AUSTRALIA | NSW Ombudsman’s Casebook July 2024: Investigations and complaint-handling case studies

The NSW Ombudsman’s Casebook July 2024: Investigations and complaint-handling case studies has been tabled in Parliament on 30 July 2024. The NSW Ombudsman holds agencies to account for the services they provide to the people of NSW, achieving positive outcomes for the complainants. Casebook July 2024 is the first of what will be biannual reports featuring case studies illustrating how the NSW Ombudsman achieves those outcomes. It provides a summary of investigations conducted and a sample of complaints handled by the NSW Ombudsman from 1 October 2023 to 30 June 2024.

“The Office of the NSW Ombudsman promotes positive change and fair and effective decision-making. Casebook July 2024 offers valuable insights for all government agencies, local councils and community service providers looking to improve their services and decision-making processes,” said NSW Ombudsman, Mr Paul Miller.

“Between 1 October 2023 and 30 June 2024, we finalised six investigations and made 23 recommendations. All our recommendations were accepted and six have already been fully implemented.

“We receive many more complaints than we investigate by way of formal maladministration investigation.  Our aim is to resolve complaints as early and efficiently as possible, without the need for a formal investigation. The case studies show how we might use our range of powers to resolve complaints – including making inquiries, providing comments and referrals, and offering conciliation options to the parties involved,” said Mr Miller.

Casebook July 2024 also attaches the 6 principles for effective complaint management – a guide for all public sector agencies, covering essentials such as respectful treatment, communication, timeliness and transparency. Many of the case studies can be linked to a failure to properly implement one or more of the principles, highlighting their practical importance for all agencies.

“The report shows a wide variety of circumstances in which complaints can arise, and the different ways the Ombudsman may be able to help. I encourage all members of the public to read this casebook, which I hope will help them understand their right to make a complaint, as well as the positive outcomes that can be achieved by doing so,” said Mr Miller.

Source: New South Wales Ombudsman, Australia