News

Planning for children in care report tabled in Parliament, 29 November 2011

The Western Australian Ombudsman reviews investigable child deaths, identifies patterns and trends arising from these reviews and makes recommendations for improvement designed to prevent or reduce investigable child deaths.

In undertaking this role, the Ombudsman identified a need to undertake an investigation of planning for children in the care of the Chief Executive Officer of the Department for Child Protection – a particularly vulnerable group of children in the community.

The investigation involved the Department for Child Protection, the Department of Health and the Department of Education and considered, among other things, the relevant provisions of the Children and Community Services Act 2004, the internal policies of each of these departments and the recommendations arising from the Review of the Department for Community Development undertaken by Ms Prudence Ford.

In the five years since the introduction of the Children and Community Services Act 2004, these three agencies have worked cooperatively to operationalise the requirements of the Act. In short, the investigation found significant and pleasing progress on improved planning for children in care had been achieved, however, there was still work to be done.

The findings of the investigation and the 23 recommendations for improvement are detailed in the Ombudsman’s report Planning for children in care: An Ombudsman’s own motion investigation into the administration of the planning provisions of the Children and Community Services Act 2004.

Click here to read the Executive Summary >

Click here to read the Report >

Click here to read the Media Information Sheet >
Integrity in decision making - Integrity Coordinating Group Forum, 16 June 2011

Integrity in decision making was the theme of the Integrity Coordinating Group (ICG) Forum 2011 held on 16 June. The Forum was a joint initiative of the ICG, a group of independent officers who collaborate to promote and strengthen integrity in Western Australian public bodies. The ICG is comprised of the Public Sector Commissioner, the Auditor General, the Corruption and Crime Commissioner, the Western Australian Ombudsman and the Information Commissioner.

Around 200 Chief Executive Officers, senior executive staff and those involved with promoting integrity in public bodies had the opportunity to listen to the ICG members’ perspectives on integrity in decision making, and to discuss integrity issues more generally with the member bodies and each other. The ICG also launched its new suite of publications, Integrity in Decision Making.

Click here to read the ICG Chair's speech >

Click here to read the Ombudsman's speech >

Click here to go to the Integrity in Decision Making publications >
Visit to the Indian Ocean Territories, April 2011

Officers from the Western Australian Ombudsman’s office ventured further afield in the latest regional visit as part of the Regional Accessibility Program, travelling to the Indian Ocean Territories (IOT) in April 2011. Along with staff from the Commonwealth Ombudsman’s office and the Health and Disability Services Complaints Office, the officers spent time on both the Cocos (Keeling) Islands and on Christmas Island.

Under an arrangement with the Commonwealth Government, the Western Australian Ombudsman handles complaints from people in the IOT about Western Australian public authorities which are within the Western Australian Ombudsman’s jurisdiction and operate in the IOT.

The visit aimed to raise awareness of, and access to, the services of the accountability and complaint resolution agencies for people living and working in the IOT.

Click here to read more >
Ombudsman's Report The Management of Personal Information - good practice and opportunities for improvement, 28 March 2011

The Ombudsman’s own motion investigation report, The management of personal information – good practice and opportunities for improvement (the Report), was released on 28 March 2011.

The management of personal information investigation considered how selected Western Australian State Government agencies that deal with large amounts of personal information collect, disclose and share that information. This topic was selected for an own motion investigation as alleged inaccuracy and inappropriate use of personal information by public authorities has been an ongoing source of complaints to the Ombudsman.

The investigation aimed to determine how effectively selected agencies were managing personal information, and to identify good practices and learning opportunities that would benefit the public sector as a whole. A series of agreed good practice principles were used to assess the way in which selected agencies were managing the personal information they collect and hold. These principles were based on national and state legislative requirements, agency-specific legislation and internationally accepted good practice.

Click here to read more >
Ombudsman addresses Australasian and Pacific Ombudsman’s Conference, March 2011

In March 2011, the Ombudsman addressed the 26th Australasian and Pacific Ombudsman Region (APOR) Conference in Taipei, Taiwan. This was also an important opportunity to meet and exchange ideas with Ombudsmen from other countries in the region.

The Conference theme was ‘The Ombudsman and Human Rights: Protecting Human Rights and Promoting Good Governance.’ The Ombudsman presented a paper titled, The Ombudsman and the Constitution of Liberty that discussed the importance of liberty, the role of the Ombudsman in safeguarding liberty, the office of the Ombudsman and the rule of law and the need to consider the relationship between liberty and personal responsibility in the work of the office of the Ombudsman.

Click here to read the Ombudsman's speech >
'Ask the Ombudsman' on 6PR Nightline

Every three-four months, the Ombudsman appears on 6PR radio's Nightline program to take listeners calls about concerns about Western Australian public authorities and energy providers.

The Ombudsman talks to callers who have concerns about any Western Australian public authority including State Government departments, agencies and boards; government services such as hospitals, prisons, schools and technical colleges; public universities; and local governments.

Details of the Ombudsman's next appearance on Nightline will be available soon.
Ombudsman's Report 2009-10 Survey of Complaint Handling Practices in the Western Australian State and Local Government Sectors, 30 June 2010

The effective administration of complaint handling systems in state and local government organisations was identified as key area of public interest and timely for investigation by the Ombudsman's Administrative Improvement Team.

In November 2009, the Ombudsman’s office surveyed all organisations within its jurisdiction regarding their complaint handling practices. This was the third such survey conducted by our office, the last being in 2001.

The findings of the survey are detailed in the Ombudsman's Report 2009-10 Survey of Complaint Handling Practices in the Western Australian State and Local Government Sectors published on 30 June 2010.

Click here to read more >
Ombudsman's regional visit to Kalgoorlie and Geraldton, 19 June 2009

The Ombudsman visited Kalgoorlie from 4 - 6 May and Geraldton on 30 June, 1 and 2 July 2009 as part of the Regional Awareness and Accessibility Program.

The Program aims to significantly enhance awareness of, and accessibility to the Ombudsman’s services for regional Western Australians. The visits were organised with the Commissioner for Public Sector Standards, Office of Health Review, Freedom of Information Commission and Commonwealth Ombudsman who joined the Ombudsman’s office on the visit.

Events that were held as part of the visits included seminars and issues clincs for public sector agencies and local governments, a seminar for community groups, an Indigenous workshop and complaints clincs for the general public. Accountability agencies also met with regional stakeholders individually.

Click here to read more about the Regional Awareness and Accessibility Program.
New Strategic Plan released for 2009-2011, 19 June 2009

The Ombudsman is very pleased to announce the new Ombudsman Western Australia Strategic Plan for 2009-2011. The development of the plan involved significant consultation and comes after considerable improvements in the way the office carries out its work.

The Ombudsman Western Australia Strategic Plan 2009-2011 defines the vision, mission and values of our office and guides the direction of our activities and initiatives for the next three years.

Click here to read more about the Ombudsman Western Australia Strategic Plan 2009-2011
Eliminating aged complaints, 19 February 2009

Our strong focus on the consistency, efficiency and timeliness of our complaint handling process is proving very successful with significant achievements over the last six months. Since October 2008, the office has closed a further nine of our oldest cases, with these recent closures reducing the number of cases older than 18 months by 75%.

In 2009, our Consistent, Efficient and Effective Complaint Handling (CEECH) project will optimise resources to ensure these improvements are sustained in future years. Development and implementation of the CEECH project will introduce a framework and supporting systems to achieve:

  • more consistent, efficient and effective complaint handling;
  • provide staff with a number of new resources and tools to assist them to further improve the timeliness and quality of our complaint handling function; and
  • manage complaint handling risks.

The CEECH project will also ensure that the best value for all Western Australians is achieved from the costs associated with our complaints handling.

2009 Administrative Improvement Program, 19 February 2009

The Western Australian Ombudsman has two core functions:

  • Investigating and resolving complaints; and
  • Improving the standard of public administration over time.

To reinvigorate this second aspect of our work, in late 2008 the office established a new Administrative Improvement Team. The Team is led by Kim Lazenby, Assistant Ombudsman, and comprises two principal analysts, as well as other internal resources on a project by project basis.
In 2009, the Team will focus on four main areas:

  • A number of major projects, including own motion investigations (those initiated by the Ombudsman) into selected areas of public administration;
  • Establishing a three year forward program of major projects;
  • The selected review of internal investigations undertaken by agencies into matters of public administration; and
  • Continuous improvement of processes for inspecting recording keeping and reporting relating to telecommunications intercepts.

Topics for major projects and own motion investigations will be selected according to a number of criteria including:

  • Complaints received;
  • Number of people directly affected and level of public interest;
  • That the project builds on, and does not duplicate, the work of other agencies;
  • That the project represents the best and most efficient use of the office’s resources;
  • There is potential to improve public administration across the public sector; and
  • That the project will deliver a practical result that is achievable by agencies examined and, taking into account the regulatory costs of the proposed improvements, provides a net benefit for the Western Australian public.

Through all of these activities, the Team is developing an approach to its work which is rigorous, fair, clear, consistent, efficient, responsive to Parliament and the community, and which delivers benefits to all Western Australians.

Click here to read more about Helping Improve Public Administration.
New Deputy Ombudsman appointed, 30 December 2008

The office is very pleased to welcome Dr Peter Wilkins to our team as Deputy Ombudsman. Peter brings extensive public sector experience to the office of the Ombudsman and significant expertise in the operation of independent accountability agencies.  Prior to joining our team, Peter was Assistant Auditor General, Performance Review at the Western Australian Office of the Auditor General, a position he held since February 2006. Prior to this he held a number of senior positions in the Office of the Auditor General and has over twenty years experience as a public sector manager. Peter holds a Bachelor of Mechanical Engineering, a Master of Science and a PhD.

On commencing in the role on February 3, Peter said “I am very pleased to have the opportunity to work with the Ombudsman and his staff in a collective effort serving people throughout the State.  It is a vibrant organisation which has made major improvements in the handling of complaints and has launched an administrative improvement initiative, the combined effect being that Western Australians are being better served by a more accountable public sector.”

Key responsibilities for the Deputy Ombudsman in 2008-09 will include the ongoing improvements in our complaint resolution and improving public administration through the identification and investigation of concerns affecting broader sections of the community.