Our work with
Aboriginal people

Our committment

Western Australia is a vast geographical area and the original and ongoing land and home of the oldest continuous culture on earth – Aboriginal Western Australians. The Western Australian Ombudsman has a special responsibility to listen to, and engage with, all Aboriginal Western Australians living all over the state including metropolitan areas and those living regionally and remotely.

We are committed to working in a collaborative and transparent manner and by respecting Aboriginal people's right to self-determination.

Our role

The Ombudsman is an independent officer of the Western Australian Parliament. One of the Ombudsman’s principal functions is to receive, investigate and resolve complaints about public authorities (including State Government departments, statutory authorities and boards, local governments and universities).

The Ombudsman provides a free, independent and impartial service to assist members of the public to resolve their complaints. For more information, see the About us and How to make a complaint sections of our website.

The Ombudsman employs Aboriginal staff to help Aboriginal people with complaints about government services.

How the community sector can help

The Ombudsman recognises the vital role that the community sector plays in the lives of vulnerable people, including Aboriginal and Torres Strait Islander people.

If your organisation provides support, care, information or other services to Aboriginal and Torres Strait Islander people:

• Be aware of the Ombudsman’s role in handling complaints about government administration.
• The Ombudsman can be a first point of contact for complaints and concerns affecting Aboriginal people – if we aren’t able to help, there is a good chance we know who can.
• You may contact us on behalf of an Aboriginal person about complaints or concerns (with their consent).
• You may refer Aboriginal people to us.

You can contact us for more information about what we do, or ask us to meet with you to talk about our role.

How public authorities can help

State Government department and agencies, local governments and universities provide services to Aboriginal people and their families. As such, issues may arise resulting in an Aboriginal person complaining to the agency, or complaining about the agency to the Ombudsman.

Agencies should consider that often, for an Aboriginal person, making a complaint can be challenging. Agencies should be mindful of the needs of Aboriginal people when they make a complaint, and during the complaints process.

Resources

Making your complaint handling system accessible guidelines

Australian Standard AS/NZS 10002:2014 Guidelines for complaint management in organizations