{ "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_global_initiatives_structured": false, "n_global_initiatives": 0, "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." }, "global_initiatives": 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": [], 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