\n14\n183 preliminary inquiries up from 8 complaints\nwere made in 2022–23\nfreedom of information\n42 investigations 29\nmatters, up from 25\ncommenced\nmatters in 2022–23\nMilestones\nWe published A roadmap for greater The Ombudsman and We contributed to public consultations\ntransparency and accountability Commissioner joined on the regulation of health practitioners\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- These circumstances give impetus to ensuring\nProcesses for Progress review\nspecialist medical training site accreditation\nIn November 2023 we published part 1 of our\nprocesses are people-centred, transparent,\nProcesses for Progress review: A roadmap for\nfair, responsive and accountable.\ngreater transparency and accountability in specialist\nThe part 1 report outlines the review’s findings\nmedical training site accreditation.\non key processes for specialist medical training\nHealth Ministers commissioned our office to\nsite accreditation in relation to 5 priority areas\nundertake a review of the complaints and appeals\nfor improvement:\nprocesses of accreditation authorities and specialist\n• enhancing accountability and transparency\nmedical colleges.\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- Last financial\nyear, we initiated 4 early resolution transfers\nand did not make any preliminary inquiries or\nstart any investigations into accreditation-related\ncomplaints.20\n20 In 2022–23 we received 17 complaints that we could progress subject to our expanded jurisdiction.\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- Our assessment of relevant\nthat Ahpra decided not to progress as a notification.\ncomplaints received in 2023–24 found Ahpra had\nThis financial year we received 27 complaints related generally improved the quality of the reasons for its\nto dissatisfaction that Ahpra had not treated a concern decisions, including by providing a summary of the\nas a notification (up from 21 complaints in 2022–23).25 concerns raised and a brief explanation for why the\nThis included complaints that: concerns did not raise grounds for a notification.\n• Ahpra assessed there were no grounds We also found that Ahpra is no longer referring\nfor a notification to concerns that do not meet the grounds for a\n• Ahpra concluded it did not have enough notification as a ‘notification’ in its decision letters.\ninformation to process the concern as We identified an inconsistent use of terminology\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- This not to progress as a notification.\nwas also true this financial year – we recorded 493\nDuring the 2024–25 financial year, we received\nissues related to this outcome across notification-\n40 complaints36 related to dissatisfaction that\nrelated complaints in 2024–25 (Appendix 3, Table\nAhpra had not treated a concern as a notification\n10).\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- In several cases, when Ahpra\nAcross the 196 registration-related complaints\nwas made aware of the delay as part of our office’s\nwe received in 2020–21, we recorded 103 issues\nearly resolution transfer process,6 the complainant\nabout delay.\nwas offered an apology and was connected with\nIssues about delay were commonly raised in relation\nAhpra staff to discuss and progress their matter.\nto new applications for registration (33, 32 per\nWhile delay continues to be a problem that needs\ncent), applications for a review of conditions on\nimproving, there are two significant changes this\na practitioner’s registration (11, 11 per cent) and\nfinancial year that could reduce delay in the future:\napplications for registration made by graduates\n(10, 10 per cent). • a new framework for efficiently dealing with\nlow-risk notifications\nIssues about registration delay were more commonly\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- It is generally described\ninto delay and procedural\nthis way because:\nsafeguards for practitioners\n• a National Board makes immediate action\nwho are subject to immediate\ndecisions quickly and based on the information\naction before it, which is often limited18\n• after taking immediate action, the relevant National\nIn June 2024 we began an own motion investigation\nBoard must decide which further action to take\ninto delay and procedural safeguards for health\nto address the issue that led to the immediate\npractitioners subject to immediate action.13 action.19 This may include deciding to investigate\nThe National Scheme’s primary guiding principle a matter, referring a matter to the relevant tribunal\nis assuring public protection and public confidence or a panel, or requiring that the practitioner\nin health services provided by registered health undertakes a health or performance assessment.\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- [Page 6]\nContents\nOur year in numbers i\nLetter of transmittal ii\nOmbudsman and Commissioner’s message iii\nOur purpose 1\nOur values 2\nWhat we do: creating positive change 3\nMeet the Ombudsman and Commissioner 4\nA plan to champion fairness 5\nAbout our team 6\nAbout our data 8\nOur complaint-handling service in numbers 13\nAssisting people who approach our office 14\nResponding to COVID-19 16\nOmbudsman complaints 19\nDelay-related issues 20\nWho complaints were about 24\nWhere complaints came from 25\nResolving complaints quickly 26\nInvestigation outcomes 31\nNotification-related complaints 33\nWho notification-related complaints were about 34\nWhere notification-related complaints came from 35\nCommon notification-related issues 36\nOutcomes of notification-related complaints 37\nImproving the health practitioner experience 38\nProcedural fairness for practitioners 40\nExplaining a decision or action 41\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- This included sharing\nProblems related to Total number more detailed information with the complainant\nnotifications (based on of notification about why a decision was made.\ncomplainant’s concerns) issues\nOther investigation outcomes included:\nDecision was unfair or • the Ombudsman providing formal comments\n213\nunreasonable or suggestions for improvement to Ahpra (8)\nProcess was delayed 79 • Ahpra or a Board providing an acknowledgement\nof a shortfall or poor experience, or an apology\nInformation was not considered 40\nto the complainant (4)\nInadequate reasons were • the matter being reconsidered by Ahpra\n39\nprovided for a decision or the Boards (7)\nProcess was unfair 34 • staff feedback or training being provided\nto Ahpra staff (5)\nInadequate steps were taken\n29 • Ahpra releasing more information to the\nin a process\ncomplainant (2)\nVexatious nature of a notification\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- The review and its recommendations\n• patient safety issues in the cosmetic surgery sector, will then be published in early 2022–23.\nincluding how to strengthen risk-based regulation\nFigure 4: Screenshot of public consultation\nof practitioners in that sector\npromotion on social media\n• the regulatory approach of Ahpra and the\nMedical Board to ensure it keeps pace with\nchanges in the cosmetic surgery sector.\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- We found that other causes of delay\nwere mostly recorded in relation to active notifications appeared to be:\n(60; 55 per cent of all notification-related delay issues),\n• staff changes and delays in reallocating matters\nnotifications that had been finalised where the Board\n• seeking and awaiting information from external\nhad decided to take no further action (19; 17 per\norganisations such as police or other bodies\ncent) and notifications where immediate action had\n• seeking and awaiting input from internal or\nbeen taken against the practitioner (14; 13 per cent\nexternal service providers such as independent\nof all notifications-related delay issues).\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- This involved adopting While we welcome the general reduction in the time\na case management approach to notifications that taken to manage notifications, our office finds it\nprovides more specialised management depending troubling there has been a significant increase in the\non the: number of issues raised with us regarding concerns\nthat a decision made about a notification was unfair\n• types of concern raised\nor unreasonable (from 153 issues in 2021–22 to 227\n• level of risk posed\nissues in 2022–23) and that the notifications process\n• powers and processes best suited to gathering\nwas unfair (from 46 issues in 2021–22 to 88 issues\nrelevant information\nin 2022–23).\n Source: `other-pdfs/NHPO-20Annual-20Report-202022-23.pdf (https://www.nhpo.gov.au/sites/default/files/2023-11/NHPO%20Annual%20Report%202022-23.pdf)`\n- As outlined in last year’s\noutline that the organisation will not tolerate\nannual report, in December 2023 National Cabinet\nreprisals against complainants)\nendorsed the Kruk Review’s 28 recommendations,\n• developing a receptive culture internally and\nwhich cover 5 broad reform areas:\nensuring staff are appropriately trained and\n• improving the applicant experience\nresourced to respond to complaints\n• expanding fast-track registration pathways\n• sharing how people can make a complaint,\nincluding on the organisation’s website • improving workforce data and planning\nand resources relating to issues that have • increasing flexibility while ensuring safety and\npreviously emerged quality of care\n• ensuring it is free and easy to make • enhancing regulator performance and stewardship.\na complaint in several ways\nThis financial year, significant changes have included\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- Concerns about process delays were\nAbout the notification-related\nalso commonly recorded (125 issues, up from\ncomplaints we received 92 issues in 2022–23) (Appendix 3, Table 9).\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- For example, we continued\nthe Board’s requirements as outlined to see a decrease in the number of issues raised\nin its registration standard(s) about delay in the processing of a registration matter\n• decision to place conditions on a practitioner’s (from 61 issues in 2021–22 to 55 issues in 2022–23\nregistration (such as supervised practice to 34 issues in 2023–24).\nconditions) and the process for ensuring Most of the registration-related complaints we\ncompliance with these conditions. received this financial year continued to be about\nconcerns related to general registration (92\nWe record information about registration-related\ncomplaints).\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- [Page 63]\nThis included, for example, concerns about delays How we resolved complaints\nin the process (3) or a failure to follow the relevant\nabout colleges\npolicy (3).32 The second most common issue raised\nWe finalised 25 complaints about the colleges\nwith us was about the assessment of an international\nin 2023–24.\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- We also generally found that Ahpra\nup from 131 issues in 2023–24) and about process had explained the reasons for its decisions with\ndelays (152 issues, up from 125 issues in 2023–24) appropriate reference to the correct section\n(Appendix 3, Table 11). of the National Law.\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- As noted (82 issues recorded, up from 11 issues in 2023–24).\nearlier, the National Boards made changes to the\nOver the course of the year, we recorded 102 issues\nshared English Language Skills Registration Standard\nabout registration fees across 93 complaints.42 These\nfollowing the Kruk Review’s recommendation.\nconcerns were raised by 93 individuals, including 47\nHowever, the new English Language Skills Registration\nanonymous complainants.\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n- [Page 64]\nRegistration delays Delays in processing new applications for registration\nDelay was raised as an issue across 38 complaints\nIn previous financial years we saw a decline in the\nwe received about the processing of a new application\nnumber of issues raised with our office about a delay\nfor registration.46 However, in some cases, concerns\nin processing a registration matter (from 61 issues\nabout delay were prematurely raised during Ahpra’s\nin 2021–22 to 55 issues in 2022–23 to 34 issues\npublished timeframe for processing a new application\nin 2023–24).\nfor registration.\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\n\n## Corporate Values and Operating Culture\n\n- Outcome 7 Our complaint-handling service follows and sets good practice standards\nOutcome 8 We continually improve our governance and internal processes to benefit our staff and community\nOutcome 9 We value and enhance our staff’s professional development and their health and wellbeing\n4.\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- [Page 6]\nContents\nOur year in numbers i\nLetter of transmittal ii\nOmbudsman and Commissioner’s message iii\nOur purpose 1\nOur values 2\nWhat we do: creating positive change 3\nMeet the Ombudsman and Commissioner 4\nA plan to champion fairness 5\nAbout our team 6\nAbout our data 8\nOur complaint-handling service in numbers 13\nAssisting people who approach our office 14\nResponding to COVID-19 16\nOmbudsman complaints 19\nDelay-related issues 20\nWho complaints were about 24\nWhere complaints came from 25\nResolving complaints quickly 26\nInvestigation outcomes 31\nNotification-related complaints 33\nWho notification-related complaints were about 34\nWhere notification-related complaints came from 35\nCommon notification-related issues 36\nOutcomes of notification-related complaints 37\nImproving the health practitioner experience 38\nProcedural fairness for practitioners 40\nExplaining a decision or action 41\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf (https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf)`\n- Our Ombudsman complaint handling service in numbers\nRead our annual report 2022-23\nWe finalised\n657\ncomplaints\n393\nat assessment, down from 590 in 2021-22\n132\nthrough early resolution transfers, up from 106 in 2021-22\n101\nthrough preliminary inquiries, up from 92 in 2021-22\n31\nthrough investigation, down from 93 in 2021-22\nStrategic direction\nOur strategic plan has four focus areas:\ninfluencing systemic improvements\nengaging and communicating\nbuilding capacity\nenhancing accountability.\n Source: `pages/annual-reports-index__05.html (https://www.nhpo.gov.au/annual-report-2022-23)`\n- [Page 6]\nContents\nOur year in figures 1\nLetter of transmittal 2\nOmbudsman and Commissioner’s message 3\nOur vision and role 5\nOur office 6\nHow we helped in 2021–22 9\nOur complaint handling service in numbers 13\nInfluencing systemic change 14\nEngaging and communicating 23\nBuilding capacity 29\nEnhancing accountability 34\nOmbudsman complaints 39\nNotification-related complaints 52\nRegistration-related complaints 66\nCustomer experience complaints 79\nOther complaint types 83\nPrivacy 84\nFreedom of information 90\nFinancial statement 94\nOur funding arrangements 95\nOur financial statement 95\nAppendix: Our data 96\n4 NHPO annual report 2021–22\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- This\nMost notification-related complaints came from also appears to correlate with increases in the number\ncomplainants located in Victoria (98), Western of issues recorded in complaints to our office that\nAustralia (84) and Queensland (52) (Table 9). related to customer service and delays in Western\nAs noted previously, we generally receive more Australia, including Ahpra’s:\nnotification-related complaints from people\n• failure to provide an update regarding a notification\nin Victoria.\n(from 3 issues in 2020–21 to 22 issues in 2021–22)\nOur office does not have the power to receive • failure to respond to contact regarding a notification\ncomplaints about how a notification (or complaint) (from 1 issue in 2020–21 to 11 in 2021–22)\nhas been handled by the Health Care Complaints • delay in processing an active notification when the\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf)`\n- [Page 6]\nContents\nOur year in figures 1\nLetter of transmittal 2\nForeword 3\nOur vision and role 5\nAbout our team 6\nHow we helped in 2022–23 9\nOur complaint handling service in numbers 14\nInfluencing systemic change 16\nEngaging and communicating 23\nBuilding capacity 28\nEnhancing accountability 31\nOmbudsman complaints 40\nNotification-related complaints 51\nRegistration-related complaints 65\nAccreditation-related complaints 76\nCustomer experience complaints 81\nPrivacy 84\nFreedom of information 90\nFinancial statement 94\nAppendix: Our data 95\n4 NHPO annual report 2022–23\n Source: `other-pdfs/NHPO-20Annual-20Report-202022-23.pdf (https://www.nhpo.gov.au/sites/default/files/2023-11/NHPO%20Annual%20Report%202022-23.pdf)`\n- In 2023–24 these enquiries generally related to:\nIn 2023–24 our office began work on an engagement\nplan and targeted campaign to raise awareness about • health services (486, down from 498 in 2022–23),\nour new functions related to accreditation complaints. of which most related to concerns about the\nThe awareness campaign will communicate with our safety and quality of care (171), fees and\ntarget audience about our new role, including how rebates (130), access to or transfer of records\nwe can assist overseas-qualified practitioners seeking (71) and service refusal or delay (69)\nregistration in Australia, and those affected by the • the health, conduct or performance of a\naccreditation of programs of study that lead to an registered health practitioner (343, down\neligible qualification for registration in Australia. from 458 in 2022–23)\n Source: `annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf)`\n- Figure 2: Experience-related issues recorded in 2024–25, with a focus on the impact of Ahpra’s new operating\nsystem on experience issues from March 2025, particularly in relation to the nursing and midwifery professions\n300\n250\n200\n150\n100\n50\n0\nTotal experience issues Nursing and midwifery experience issues\nIn response to practitioners’ growing need for This led to our office facilitating more early\nsupport, Ahpra increased staff numbers in its resolution transfers (59 transfers across May\nCustomer Service team and extended its support and June 2025 compared with 23 transfers\nhours.⁶ Ahpra also updated public-facing information across May and June 2024), representing 36%\nwith extra guidance and issued news releases of all early resolution transfers made in 2024–25.\ndirectly addressing the concerns being raised.\n Source: `annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf)`\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- `annual-reports/2022.pdf` - annual-reports - https://www.nhpo.gov.au/sites/default/files/2023-03/2023-03-01%20-%20Bi-annual%20report%20-%20July%20to%20December%202022.pdf\n- `annual-reports/2023-24.pdf` - annual-reports - https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf\n- `annual-reports/2024-25.pdf` - annual-reports - https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf\n- `annual-reports/2024.pdf` - annual-reports - https://www.nhpo.gov.au/sites/default/files/2025-03/Bi-annual%20report%20-%20July%20to%20December%202024.pdf\n- `annual-reports/2025.pdf` - annual-reports - https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf\n- `pages/about.html` - pages - https://www.nhpo.gov.au/feedback-about-our-services\n- `pages/announcements-index.html` - pages - https://www.nhpo.gov.au/website-privacy-statement\n- `pages/announcements-index__29.html` - pages - https://www.nhpo.gov.au/website-privacy-statement\n- `pages/annual-reports-index.html` - pages - https://www.nhpo.gov.au/reporting\n- `pages/annual-reports-index__00.html` - pages - https://www.nhpo.gov.au/reporting\n- `pages/annual-reports-index__01.html` - pages - https://www.nhpo.gov.au/annual-report-2024-25\n- `pages/annual-reports-index__02.html` - pages - https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.pdf\n- `pages/annual-reports-index__03.html` - pages - https://www.nhpo.gov.au/annual-report-2023-24\n- `pages/annual-reports-index__04.html` - pages - https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.pdf\n- `pages/annual-reports-index__05.html` - pages - https://www.nhpo.gov.au/annual-report-2022-23\n- `pages/annual-reports-index__06.html` - pages - https://www.nhpo.gov.au/sites/default/files/2023-11/NHPO%20Annual%20Report%202022-23.pdf\n- `pages/annual-reports-index__07.html` - pages - https://www.nhpo.gov.au/annual-report-2021-22\n- `pages/annual-reports-index__08.html` - pages - https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf\n- `pages/annual-reports-index__09.html` - pages - https://www.nhpo.gov.au/annual-report-2020-21\n- `pages/annual-reports-index__10.html` - pages - https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf\n- `pages/annual-reports-index__11.html` - pages - https://www.nhpo.gov.au/NHPO-annual-report-2019-20\n- `pages/annual-reports-index__12.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-11/NHPO%20annual%20report%202019-20.pdf\n- `pages/annual-reports-index__13.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/nhpopc_annual_report_2018-19_bookmarked.pdf\n- `pages/annual-reports-index__14.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/nhpopc-annual-report-2018-19.docx\n- `pages/annual-reports-index__15.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC-Annual-Report-2017-18.doc\n- `pages/annual-reports-index__16.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC-annual-report-2017-18-bookmarked-PDF.pdf\n- `pages/annual-reports-index__17.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/Annual-Report-2016-17.doc\n- `pages/annual-reports-index__18.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC-annual-report-2016-17-bookmarked-PDF.pdf\n- `pages/annual-reports-index__19.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2015-16.doc\n- `pages/annual-reports-index__20.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2015-16.pdf\n- `pages/annual-reports-index__21.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2014-15.doc\n- `pages/annual-reports-index__22.html` - pages - https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2014-15.pdf\n- `pages/annual-reports-index__23.html` - pages - https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf\n- `pages/annual-reports-index__24.html` - pages - https://www.nhpo.gov.au/sites/default/files/2025-03/Bi-annual%20report%20-%20July%20to%20December%202024.pdf\n- `pages/annual-reports-index__25.html` - pages - https://www.nhpo.gov.au/sites/default/files/2025-03/Bi-annual%20report%20-%20July%20to%20December%202023.pdf\n- `pages/annual-reports-index__26.html` - pages - https://www.nhpo.gov.au/sites/default/files/2023-03/2023-03-01%20-%20Bi-annual%20report%20-%20July%20to%20December%202022.pdf\n- `pages/annual-reports-index__27.html` - pages - https://www.nhpo.gov.au/sites/default/files/2023-03/2022-03-01%20-%20Report%20-%20Biannual%20progress%20-%20Jul%202021%20to%20Dec%202021.pdf\n- `pages/homepage.html` - pages - https://www.nhpo.gov.au/\n- `pages/publications-index.html` - pages - https://www.nhpo.gov.au/reports-and-publications\n- `pages/strategies-index.html` - pages - https://www.nhpo.gov.au/vexatious-notifications-framework-review\n- `pages/strategies-index__28.html` - pages - https://www.nhpo.gov.au/vexatious-notifications-framework-review\n- `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pdf` - other-pdfs - https://www.nhpo.gov.au/sites/default/files/2021-11/2021-09-30%20-%20NHPO%20annual%20report%202020-21.pdf\n- `other-pdfs/NHPO-20annual-20report-202021-22.pdf` - other-pdfs - https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.pdf\n- `other-pdfs/Understanding-20our-20monthly-20report.pdf` - other-pdfs - https://www.nhpo.gov.au/sites/default/files/2022-11/Understanding%20our%20monthly%20report.pdf\n- `other-pdfs/NHPO-20Annual-20Report-202022-23.pdf` - other-pdfs - https://www.nhpo.gov.au/sites/default/files/2023-11/NHPO%20Annual%20Report%202022-23.pdf\n- `other-pdfs/Monthly-20complaints-20report-20--20March-202026.pdf` - other-pdfs - https://www.nhpo.gov.au/sites/default/files/2026-04/Monthly%20complaints%20report%20-%20March%202026.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No global comparison/case-study sources found.", "legislation_md": "# National Health Practitioner Ombudsman and Privacy Commissioner - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:25:19.189775+00:00\n**Entity ID**: B-000725\n**Jurisdiction**: Commonwealth\n**Portfolio**: Health, Disability and Ageing\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: 47\n- Unique legislation references found: 17\n\n| Type | Count |\n|---|---:|\n| Act | 16 |\n| Regulation | 1 |\n\n## Legislation References\n\n### Freedom of Information Act 1982\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 15\n**Register search**: https://www.legislation.gov.au/search?query=Freedom+of+Information+Act+1982\n\n**Sources**:\n- `pages/annual-reports-index__03.html`\n- `pages/annual-reports-index__17.html`\n- `pages/annual-reports-index__19.html`\n- `annual-reports/2023-24.pages.jsonl`\n- `other-pdfs/NHPO-20annual-20report-202021-22.pages.jsonl`\n- `other-pdfs/NHPO-20Annual-20Report-202022-23.pages.jsonl`\n\n**Evidence contexts**:\n- erence in the National Scheme. In 2023–24 we focussed on creating and supporting:\nteam cohesion and improving capability\nsafe activity-based workspaces\ndiversity and inclusion.\nFreedom of information\nOur office provides oversight of Ahpra’s application of the Freedom of Information Act 1982 (the FOI Act). One of the main ways we provide oversight is by considering applications to review a decision made by Ahpra under the FOI Act.\nThis financial year we:\nreceived 40 FOI review applications\nfinalised 29 FOI review matters\npublished 3 FOI review de\n Source: `pages/annual-reports-index__03.html`\n- ational Board. Most of the remaining complaints were from health practitioners about registration issues, or from health practitioners and members of the public regarding other administrative matters, such as the handling of requests for information under the Freedom of Information Act 1982 (Cwlth).\nAlthough complaint numbers have increased, they still only represent a very small percentage of the total number of notification and registration matters handled by the Australian Health Practitioner Regulation Agency and the National Boards each yea\n Source: `pages/annual-reports-index__17.html`\n- acy, in which case a declaration may be made that a complainant is entitled to compensation for any loss or damage suffered)\nforce the Australian Health Practitioner Regulation Agency or a National Board to release a document determined to be exempt under the Freedom of Information Act 1982 (Cwlth)\nsuggest that the Australian Health Practitioner Regulation Agency or a National Board take action that is not legally available to it.\nWhat complainants can expect from us\nWhen a complainant contacts us, they can expect to be treated in a courteous an\n Source: `pages/annual-reports-index__17.html`\n- f complaint\u0007Number of complaints\u0007\u0007Handling of notification � complaint by notifier\u0007140\u0007\u0007Handling of notification � complaint by practitioner\u000762\u0007\u0007Registration process or policy\u000760\u0007\u0007Other\u000741\u0007\u0007Registration delay\u000728\u0007\u0007Handling of requests for information under the Freedom of Information Act 1982 (Cwlth)\u000717\u0007\u0007Breach of privacy/handling of information\u00077\u0007\u0007Handling of notification � complaint by member of general public\u00076\u0007\u0007Registration fees\u00072\u0007\u0007Total\u0007363\u0007\u0007Table 3 outlines the types of complaints received by the office.\nImprovements to our complaint-handlin\n Source: `pages/annual-reports-index__17.html`\n- iers or patients can be escalated to senior staff.\nFreedom of information complaints\nThe Health Practitioner Regulation National Law confers specified jurisdiction on the National Health Practitioner Ombudsman and Privacy Commissioner that is derived from the Freedom of Information Act 1982 (Cwlth).\nThe office can handle complaints about the administrative actions of the Australian Health Practitioner Regulation Agency and the National Boards in relation to requests for documents made under the Freedom of Information Act 1982 (Cwlth). The Nation\n Source: `pages/annual-reports-index__17.html`\n\n### Health Practitioner Regulation National Law Regulation 2018\n\n**Type**: Regulation\n**Confidence**: high\n**Mentions**: 6\n**Register search**: https://www.legislation.gov.au/search?query=Health+Practitioner+Regulation+National+Law+Regulation+2018\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pages.jsonl`\n- `other-pdfs/NHPO-20annual-20report-202021-22.pages.jsonl`\n- `other-pdfs/NHPO-20Annual-20Report-202022-23.pages.jsonl`\n\n**Evidence contexts**:\n- I am pleased to present you with the joint National Health Practitioner Ombudsman’s\nand National Health Practitioner Privacy Commissioner’s annual report for the period\n1 July 2023 to 30 June 2024.\nThe report has been prepared in line with ss 10 and 29 of the Health Practitioner\nRegulation National Law Regulation 2018.\nI am satisfied that the office of the National Health Practitioner Ombudsman’s financial\nand governance processes meet our specific needs and comply with the requirements\nof ss 9 and 28 of the Health Practitioner Regulation National Law Regulation.\nYours sin\n Source: `annual-reports/2023-24.pages.jsonl`\n- I am pleased to present you with the joint National Health Practitioner Ombudsman’s\nand National Health Practitioner Privacy Commissioner’s annual report for the period\n1 July 2024 to 30 June 2025.\nThe report has been prepared in line with ss 10 and 29 of the Health Practitioner\nRegulation National Law Regulation 2018.\nI am satisfied that the office of the National Health Practitioner Ombudsman’s\nfinancial and governance processes meet our specific needs and comply with\nthe requirements of ss 9 and 28 of the Health Practitioner Regulation National\nLaw Regulation.\nYours sin\n Source: `annual-reports/2024-25.pages.jsonl`\n- I am pleased to present you with the joint National Health Practitioner\nOmbudsman’s and National Health Practitioner Privacy Commissioner’s\nannual report for the period 1 July 2020 to 30 June 2021.\nThe report has been prepared in accordance with s. 29 of the Health\nPractitioner Regulation National Law Regulation 2018.\nI am satisfied that the office of the National Health Practitioner Ombudsman’s\nfinancial and governance processes meet our specific needs and comply\nwith the requirements of s. 28 of the Health Practitioner Regulation National\nLaw Regulation.\nYours sincerely\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pages.jsonl`\n- pleased to present you with the joint National Health Practitioner\nOmbudsman’s and National Health Practitioner Privacy Commissioner’s\nannual report for the period 1 July 2021 to 30 June 2022.\nThe report has been prepared in accordance with section 29 of the Health\nPractitioner Regulation National Law Regulation 2018.\nI am satisfied that the office of the National Health Practitioner Ombudsman’s\nfinancial and governance processes meet our specific needs and comply with\nthe requirements of section 28 of the Health Practitioner Regulation National\nLaw Regulation.\nYours sinc\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pages.jsonl`\n- ormation, see the ‘Privacy’ section\nbeen expanded in relation to FOI matters.\nof this report.\nThe targeted consultation on the full range of\nproposed stage 2 reforms to the National Law\nmentioned earlier in this report also included\nproposed amendments to the Health Practitioner\nRegulation National Law Regulation 2018 to extend\nthe jurisdiction of the Ombudsman and Commissioner.\nWe look forward to the implementation of these\nchanges in 2022–23.\n14 COAG Health Council, Communique: Response to the Independent Accreditation Systems Review Final Report, 12 February 2020\n37\n\n[p\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pages.jsonl`\n\n### Cwlth), and the Freedom of Information Act 1982\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 4\n**Register search**: https://www.legislation.gov.au/search?query=Cwlth%29%2C+and+the+Freedom+of+Information+Act+1982\n\n**Sources**:\n- `pages/annual-reports-index__17.html`\n- `pages/annual-reports-index__19.html`\n- `pages/annual-reports-index__21.html`\n\n**Evidence contexts**:\n- Boards.\nTo fulfil these functions, the Health Practitioner Regulation National Law confers specified jurisdiction on the National Health Practitioner Ombudsman and Privacy Commissioner that is derived from the Ombudsman Act 1976 (Cwlth), the Privacy Act 1988 (Cwlth), and the Freedom of Information Act 1982 (Cwlth). These Acts are modified by the Health Practitioner Regulation National Law Regulation (No. 42/2010) to make them suitable for the national health practitioner regulation scheme.\nThe office of the National Health Practitioner Ombudsman and Privacy Com\n Source: `pages/annual-reports-index__17.html`\n- n order to fulfil these functions, the Health Practitioner Regulation National Law confers specified jurisdiction on the National Health Practitioner Ombudsman and Privacy Commissioner that is derived from the Ombudsman Act 1976 (Cwlth), the Privacy Act 1988 (Cwlth), and the Freedom of Information Act 1982 (Cwlth). These Acts are modified by the Health Practitioner Regulation National Law Regulation (No. 42/2010) to make them suitable for the national regulatory scheme.\nThe National Health Practitioner Ombudsman and Privacy Commissioner has an important role in\n Source: `pages/annual-reports-index__19.html`\n- agencies established under the National Law. \nThe National Law confers specified jurisdiction on the National Health Practitioner Ombudsman and Privacy Commissioner that is derived from the Ombudsman Act 1976 (Cwlth) (the Ombudsman Act), the Privacy Act 1988 (Cwlth) and the Freedom of Information Act 1982 (Cwlth). These Commonwealth Acts are modified by the National Law Regulation to make them suitable for the National Registration and Accreditation Scheme for Health Practitioners (the national scheme), noting in particular that the Privacy Act 1988 (Cwlth) an\n Source: `pages/annual-reports-index__21.html`\n- Act 1982 (Cwlth). These Commonwealth Acts are modified by the National Law Regulation to make them suitable for the National Registration and Accreditation Scheme for Health Practitioners (the national scheme), noting in particular that the Privacy Act 1988 (Cwlth) and the Freedom of Information Act 1982 (Cwlth) both apply as if the amendments made to these Acts by the Freedom of Information Amendment (Reform) Act 2010 (Cwlth) had not taken effect. For efficiency, the separate Ombudsman and Privacy Commissioner roles are combined in the single office of the N\n Source: `pages/annual-reports-index__21.html`\n\n### Commonwealth Ombudsman Act 1976\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://www.legislation.gov.au/search?query=Commonwealth+Ombudsman+Act+1976\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n- `other-pdfs/NHPO-20Annual-20Report-202022-23.pages.jsonl`\n\n**Evidence contexts**:\n- n effect in each state and territory\nThese investigations can be initiated without\nof Australia (the National Law). The Ombudsman\na complaint being made and generally respond\nand Commissioner’s powers come from the\nto broader systemic issues we’ve identified.\nCommonwealth Ombudsman Act 1976, the Privacy\nAct 1988 and the Freedom of Information Act 1982.\nPolicy and Communications\nThe Ombudsman and Commissioner is supported\nteam\nby a small team of dedicated staff. The office’s\nGovernance Committee supports the Ombudsman\nOur Policy and Communication\n Source: `annual-reports/2023-24.pages.jsonl`\n- n These teams also assist the Ombudsman and\nNational Law, in effect in each state and territory Commissioner to undertake independent reviews\nof Australia (the National Law). The Ombudsman and own-motion investigations.\nand Commissioner’s powers come from the\nCommonwealth Ombudsman Act 1976, Privacy Policy and\nAct 1988, and Freedom of Information Act 1982.\ncommunications team\nComplaints and freedom Our policy and communications team aims\nto increase engagement and improve the\nof information (FOI) branch\naccessibility of the services provided by\n Source: `other-pdfs/NHPO-20Annual-20Report-202022-23.pages.jsonl`\n\n### Cwlth), the Privacy Act 1988\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://www.legislation.gov.au/search?query=Cwlth%29%2C+the+Privacy+Act+1988\n\n**Sources**:\n- `pages/annual-reports-index__17.html`\n- `pages/annual-reports-index__19.html`\n\n**Evidence contexts**:\n- ation Agency and the National Boards.\nTo fulfil these functions, the Health Practitioner Regulation National Law confers specified jurisdiction on the National Health Practitioner Ombudsman and Privacy Commissioner that is derived from the Ombudsman Act 1976 (Cwlth), the Privacy Act 1988 (Cwlth), and the Freedom of Information Act 1982 (Cwlth). These Acts are modified by the Health Practitioner Regulation National Law Regulation (No. 42/2010) to make them suitable for the national health practitioner regulation scheme.\nThe office of the Natio\n Source: `pages/annual-reports-index__17.html`\n- ncy and the National Boards.\nIn order to fulfil these functions, the Health Practitioner Regulation National Law confers specified jurisdiction on the National Health Practitioner Ombudsman and Privacy Commissioner that is derived from the Ombudsman Act 1976 (Cwlth), the Privacy Act 1988 (Cwlth), and the Freedom of Information Act 1982 (Cwlth). These Acts are modified by the Health Practitioner Regulation National Law Regulation (No. 42/2010) to make them suitable for the national regulatory scheme.\nThe National Health Practitioner Ombudsman\n Source: `pages/annual-reports-index__19.html`\n\n### Privacy The Privacy Act 1988\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://www.legislation.gov.au/search?query=Privacy+The+Privacy+Act+1988\n\n**Sources**:\n- `other-pdfs/NHPO-20annual-20report-202021-22.pages.jsonl`\n- `other-pdfs/NHPO-20Annual-20Report-202022-23.pages.jsonl`\n\n**Evidence contexts**:\n- y to concerns about how an FOI matter financial year).\nwas handled, not an FOI decision. This includes the\ninappropriate use of information during the FOI\nprocess and the failure to appropriately consult\nabout the release of requested documents.\n83\n\n[page 86]\nPrivacy\nThe Privacy Act 1988 (Cth) sets out how privacy is Complaints to the\nprotected in Australia. The Act has 13 Australian\nCommissioner\nPrivacy Principles (APPs) that govern the protection\nof privacy including: This financial year our office received 13 privacy\ncomplaints to the Comm\n Source: `other-pdfs/NHPO-20annual-20report-202021-22.pages.jsonl`\n- h do not meet the grounds\n2022–23 (4 complaints received).\nfor a notification’). By comparison, issues relating\nto Ahpra’s complaints responses for registration\nmatters have remained relatively consistent, only\nincreasing by two since last year.\n83\n\n[page 86]\nPrivacy\nThe Privacy Act 1988 (Cth) sets out how privacy\nComplaints to the\nis protected in Australia. The Act has 13 Australian\nCommissioner\nPrivacy Principles (APPs) that govern the protection\nof privacy including:\nThis financial year, our office received nine privacy\n• how personal info\n Source: `other-pdfs/NHPO-20Annual-20Report-202022-23.pages.jsonl`\n\n### Australian Information Commissioner Act 2010\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Australian+Information+Commissioner+Act+2010\n\n**Sources**:\n- `pages/annual-reports-index__17.html`\n\n**Evidence contexts**:\n- e the efficiency and effectiveness of the Health Practitioner Regulation National Law.\nImportantly for this office, the Bill includes consequential amendments as a result of changes to the Commonwealth freedom of information and privacy arrangements under the Australian Information Commissioner Act 2010 (Cwlth) and the Freedom of Information Amendment (Reform) Act 2010 (Cwlth). In effect, this means that the National Health Practitioner Ombudsman and Privacy Commissioner will have the power to review decisions made by the Australian Health Practitioner Regul\n Source: `pages/annual-reports-index__17.html`\n\n### Cth), the Privacy Act 1988\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Cth%29%2C+the+Privacy+Act+1988\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- ioner Regulation\nNational Health Practitioner\nNational Law, in effect in each state and territory\nOmbudsman and the National of Australia (the National Law). The Ombudsman\nand Commissioner’s powers come from the\nHealth Practitioner Privacy\nOmbudsman Act 1976 (Cth), the Privacy Act\n1988 (Cth) (the Privacy Act) and the Freedom\nCommissioner (Ombudsman\nof Information Act 1982 (Cth) (the FOI Act).\nand Commissioner).\nOur office has 3 work areas that support the\nOmbudsman and Commissioner to ensure\nShe is currently serving her third term as Ombuds\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Health Practitioner Privacy Ombudsman Act 1976\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Health+Practitioner+Privacy+Ombudsman+Act+1976\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- er’s roles are\nestablished by the Health Practitioner Regulation\nNational Health Practitioner\nNational Law, in effect in each state and territory\nOmbudsman and the National of Australia (the National Law). The Ombudsman\nand Commissioner’s powers come from the\nHealth Practitioner Privacy\nOmbudsman Act 1976 (Cth), the Privacy Act\n1988 (Cth) (the Privacy Act) and the Freedom\nCommissioner (Ombudsman\nof Information Act 1982 (Cth) (the FOI Act).\nand Commissioner).\nOur office has 3 work areas that support the\nOmbudsman and Commissioner to ensure\nShe is currently serv\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### In Australia the Privacy Act 1988\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=In+Australia+the+Privacy+Act+1988\n\n**Sources**:\n- `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pages.jsonl`\n\n**Evidence contexts**:\n- ased ability to\nsearch by geographical location. Ahpra also advised\nthat it intends to review the purpose of the public\nregister and will seek public consultation on this\nissue, including perceptions on how people use it.\n55\n\n[page 64]\nCommissioner\ncomplaints\nIn Australia the Privacy Act 1988 (Cwlth) sets out Complaints to the\nhow privacy is protected. The Act has 13 Australian\nCommissioner\nPrivacy Principles that govern the protection of\nprivacy including: This financial year, our office received privacy-related\ncomplaints from three different pe\n Source: `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pages.jsonl`\n\n### National Law Regulation Freedom of Information Act 1982\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=National+Law+Regulation+Freedom+of+Information+Act+1982\n\n**Sources**:\n- `pages/annual-reports-index__21.html`\n\n**Evidence contexts**:\n- gulation National Law, as applied by the law of all states and territories\nHealth Practitioner Regulation National Law Regulation (No. 42/2010)\nOmbudsman Act 1976 (Cwlth), as modified by the National Law Regulation\nPrivacy Act 1988 (Cwlth), as modified by the National Law Regulation\nFreedom of Information Act 1982 (Cwlth), as modified by the National Law Regulation.\nThe National Health Practitioner Ombudsman and Privacy Commissioner can only deal with complaints about the administrative actions taken by one of the agencies under the national scheme. Generally, this mea\n Source: `pages/annual-reports-index__21.html`\n\n### National Law Regulation Privacy Act 1988\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=National+Law+Regulation+Privacy+Act+1988\n\n**Sources**:\n- `pages/annual-reports-index__21.html`\n\n**Evidence contexts**:\n- ived from the following pieces of legislation:\nHealth Practitioner Regulation National Law, as applied by the law of all states and territories\nHealth Practitioner Regulation National Law Regulation (No. 42/2010)\nOmbudsman Act 1976 (Cwlth), as modified by the National Law Regulation\nPrivacy Act 1988 (Cwlth), as modified by the National Law Regulation\nFreedom of Information Act 1982 (Cwlth), as modified by the National Law Regulation.\nThe National Health Practitioner Ombudsman and Privacy Commissioner can only deal with complaints about the administrative\n Source: `pages/annual-reports-index__21.html`\n\n### Ombudsman Act), the Privacy Act 1988\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Ombudsman+Act%29%2C+the+Privacy+Act+1988\n\n**Sources**:\n- `pages/annual-reports-index__21.html`\n\n**Evidence contexts**:\n- rsight of the actions of the national agencies established under the National Law. \nThe National Law confers specified jurisdiction on the National Health Practitioner Ombudsman and Privacy Commissioner that is derived from the Ombudsman Act 1976 (Cwlth) (the Ombudsman Act), the Privacy Act 1988 (Cwlth) and the Freedom of Information Act 1982 (Cwlth). These Commonwealth Acts are modified by the National Law Regulation to make them suitable for the National Registration and Accreditation Scheme for Health Practitioners (the national scheme), noting in\n Source: `pages/annual-reports-index__21.html`\n\n### Ombudsman of Information Act 1982\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Ombudsman+of+Information+Act+1982\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- te and territory\nOmbudsman and the National of Australia (the National Law). The Ombudsman\nand Commissioner’s powers come from the\nHealth Practitioner Privacy\nOmbudsman Act 1976 (Cth), the Privacy Act\n1988 (Cth) (the Privacy Act) and the Freedom\nCommissioner (Ombudsman\nof Information Act 1982 (Cth) (the FOI Act).\nand Commissioner).\nOur office has 3 work areas that support the\nOmbudsman and Commissioner to ensure\nShe is currently serving her third term as Ombudsman sound administration of the National Scheme\nand Commissioner after she was first app\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Privacy and Other Legislation Amendment Act 2024\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Privacy+and+Other+Legislation+Amendment+Act+2024\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- ty of personal information (10)\nan act or practice that may be an interference with • APP 3 – collection/use of solicited personal\ntheir privacy.63 information (6).\nOur office welcomed the commencement of the Concerns about the inappropriate use or disclosure\nPrivacy and Other Legislation Amendment Act 2024 of personal information (APP 6) were also the most\n(Cth) this financial year. The changes brought by this common issue raised in complaints in 2023–24.\nlegislation, including changes to the Commissioner’s Most of the complaints we received in relation to\ninve\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Information Amendment (Reform) Act 2010\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.gov.au/search?query=Information+Amendment+%28Reform%29+Act+2010\n\n**Sources**:\n- `pages/annual-reports-index__17.html`\n- `pages/annual-reports-index__21.html`\n\n**Evidence contexts**:\n- tly for this office, the Bill includes consequential amendments as a result of changes to the Commonwealth freedom of information and privacy arrangements under the Australian Information Commissioner Act 2010 (Cwlth) and the Freedom of Information Amendment (Reform) Act 2010 (Cwlth). In effect, this means that the National Health Practitioner Ombudsman and Privacy Commissioner will have the power to review decisions made by the Australian Health Practitioner Regulation Agency to grant or refuse access to a document under the Free\n Source: `pages/annual-reports-index__17.html`\n- editation Scheme for Health Practitioners (the national scheme), noting in particular that the Privacy Act 1988 (Cwlth) and the Freedom of Information Act 1982 (Cwlth) both apply as if the amendments made to these Acts by the Freedom of Information Amendment (Reform) Act 2010 (Cwlth) had not taken effect. For efficiency, the separate Ombudsman and Privacy Commissioner roles are combined in the single office of the National Health Practitioner Ombudsman and Privacy Commissioner. \nThese arrangements ensure the accountability, transp\n Source: `pages/annual-reports-index__21.html`\n\n### Other Legislation Amendment Act 2025\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Other+Legislation+Amendment+Act+2025\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- s are rare, this experience threw a necessary\nThe explanatory notes for the bill that introduced spotlight on whether Ahpra’s handling of notifications\nthe Health Practitioner Regulation National Law adequately safeguards the confidentiality of notifiers.\nand Other Legislation Amendment Act 2025 (Qld)\nBroadly speaking, the Ombudsman and\n(the 2025 Amendment Act) recognised:\nCommissioner’s review found that Ahpra’s approach\nThe only protection available to notifiers offered reasonable safeguards for notifiers. In\nwho raise concerns in good faith under\n Source: `annual-reports/2024-25.pages.jsonl`\n\n## Files Scanned\n\n- `pages/about.html` (page)\n- `pages/announcements-index.html` (page)\n- `pages/announcements-index__29.html` (page)\n- `pages/annual-reports-index.html` (page)\n- `pages/annual-reports-index__00.html` (page)\n- `pages/annual-reports-index__01.html` (page)\n- `pages/annual-reports-index__02.html` (page)\n- `pages/annual-reports-index__03.html` (page)\n- `pages/annual-reports-index__04.html` (page)\n- `pages/annual-reports-index__05.html` (page)\n- `pages/annual-reports-index__06.html` (page)\n- `pages/annual-reports-index__07.html` (page)\n- `pages/annual-reports-index__08.html` (page)\n- `pages/annual-reports-index__09.html` (page)\n- `pages/annual-reports-index__10.html` (page)\n- `pages/annual-reports-index__11.html` (page)\n- `pages/annual-reports-index__12.html` (page)\n- `pages/annual-reports-index__13.html` (page)\n- `pages/annual-reports-index__14.html` (page)\n- `pages/annual-reports-index__15.html` (page)\n- `pages/annual-reports-index__16.html` (page)\n- `pages/annual-reports-index__17.html` (page)\n- `pages/annual-reports-index__18.html` (page)\n- `pages/annual-reports-index__19.html` (page)\n- `pages/annual-reports-index__20.html` (page)\n- `pages/annual-reports-index__21.html` (page)\n- `pages/annual-reports-index__22.html` (page)\n- `pages/annual-reports-index__23.html` (page)\n- `pages/annual-reports-index__24.html` (page)\n- `pages/annual-reports-index__25.html` (page)\n- `pages/annual-reports-index__26.html` (page)\n- `pages/annual-reports-index__27.html` (page)\n- `pages/contact.html` (page)\n- `pages/homepage.html` (page)\n- `pages/publications-index.html` (page)\n- `pages/strategies-index.html` (page)\n- `pages/strategies-index__28.html` (page)\n- `annual-reports/2022.pages.jsonl` (pdf_pages)\n- `annual-reports/2023-24.pages.jsonl` (pdf_pages)\n- `annual-reports/2024-25.pages.jsonl` (pdf_pages)\n- `annual-reports/2024.pages.jsonl` (pdf_pages)\n- `annual-reports/2025.pages.jsonl` (pdf_pages)\n- `other-pdfs/2021-09-30-20--20NHPO-20annual-20report-202020-21.pages.jsonl` (pdf_pages)\n- `other-pdfs/Monthly-20complaints-20report-20--20March-202026.pages.jsonl` (pdf_pages)\n- `other-pdfs/NHPO-20annual-20report-202021-22.pages.jsonl` (pdf_pages)\n- `other-pdfs/NHPO-20Annual-20Report-202022-23.pages.jsonl` (pdf_pages)\n- `other-pdfs/Understanding-20our-20monthly-20report.pages.jsonl` (pdf_pages)", "global_initiatives_md": null, "strategy": { "reporting_period": "2025-2026", "corporate_plan_period": "2026-2027", "vision": null, "vision_source_page": null, "purposes": null, "purposes_source_page": null, "how_we_deliver": null, "how_we_deliver_source_page": null, "government_priorities": [], "outcomes": [ { "name": "Outcome 1: Fair and transparent processes", "description": "Ensuring fairness and transparency in the processes for registration, accreditation, and complaints handling.", "key_activities": [ "Investigation into registration fees", "Processes to identify potential psychosocial hazards", "Embedding new performance measures" ], "source_page": 2 }, { "name": "Outcome 2: Effective oversight and compliance", "description": "Overseeing compliance with registration, accreditation, and complaints processes to ensure they are fair and effective.", "key_activities": [ "Finalising complex Ombudsman complaints", "Making FOI review decisions", "Providing feedback and suggestions for systemic improvements" ], "source_page": 4 } ], "values": [ "Fairness", "Transparency", "Inclusion", "Allyship" ], "values_framework_name": null, "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Number of complaints finalised", "target": "25", "source_page": 4 }, { "code": "CCE02", "measure": "Number of systemic review suggestions", "target": "4", "source_page": 4 } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Number of complaints finalised", "result": "25", "status": "Achieved", "source_page": 4 }, { "code": "CCE02", "measure": "Number of systemic review suggestions", "result": "4", "status": "Achieved", "source_page": 4 } ], "_source_urls": { "annual_report_url": "https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "B-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "This involved adopting While we welcome the general reduction in the time\na case management approach to notifications that taken to manage notifications, our office finds it\nprovides more specialised management depending troubling there has been a significant increase in the\non the: number of issues raised with us regarding concerns\nthat a decision made about a notification was unfair\n• types of concern raised\nor unreasonable (from 153 issues in 2021–22 to 227\n• level of risk posed\nissues in 2022–23) and that the notifications process\n• powers and processes best suited to gathering\nwas unfair (from 46 issues in 2021–22 to 88 issues\nrelevant information\nin 2022–23).", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "other-pdfs/NHPO-20Annual-20Report-202022-23.pdf (https://www.nhpo.gov.au/sites/default/files/2023-11/NHPO%20Annual%20Report%202022-23.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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "This involved adopting While we welcome the general reduction in the time\na case management approach to notifications that taken to manage notifications, our office finds it\nprovides more specialised management depending troubling there has been a significant increase in the\non the: number of issues raised with us regarding concerns\nthat a decision made about a notification was unfair\n• types of concern raised\nor unreasonable (from 153 issues in 2021–22 to 227\n• level of risk posed\nissues in 2022–23) and that the notifications process\n• powers and processes best suited to gathering\nwas unfair (from 46 issues in 2021–22 to 88 issues\nrelevant information\nin 2022–23).", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "other-pdfs/NHPO-20Annual-20Report-202022-23.pdf (https://www.nhpo.gov.au/sites/default/files/2023-11/NHPO%20Annual%20Report%202022-23.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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "This is called an ‘eligible data breach’\nunder the Notifiable Data Breaches Scheme.\n• 7 complaints following an assessment,\nup from 3 in the previous year The Notifiable Data Breaches Scheme’s main purpose\n• 4 complaints after we made preliminary inquiries, is to ‘ensure individuals are notified if their personal\nup from 2 in the previous year information is involved in a data breach that is likely\n• 1 complaint as a result of a conciliation to result in serious harm’.36 At an individual level, the\nscheme ensures people are informed about a data\n• 1 complaint following an early resolution transfer\nbreach that affects them so they can take action to\n• 1 complaint following an investigation.\nreduce problems or harms from the breach.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "This is called an ‘eligible data breach’\nunder the Notifiable Data Breaches Scheme.\n• 7 complaints following an assessment,\nup from 3 in the previous year The Notifiable Data Breaches Scheme’s main purpose\n• 4 complaints after we made preliminary inquiries, is to ‘ensure individuals are notified if their personal\nup from 2 in the previous year information is involved in a data breach that is likely\n• 1 complaint as a result of a conciliation to result in serious harm’.36 At an individual level, the\nscheme ensures people are informed about a data\n• 1 complaint following an early resolution transfer\nbreach that affects them so they can take action to\n• 1 complaint following an investigation.\nreduce problems or harms from the breach.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2023-24.pdf (https://www.nhpo.gov.au/sites/default/files/2024-11/NHPO%20Annual%20report%202023-24.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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "In its report and recommendations, the committee\nAhpra’s service charter\nagreed that our suggestion for a service charter\nOur office made suggestions for improvement, should be ‘progressed as a priority’ and that the service\nparticularly during 2020–21 and 2021–22, about the charter should outline ‘when and how updates will be\nimportance of Ahpra outlining realistic expectations provided to parties during the notifications process’.9\nfor notifiers and practitioners regarding communication\nIn April 2022 Ahpra published its updated service\nand timeliness.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "In its report and recommendations, the committee\nAhpra’s service charter\nagreed that our suggestion for a service charter\nOur office made suggestions for improvement, should be ‘progressed as a priority’ and that the service\nparticularly during 2020–21 and 2021–22, about the charter should outline ‘when and how updates will be\nimportance of Ahpra outlining realistic expectations provided to parties during the notifications process’.9\nfor notifiers and practitioners regarding communication\nIn April 2022 Ahpra published its updated service\nand timeliness.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/NHPO-20annual-20report-202021-22.pdf (https://www.nhpo.gov.au/sites/default/files/2022-11/NHPO%20annual%20report%202021-22.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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "category": "Case Processing", "scale": "small", "title": "Triage queue for stuck or ageing cases", "idea": "Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.", "quote": "[Page 64]\nRegistration delays Delays in processing new applications for registration\nDelay was raised as an issue across 38 complaints\nIn previous financial years we saw a decline in the\nwe received about the processing of a new application\nnumber of issues raised with our office about a delay\nfor registration.46 However, in some cases, concerns\nin processing a registration matter (from 61 issues\nabout delay were prematurely raised during Ahpra’s\nin 2021–22 to 55 issues in 2022–23 to 34 issues\npublished timeframe for processing a new application\nin 2023–24).\nfor registration.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "category": "Case Processing", "scale": "large", "title": "End-to-end case processing redesign", "idea": "Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.", "quote": "[Page 64]\nRegistration delays Delays in processing new applications for registration\nDelay was raised as an issue across 38 complaints\nIn previous financial years we saw a decline in the\nwe received about the processing of a new application\nnumber of issues raised with our office about a delay\nfor registration.46 However, in some cases, concerns\nin processing a registration matter (from 61 issues\nabout delay were prematurely raised during Ahpra’s\nin 2021–22 to 55 issues in 2022–23 to 34 issues\npublished timeframe for processing a new application\nin 2023–24).\nfor registration.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "annual-reports/2024-25.pdf (https://www.nhpo.gov.au/sites/default/files/2025-11/NHPO%20Annual%20Report%202024-25.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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "Financial information 2014�15\nFunding arrangements\nFollowing an independent review of the office in 2014, the Australian Health Ministers� Advisory Council agreed to provide funding of $1.5 million a year for the National Health Practitioner Ombudsman and Privacy Commissioner office to employ sufficient staff to manage its statutory and operational requirements in an effective and efficient way.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "pages/annual-reports-index__21.html (https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2014-15.doc)", "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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "Financial information 2014�15\nFunding arrangements\nFollowing an independent review of the office in 2014, the Australian Health Ministers� Advisory Council agreed to provide funding of $1.5 million a year for the National Health Practitioner Ombudsman and Privacy Commissioner office to employ sufficient staff to manage its statutory and operational requirements in an effective and efficient way.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "pages/annual-reports-index__21.html (https://www.nhpo.gov.au/sites/default/files/2020-08/NHPOPC_Annual-report_2014-15.doc)", "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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "The office held its first strategic planning day in August 2016 and staff agreed to focus on four key areas in the year ahead:\nExcellence in complaints management, focusing on implementing the office�s new complaints management system\nIncreased systemic focus, to influence thinking on systemic concerns early\nProactive stakeholder engagement, to build confidence and trust\nConstant operational improvement, driven by a desire to demonstrate best practice\nThe office will continue to focus on these priorities in 2017�18.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "pages/annual-reports-index__17.html (https://www.nhpo.gov.au/sites/default/files/2020-08/Annual-Report-2016-17.doc)", "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-000725", "entity_name": "National Health Practitioner Ombudsman and Privacy Commissioner", "folder_name": "National-Health-Practitioner-Ombudsman-and-Privacy-Commissioner", "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": "The office held its first strategic planning day in August 2016 and staff agreed to focus on four key areas in the year ahead:\nExcellence in complaints management, focusing on implementing the office�s new complaints management system\nIncreased systemic focus, to influence thinking on systemic concerns early\nProactive stakeholder engagement, to build confidence and trust\nConstant operational improvement, driven by a desire to demonstrate best practice\nThe office will continue to focus on these priorities in 2017�18.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "pages/annual-reports-index__17.html (https://www.nhpo.gov.au/sites/default/files/2020-08/Annual-Report-2016-17.doc)", "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" ] } ], "legislation_administered": [], "artifacts": [ { "category": "annual-reports", "year": "2026", "url": "https://www.nhpo.gov.au/sites/default/files/2026-02/Bi-Annual%20Report%20-%20July%20to%20December%202025.pdf", "file": 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