Appendices

Appendix 1 - Complaints received and finalised

Complaints received and finalised table

Complaints received and finalised table

Complaints received and finalised table

Complaints received and finalised table

Complaints received and finalised table

Appendix 2

Principal Legislation


Legislation and Other Instruments Governing Other Functions

Complaints and appeals by overseas students

Public Interest Disclosures

Complaints from residents of the Indian Ocean Territories

Complaints from persons detained under terrorism legislation

Inspection of Telecommunications Interception records

Monitoring functions under the Criminal Organisations Control Act

 

Monitoring of the Infringement Notices provisions of The Criminal Code
  • The Criminal Code
  • Criminal Code Amendment (Infringement Notices) Act 2011
  • Criminal Code (Infringement Notices) Regulations 2015

Energy and Water Ombudsman

 


Other Key Legislation Impacting on the Office’s Activities

  • Auditor General Act 2006;
  • Children and Community Services Act 2004;
  • Corruption, Crime and Misconduct Act 2003;
  • Disability Services Act 1993;
  • Equal Opportunity Act 1984;
  • Financial Management Act 2006;
  • Industrial Relations Act 1979;
  • Minimum Conditions of Employment Act 1993;
  • Occupational Safety and Health Act 1984;
  • Public Sector Management Act 1994;
  • Royal Commissions Act 1968;
  • Salaries and Allowances Act 1975;
  • State Records Act 2000; and
  • State Supply Commission Act 1991.

Appendix 3

Publications

The following publications are available electronically on the Ombudsman’s website at www.ombudsman.wa.gov.au and in hard copy by request to mail@ombudsman.wa.gov.au. Publications can also be made available in alternative formats to meet the needs of people with a disability.

 

Brochures and Posters

About the Ombudsman
  • Ombudsman Western Australia Brochure
  • Ombudsman Western Australia Summary Posters
  • Ombudsman Western Australia Summary Flyer
  • Ombudsman Western Australia Brochure
  • Ombudsman Western Australia Summary Poster
  • Ombudsman Western Australia Summary Flyer
  • It’s OK to complain – Poster for Young People
  • It’s OK to complain – Postcard for Young People aged 5 – 10
  • It’s OK to complain – Postcard for Young People aged 10+

 

Guidelines and Information Sheets for Members of the Public

Making a Complaint

  • How to complain to the Ombudsman (translated into 15 community languages)
  • Making a complaint to the Ombudsman  (summary information sheet)
  • Complaining to the Ombudsman - Information for prisoners
  • Complaints by overseas students
  • Making a complaint to a State Government agency

How Complaints are Handled

  • Overview of the complaint resolution process - Information for complainants
  • How we assess complaints
  • Assessment of complaints checklist
  • Being interviewed by the office of the Ombudsman
  • Requesting a review of a decision about a complaint to the Ombudsman

 

Guidelines and Information Sheets for Public Authorities

General Information

  • Overview of the complaint resolution process - Information for public authorities
  • Information for boards and tribunals

Information Packages for Public Authorities

The following publications are available as individual documents and as a suite of documents under the headings listed:

Decision Making

  • Exercise of discretion in administrative decision making
  • Procedural fairness (natural justice)
  • Giving reasons for decisions
  • Good record keeping

Effective Complaint Handling

  • The principles of effective complaint handling
  • Effective handling of complaints made to your organisation – An overview
  • Complaint handling systems Checklist
  • Making your complaint handling system accessible
  • Guidance for Complaint Handling Officers
  • Investigation of complaints
  • Procedural fairness (natural justice)
  • Good record keeping
  • Remedies and Redress
  • Dealing with unreasonable complainant conduct
  • Managing unreasonable complainant conduct: Practice manual

Conducting Investigations

  • Conducting administrative investigations
  • Investigation of complaints
  • Procedural fairness (natural justice)
  • Giving reasons for decisions
  • Good record keeping

Management of Personal Information

  • Management of Personal Information
  • Checklist - Management of Personal Information
  • Good practice principles for the management of personal information

Integrity Coordinating Group Publications

The following publications have been produced by the Integrity Coordinating Group and are available at www.icg.wa.gov.au and via links from the Ombudsman’s website:

 

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