Undertaking major reviews and investigations

The Ombudsman performs the dual functions of protecting the rights of individuals through the investigation of specific complaints and of improving public administration through the identification and investigation of concerns affecting broader sections of the community. 

To achieve this, the office has established a new Administrative Improvement Team which has provisionally identified a number of emerging topics of public interest and concern suitable for investigation.  Topics have been selected on the basis of a number of criteria that include:

  • The number of complaints received by the Ombudsman;
  • The likely public interest in the identified issue of concern;
  • The number of people likely to be affected;
  • Whether other reviews of the issue have been done recently or are in progress;
  • The potential for our investigation to improve administration across the public sector; and
  • Whether investigation of the chosen topic is the best and most efficient use of our resources.

The list is provisional as new topics that may require more urgent attention are always arising.  Alternatively, we may find after preliminary research that the agency (or agencies) involved have already taken steps to address the identified concern and our scarce resources are better used elsewhere.

Approach

Having identified a topic, the Administrative Improvement Team will carry out extensive preliminary research to assist in the planning of the scope and objectives of the investigation.  The team will advise the agency chosen for a pilot study that the project has been started and consult regularly with staff at all levels to ensure that the facts and understanding of the issue are correct and any findings are evidence based.  The agency will be given regular progress reports of findings together with the opportunity to comment on draft conclusions and any recommendations the team decide to make.  The pilot study will provide the basis for extending an investigation, where appropriate, to include other agencies.

Provisional Topics for 2009-10

  • The Management of Personal Information by State Government Agencies and Local Governments
  • The Effective Administration of Complaint Handling Systems

Click here to find out about the Provisional Topics for 2009-10.