Our Strategic Direction

Our Vision:

Fair, accountable and responsive decision making and practices by public authorities.

Our Mission:

To serve Parliament and Western Australians by:

  • Resolving complaints about the decision making of public authorities; and
  • Improving the standard of public administration.

Our Values:

We value being fair, independent and accountable. Being accountable means being rigorous, responsible and efficient. Read more about our values.

Our Strategic Direction for 2009 - 2011:

In 2009 and beyond, the office will undertake key strategies in five areas:

  • Complaint resolution that is independent, fair and timely, raising community awareness of the office's role and increasing access to services;
  • Improved public administration through investigation of concerns that affect the broader community, recommending improvements and promoting good practice;
  • Child death review and investigation and recommendations to the Department for Child Protection and other public authorities in relation to preventable deaths of children;
  • Audit and review of statutory compliance including audit of telecommunications intercepts and review of appeals by overseas students; and
  • Good governance and maintaining a skilled and valued workforce.

Read more about our strategic direction.

Key Performance Statistics from 2008-09:

  • Over 5,500 people contacted the Ombudsman’s office during the financial year.  The majority of concerns raised with the office were dealt with informally. The office dealt with 1,238 formal complaints for investigation.
  • The number of cases on hand more than 6 months old was reduced by approximately 72%, and the number more than 12 months old was reduced by 84%.
  • In 2008-09, complaint resolution work resulted in 124 remedial actions by public authorities to assist complainants, 69 improvements to public administration and 100% of our recommendations were accepted by public authorities.
  • Improved public administration through two major projects examining:
    - Management of personal information; and
    - Effective administration of complaint handling systems.

Full details of our most recent performance results are in our Annual Report 2009-10.