Ombudsman Western Australia

Ombudsman News and Events

Raising awareness and access in Carnarvon in September 2023

The office of the Ombudsman will be visiting Carnarvon from 6 to 8 September 2023 as part of our Regional Awareness and Accessibility Program.

Regional Western Australia is absolutely central to all of Australia’s social and economic interests, making engagement with those living and working in regional Western Australia, and in particular Aboriginal Western Australians, of critical importance.

To ensure that our visit is as helpful as possible to Aboriginal Western Australians and those living and working regionally, we have coordinated with the following agencies to join us on the visit:

• The Energy and Water Ombudsman
• Telecommunications Industry Ombudsman
• Australian Financial Complaints Authority
• The Health and Disability Services Complaints Office
• The Equal Opportunity Commission

The Program includes drop-in clinics where members of the public can bring their complaints to be resolved, meetings with the Aboriginal community, and visits to, and liaison with, public authorities and community organisations.

Drop-in clinics

Wednesday 6 September 2023: 3.00 - 5.00pm
Gwoonwardu Mia Aboriginal Heritage and Cultural Centre

Friday 8 September 2023: 9.00 - 11.00am
Carnarvon Yacht Club

Aboriginal community and service provider information session

Wednesday 6 September 2023: 1.00 - 3.00pm
Gwoonwardu Mia Aboriginal Heritage and Cultural Centre

Download the Media Release
Download the Drop-in Clinic Poster
Download the Aboriginal Community Information Session Poster

IOI President attends a Bilateral Meeting under the MoU between the office of the Ombudsman of Thailand and the office of the Ombudsman of Western Australia

In September 2019, a delegation of the office of the Ombudsman of Thailand visited the office of the Ombudsman of Western Australia on the occasion of the offices signing a Memorandum of Understanding on Bilateral Cooperation (MoU). This was the first such agreement for the office of the Ombudsman of Western Australia and the first outside of Asia for the Ombudsman of Thailand.

An invitation from the Chief Ombudsman of Thailand for Western Australian Ombudsman and International Ombudsman Institute (IOI) President, Chris Field PSM, to visit Bangkok to attend the 2023 Asia Region Meeting of the IOI and International Seminar, proved a propitious occasion for the two offices to undertake a Bilateral Meeting under the MoU.

“The Ombudsman of Thailand and the office of the Ombudsman of Western Australia enjoy a long and rich history of friendship and cooperation which was further strengthened again today. Our friendship as offices mirrors the strong bilateral relationship between Thailand and Australia” said President Field.

IOI President, Chris Field PSM and Chief Ombudsman of Thailand and Asia Region President, Somsak Suwansujarit.	IOI President, Chris Field PSM and Secretary-General of the office of the Ombudsman of Thailand, Keirov Kritteeranon.
Members of the MoU Bilateral Meeting.	Chief of Staff to the IOI President, Rebecca Poole and IOI President, Chris Field PSM.
Chief of Staff to the IOI President, Rebecca Poole and IOI President, Chris Field PSM.	Chief Ombudsman of Thailand and Asia Region President, Somsak Suwansujarit.
Chief Ombudsman of Thailand and Asia Region President, Somsak Suwansujarit.	Ombudsman of Thailand, Songsak Saicheua.
Chief of Staff to the IOI President, Rebecca Poole

Raising awareness and access in the West Pilbara in May 2023

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 regionally and remotely.

Regional Western Australia is also absolutely central to all of Australia’s social and economic interests, making engagement with those living and working in regional Western Australia, including Aboriginal Western Australians, of critical importance. For this reason, the Ombudsman Western Australia undertakes a Regional Awareness and Accessibility Program to ensure awareness and accessibility regarding the office of the Ombudsman to regional and Aboriginal Western Australians.

To ensure that our visit is as helpful as possible to Aboriginal Western Australians and those living and working regionally, we have coordinated with the following agencies to join us on the visit:

• The Energy and Water Ombudsman
• The Health and Disability Services Complaints Office
• The Equal Opportunity Commission
• Consumer Protection
• Aboriginal Legal Service
• The Office of the Information Commissioner (WA)

The agencies will visit Karratha, Roebourne and Port Hedland in the West Pilbara Region from 15 to 19 May 2023.

The Program includes drop-in clinics where members of the public can bring their complaints to be resolved, meetings with the Aboriginal community, and visits to, and liaison with, public authorities and community organisations.

Download the Media Release (PDF 237 KB)
Download the Drop-in Clinic Poster (PDF 535 KB)
Download the Aboriginal Community Information Session Poster (PDF 2.7 MB)

Ombudsman at Wagin Woolorama in March 2023

The Ombudsman to hold a stall at the Wagin Woolorama, 10-11 March 2023

Staff from the offices of the Ombudsman and the Energy and Water Ombudsman will be holding an information stall at the Make Smoking History Wagin Woolorama on 10 and 11 March 2023. The Wagin Woolorama is WA's largest regional agricultural show with over 20,000 people attending.

The event is an integral part of the office's Regional Awareness and Accessibility Program, which is intended to ensure awareness and accessibility to our services by regional and Aboriginal Western Australians.

Ombudsman Chris Field said that improving awareness of the office's services, and strengthening relationships with regional communities, were key priorities.

"We want to ensure that our services are as accessible as they can possibly be to Western Australians living and working in the regions," Mr Field said.

Visitors to the show are welcome to come and speak to our staff about any concerns they may have with State Government agencies, local governments and universities or their electricity, gas or water provider. The Ombudsman's stall will be located in the Home and Lifestyle Pavilion and open from 9am on Friday 10 and Saturday 11 March 2023.

Western Australian Ombudsman provides Keynote Session to administrative law unit at the University of Western Australia, 27 January 2023

IOI President, Western Australian Ombudsman and Adjunct Professor in the School of Law at the University of Western Australia, Chris Field PSM, this week had the pleasure of providing the Keynote Session to the intensive, five-day advanced administrative law unit in the University of Western Australia law degree, Government Accountability: Law, Policy and Practice. The Unit was founded 12 years ago by the Ombudsman and Professor Simon Young, one of Australia’s leading administrative law scholars and teachers. This year the students received guest lectures from a number of leading statutory officers as well as staff of the office of the Ombudsman. The closing Q&A panel session featured three outstanding future women leaders from the office of the Ombudsman, all graduates of the School of Law at UWA. Indeed, one of these staff members, Emma Obst, undertook the course during her law degree. It was a singular pleasure for the Ombudsman to Chair this session and, more generally, have the opportunity to inculcate in students an interest in public law and policy, good governance, the rule of law and human rights.

IOI President and Western Australian Ombudsman awarded a Public Service Medal in the 2023 Australia Day Honours List, 26 January 2023

IOI President and Western Australian Ombudsman Chris Field has been awarded a Public Service Medal in the 2023 Australia Day Honours List. The honour is “For outstanding public service as Ombudsman and President of the International Ombudsman Institute.” An investiture ceremony at Government House will be held later this year. In response to receiving the award President Field said: “I am deeply humbled to have been awarded a Public Service Medal. The honour is owed to the exceptional staff of the office of the Western Australian Ombudsman and my outstanding colleagues and friends on the Board of Directors of the IOI and the Secretariat of the IOI in the office of the Austrian Ombudsman Board.”

The office of the Governor General of Australia issued this statement in relation to the prestigious honour.

“As Ombudsman, Mr Christopher James Field has transformed access to justice, established new functions and created a major own-initiative investigation team, including investigating improved planning for children in care, preventing youth suicide, preventing child drownings and preventing deaths from family and domestic violence. He is committed to supporting women in leadership, with 75 per cent of Corporate Executive positions held by women, and has created a position to promote the interests of LGBQTIA+ Western Australians and introduced the inaugural position of Assistant Ombudsman, Aboriginal Engagement and Collaboration to lead a new Aboriginal Engagement and Collaboration Team. Mr Field is well respected internationally, and is the first Australian to be elected President in the 43-year history of the International Ombudsman Institute. In his previous roles as Treasurer of the Institute he replaced a four-decade old flat fee structure, with a structure based on capacity to pay, substantially improving fairness and inclusion for Ombudsman institutions from developing democracies. As Second Vice President, Mr Field led a major organisational change that saw regions historically under-represented, including Africa and Asia, receive fairer representation on the Executive of the Institute. As President, he has led extensive engagement with supra-national bodies, particularly the United Nations. Mr Field is respected for the highest levels of personal integrity, accountability and responsibility and has operated selflessly in his service to the Parliament and citizens of Western Australia.”

Office of the Ombudsman of Western Australia commences major new Reportable Conduct Scheme function, 1 January 2023

The Office of the Ombudsman of Western Australia has commenced a major new function to monitor, oversee and review investigations into allegations of, and convictions for, child abuse.  

The Western Australian Reportable Conduct Scheme (the Scheme) commenced on 1 January 2023. The Scheme makes Western Australian children safer. The Scheme compels heads of organisations that exercise care, supervision or authority over children to notify allegations of, or convictions for, child abuse by their employees to the office of the Ombudsman and then investigate these allegations. The office of the Ombudsman will monitor, oversee and review these investigations.

The Scheme will apply to over 4000 public and private organisations. The Scheme implements key recommendations of the Royal Commission into Institutional Responses to Child Sexual Abuse and provides that child abuse in organisations will be notified to an impartial and independent body; investigated fully; and dealt with to ensure children are protected from abuse within institutions.

Chris Field, President of the International Ombudsman Institute and Western Australian Ombudsman said:

"Along with our jurisdictions to investigate child deaths and family and domestic violence fatalities, this is a major human rights function and very much in keeping with a modern Ombudsman institution and the United Nations General Assembly resolution on The role of the Ombudsman and mediator institutions in the promotion and protection of human rights, good governance and the rule of law.”

Office of the Ombudsman of Western Australia commences major new function in relation to Protected Entertainment Precincts, 1 December 2022

The Office of the Ombudsman of Western Australia will commence a major new function to monitor the operation of the Liquor Control Amendment (Protected Entertainment Precincts) Act 2022.

Chris Field, President of the International Ombudsman Institute and Western Australian Ombudsman said:

“With the passage of the Liquor Control Amendment (Protected Entertainment Precincts) Act 2022, Protected Entertainment Precincts (PEPs) are to be in place by the end of 2022. PEPs are named in honour of Giuseppe 'Pep' Raco, the victim of an unprovoked one-punch attack in Northbridge in July 2020”.

“The office of the Western Australian Ombudsman has been given a new function to monitor and keep under scrutiny the new law and must prepare a report, to be tabled in Parliament, on the operation of the law in three years. The report must indicate if our office has identified any group in the community that is particularly affected by the operation of the law and include a review of the impact of the operation of the law on any such identified group. Our report may also include recommendations about amendments that might appropriately be made to the law”.

Office of the Ombudsman of Western Australia commences major new function as the Western Australian Charitable Trusts Commission, 22 November 2022

The Office of the Ombudsman of Western Australia has commenced a major new function as the Western Australian Charitable Trusts Commission.

Chris Field, President of the International Ombudsman Institute and Western Australian Ombudsman said:

“It is a great privilege for my office to be entrusted to undertake a major new function as the Western Australian Charitable Trusts Commission following the proclamation of the Charitable Trusts Act 2022. There is a particular importance to charitable trusts in Western Australia given many are established for the purpose of advancing the interests of Aboriginal Western Australian communities and can amount to tens of millions of dollars arising from settlements and determinations of Native Title claims”.

“As with all new functions undertaken by our office, we have been fully funded to discharge this important new role, including in this case, to undertake investigations with the power of a standing Royal Commission and to travel to regional and remote Aboriginal communities to engage directly with the intended beneficiaries of the trusts in order to ensure that charitable trusts operate to further the interests of the communities they were designed to assist”.

“Following the passage of the Bill, the Honourable John Quigley MLA Attorney General stated that “These new laws give Western Australia the most rigorous and comprehensive charitable trusts legislation across Australia and in New Zealand." This new law is not just welcomed on the basis that it will significantly assist to ensure that monies are spent lawfully for their intended beneficiaries, but also because it will advance the inalienable and fundamental human rights of Aboriginal Western Australians”.

Ombudsman tables major own motion investigation report in Parliament, Investigation into family and domestic violence and suicide, 20 October 2022

On Thursday 20 October 2022, the Western Australian Ombudsman and President of the International Ombudsman Institute tabled in Parliament the report of his major own motion investigation titled Investigation into family and domestic violence and suicide.

The investigation commenced following the Ombudsman’s identification of the need to undertake a major own motion investigation into family and domestic violence and suicide while undertaking his important responsibilities of reviewing family and domestic violence fatalities and child deaths.

The report includes a comprehensive set of state-wide data relating to 68 women and child victims of family and domestic violence who died by suicide in 2017 and their prior interactions with State government departments and authorities.

The Ombudsman’s investigation has found that a range of work has been undertaken by State government departments and authorities to administer their relevant legislative responsibilities to support the safety of women and children experiencing family and domestic violence. However, the Ombudsman found that there is important further work that should be done, including a range of opportunities across all stages of the service spectrum to improve the identification of, and responses to, family and domestic violence in Western Australia.

The investigation also identified the need for State government departments and authorities to use a trauma informed approach when working with people who have experienced multiple circumstances of vulnerability, including in responding to family and domestic violence and suicidality.

Ombudsman Chris Field said:

“There is much good work being done by State government departments and authorities to prevent men’s vile and criminal violence against women and the trauma and tragedy that results from this violence, but we can and must do more.”

“Arising from my findings, I have made nine recommendations to four government agencies about ways to prevent or reduce family and domestic violence related deaths by suicide. I am very pleased that each agency has agreed to these recommendations and has, more generally, been highly co-operative, responsive and positively engaged with our investigation.”

“Finally, I extend my deepest personal sympathy and condolences to all Western Australian families, friends and communities impacted by the tragic and immeasurable loss of life of a loved one who has died by suicide. It is my sincerest hope that the recommendations of this investigation will contribute to preventing these tragic deaths in the future.”

Read more about the Investigation into family and domestic violence and suicide.

Read the Ombudsman's Presentation to Members of Parliament

 

Ombudsman releases a report on giving effect to the recommendations arising from An investigation into the Office of the Public Advocate’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley, 18 October 2022

On 18 October 2022, the Ombudsman released his report on giving effect to the recommendations arising from An investigation into the Office of the Public Advocate’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley.

On 2 March 2021, the Honourable John Quigley MLA, Attorney General, wrote to the Ombudsman requesting an investigation into the Office of the Public Advocate’s (OPA) role in notifying the family of Mrs Joyce Savage of the death of Mrs Savage. The Attorney General also requested that the Ombudsman include in his investigation, the circumstances of OPA’s notification to the families of Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mr Ayling and Mr Hartley.

On the same day, in accordance with section 16(1) of the Parliamentary Commissioner Act 1971, the Ombudsman initiated an investigation into OPA’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley (Investigation).

As a result of the Investigation, the Ombudsman formed a number of opinions regarding OPA’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley.

Arising from these opinions, the Ombudsman made seven recommendations to OPA. Pleasingly, OPA agreed to all seven recommendations. As with all of the Ombudsman’s own motion investigations, twelve months after tabling the report of an investigation in Parliament, the Ombudsman reports to Parliament on the steps taken to give effect to the recommendations arising from an investigation.

Western Australian Ombudsman Chris Field said:

“Having very carefully considered the information provided by OPA regarding their implementation of the seven recommendations, I am pleased to report that I am of the view that OPA has taken steps to give effect to each of the seven recommendations. In no instance have I found that no steps have been taken to give effect to a recommendation. This is an important and pleasing outcome.

I am also pleased to report that the Public Advocate and her staff have been highly cooperative, open and timely during the undertaking of the Investigation and this report. A preparedness to accept oversight and accountability and take positive steps to improve the provision of their essential services to some of Western Australia’s most vulnerable citizens reflects very well on OPA. 

I again express my sincerest condolences to the families on the passing of Mrs Savage, Mr Ayling and Mr Hartley. I hope it is a level of comfort for each family that the Investigation, and OPA’s response, has resulted in clear improvements to the way that OPA notifies families upon the death of a loved one”.

Read the Report

 

Raising awareness and access in the East Pilbara, 17 October 2022

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 regionally and remotely.

Regional Western Australia is also absolutely central to all of Australia’s social and economic interests, making engagement with those living and working in regional Western Australia, including Aboriginal Western Australians, of critical importance. For this reason, the Ombudsman Western Australia undertakes a Regional Awareness and Accessibility Program to ensure awareness and accessibility regarding the office of the Ombudsman to regional and Aboriginal Western Australians.

To ensure that our visit is as helpful to Aboriginal Western Australians and those living and working regionally, we have coordinated with the following agencies to join us on the visit:

• The Energy and Water Ombudsman
• The Commonwealth Ombudsman
• The Health and Disability Services Complaints Office
• The Equal Opportunity Commission
• The Office of the Information Commissioner (WA)

The agencies will visit Newman, Tom Price and Paraburdoo in the East Pilbara Region from 14 to 18 November 2022.

The Program includes drop-in clinics where members of the public can bring their complaints to be resolved, meetings with the Aboriginal community, and visits to, and liaison with, public authorities and community organisations.

Download the Media Release (PDF 237KB)

Download the Drop-in Clinic Poster (PDF 349KB)

Download the Aboriginal Community Information Session Poster (PDF 2.6MB)

 

Ombudsman releases a report on giving effect to the recommendations arising from the Investigation into the handling of complaints by the Legal Services and Complaints Committee, 21 September 2022

On 21 September 2022, the Western Australian Ombudsman and President of the International Ombudsman Institute released his report on giving effect to the recommendations arising from the Investigation into the handling of complaints by the Legal Services and Complaints Committee.

Following a request to the Ombudsman by the Honourable John Quigley MLA, Attorney General, to consider the handling of complaints by the Legal Profession Complaints Committee (the LPCC), the Ombudsman completed an investigation into the handling of complaints by the LPCC on 11 December 2020.

In the report of the investigation (the Investigation Report), the Ombudsman set out a series of opinions regarding the handling of complaints by the LPCC. Arising from these opinions, the Ombudsman made thirteen recommendations to the LPCC. This report sets out the steps taken by the now Legal Services and Complaints Committee (LSCC) to give effect to the Ombudsman’s recommendations.

The Investigation Report identified serious problems with the timeliness of the LSCC’s handling of complaints as well as its lack of key performance indicators, inadequate public reporting and lack of a modern electronic system for complaints management. Accordingly, it is pleasing that the response to the Investigation Report by the LSCC has been timely and effective.

Western Australian Ombudsman Chris Field said:

“Following over a decade of indications that the LSCC would institute an electronic complaints management system, in the Investigation Report I recommended that the LSCC implement an electronic complaints management system by no later than the end of the financial year 2021-22 and should aim to do so by December 2021. The LSCC has given effect to my recommendation and implemented an electronic complaints management system, slightly ahead of the time I recommended, ending over a decade of delay. In the Investigation Report, I further recommended that the LSCC achieved the closure of very aged complaints. Again, the LSCC has done so, and again ahead of the time that I recommended”.

“Overall, the LSCC has either given effect, taken steps to give effect, or steps have been proposed to give effect, to all thirteen recommendations in the Investigation Report”.

Read the Report

 

Ombudsman Western Australia Annual Report 2021-22 tabled in Parliament, 21 September 2022

The Western Australian Ombudsman has tabled his 2021-22 annual report in Parliament. The report outlines the work of the Office for the year, including:

• We finalised 97% of complaints within 3 months.
• Since 2007, we have:
  - Decreased the age of complaints from 173 days to 37 days; and
  - Reduced the cost of resolving complaints by 41%.

• 100% of our recommendations were accepted for the fifteenth consecutive year.
• In relation to our important function to review child deaths and family domestic violence fatalities, we:
  - Received 27 investigable child deaths;
  - Received 9 reviewable family and domestic violence fatalities; and
  - Made 10 recommendations about ways to prevent or reduce these deaths and fatalities.
• We tabled in Parliament A report on the steps taken to give effect to the recommendations arising from Preventing suicide by children and young people 2020 and An investigation into the Office of the Public Advocate’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley.
• We undertook a range of work to implement our inaugural Aboriginal Action Plan.
• We enhanced awareness and access to the Office for children and young people through a range of mechanisms.
• We enhanced regional awareness and access to the Office through a visit to Kununurra, Wyndham and Halls Creek in the East Kimberley Region, Broome, Derby and Fitzroy Crossing in the West Kimberley Region, and an information stall at the Dowerin Machinery Field Days agricultural show.

Ombudsman attends 16 Days in WA to Stop Violence Against Women launch event

November 25 is the International Day for the Elimination of Violence Against Women. The United Nations has, over a number of decades, sought to elevate the issue of violence against women to an issue of fundamental human rights requiring international attention. This has included adopting the Declaration on the Elimination of Violence against Women and the Convention on the Elimination of All Forms of Discrimination against Women, with gender-based violence considered a form of discrimination. More recently, the United Nations has established targets pertaining to the elimination of all forms of discrimination and violence against women and girls as part of the gender equality goal in their Sustainable Development Goals.

On this day, Chris Field, Western Australian Ombudsman and President of the International Ombudsman Institute was honoured to attend the 16 Days in WA to Stop Violence Against Women Launch Event for 2021, held at the Art Gallery of Western Australia.

The event was led by the Premier of Western Australia; Treasurer; Minister for Public Sector Management; Federal-State Relations, the Hon. Mr Mark McGowan MLA; the Minister for Child Protection; Women's Interests; Prevention of Family and Domestic Violence; Community Services, the Hon. Ms Simone McGurk MLA; and Aboriginal and Torres Strait Islander Social Justice Commissioner, Ms June Oscar AO and proud Bunuba woman from the remote town of Fitzroy Crossing in Western Australia’s Kimberley region.

Collectively, offices of the Ombudsman globally stand resolute with every survivor of violence. They acknowledge their extraordinary courage and power. They stand united in their commitment to change. They stand ready for the change for which they should not just argue – they should lead. At a time of a ‘Shadow Pandemic’ of gender-based violence, the role of the Ombudsman institution in addressing the scourge of violence against women has never been more important.

 

A report on the steps taken to give effect to the recommendations arising from Preventing suicide by children and young people 2020, 30 September 2021

“As Ombudsman, I have an important responsibility to review child deaths. Arising from my responsibility to review child deaths, I undertook a major own motion investigation, Preventing suicide by children and young people 2020 (the Investigation), tabled in Parliament on 24 September 2020,” said Ombudsman, Mr. Chris Field.

“Arising from my findings in the Investigation, I made seven recommendations about ways to prevent or reduce deaths of children and young people by suicide. The Mental Health Commission, Department of Health, Department of Communities and Department of Education each agreed to these recommendations.” said Mr Field.

“In 2016-17, I gave a commitment to Parliament that, following the tabling of each major own motion investigation, my Office would undertake a comprehensive review of the steps taken by government agencies to give effect to our recommendations and then table the results of this review in Parliament twelve months after the tabling of the major own motion investigation. Accordingly, I am now pleased to provide Parliament with A report on the steps taken to give effect to the recommendations arising from Preventing suicide by children and young people 2020, September 2021.” said Mr Field.

“I am very pleased to report to Parliament that in relation to the recommendations I have found that steps have been taken, and are proposed to be taken, to give effect to the recommendations. In no instance have I found that no steps have been taken to give effect to the recommendations.” said Mr Field.

“In undertaking the review of the steps taken by the agencies to give effect to the recommendations, it is very evident to me that there is a particularly positive and very pleasing emphasis on strong cooperation and collaboration between the agencies. This is vitally important as the tragedy of suicide by children and young people cannot be prevented by a single program, service or agency working in isolation. Accordingly, I take this opportunity to commend and thank the Mental Health Commission, Department of Health, Department of Communities and Department of Education on this approach.” said Mr Field.

“The work of my Office in ensuring that the recommendations of the Investigationare given effect does not end with the tabling of this report. My Office will continue to monitor and report on the steps taken to give effect to the recommendations arising from the Investigation.” said Mr Field.

“Finally, I extend my deepest personal sympathy and condolences to all Western Australian families, friends, students and communities impacted by the tragic and immeasurable loss of life of a child or young person by suicide. It is my sincerest hope that the recommendations of the Investigation, and the very positive steps that have been taken, and are proposed to be taken, by the four government agencies to give effect to the recommendations, will contribute to preventing these tragic deaths in the future.” said Mr Field.

Read more about A report on the steps taken to give effect to the recommendations arising from Preventing suicide by children and young people 2020

Ombudsman Western Australia Annual Report 2020-21 tabled in Parliament, 28 September 2021

The Western Australian Ombudsman has tabled his 2020-21 annual report in Parliament. The report outlines the work of the Office for the year, including:

• We finalised 96% of complaints within 3 months. 
• Since 2007, we have:
  - Decreased the age of complaints from 173 days to 45 days; and
  - Reduced the cost of resolving complaints by 36%. 
• 100% of our recommendations were accepted for the fourteenth consecutive year. 
• In relation to our important function to review child deaths and family domestic violence fatalities, we:
  - Received 40 investigable child deaths;
  - Received 9 reviewable family and domestic violence fatalities; and
  - Made 14 recommendations about ways to prevent or reduce these deaths and fatalities
• We tabled in Parliament a major own motion investigation report, Preventing suicide by children and young people 2020, which included a report on giving effect to the recommendations arising from the Ombudsman’s Investigation into ways that State Government departments and authorities can prevent or reduce suicide by young people 2014 and a further investigation into ways that State Government departments and authorities can prevent or reduce suicide by children and young people.
• We undertook a range of work to implement our inaugural Aboriginal Action Plan.
• We enhanced awareness and access to the Office for children and young people through a range of mechanisms.
• We enhanced regional awareness and access to the Office through a visit to Northam and Merredin in the Wheatbelt Region, a visit to the Indian Ocean Territories, a webinar for community service organisations across the Pilbara Region, and an information stall at the Wagin Woolorama Agricultural Show.

Raising awareness and access in the West Kimberley, 27 September 2021

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 regionally and remotely.

Regional Western Australia is also absolutely central to all of Australia’s social and economic interests, making engagement with those living and working in regional Western Australia, including Aboriginal Western Australians, of critical importance. For this reason, the Ombudsman Western Australia undertakes a Regional Awareness and Accessibility Program to ensure awareness and accessibility regarding the office of the Ombudsman to regional and Aboriginal Western Australians.

To ensure that our visit is as helpful to Aboriginal Western Australians and those living and working regionally, we have coordinated with the following agencies to join us on the visit:

• The Energy and Water Ombudsman
• The Health and Disability Services Complaints Office
• The Equal Opportunity Commission
• The Corruption and Crime Commission
• Consumer Protection

The agencies will visit Broome, Derby and Fitzroy Crossing in the West Kimberley Region from 25 to 29 October 2021.

The Program includes drop-in clinics where members of the public can bring their complaints to be resolved, meetings with the Aboriginal community, and visits to, and liaison with, public authorities and community organisations.

Download the Media Release (PDF 192kb)
Download the Drop-in Clinic Poster (283kb)
Download the Aboriginal Community Information Session Poster (PDF 2.6Mb)

Raising awareness and access in the East Kimberley, 29 July 2021

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 regionally and remotely.

Regional Western Australia is also absolutely central to all of Australia’s social and economic interests, making engagement with those living and working in regional Western Australia, including Aboriginal Western Australians, of critical importance. For this reason, the Ombudsman Western Australia undertakes a Regional Awareness and Accessibility Program to ensure awareness and accessibility regarding the office of the Ombudsman to regional and Aboriginal Western Australians.

To ensure that our visit is as helpful to Aboriginal Western Australians and those living and working regionally, we have coordinated with the following agencies to join us on the visit:

• The Energy and Water Ombudsman
• The Commonwealth Ombudsman
• The Health and Disability Services Complaints Office
• The Equal Opportunity Commission
• The Corruption and Crime Commission
• Consumer Protection

The agencies will visit Halls Creek and Kununurra in the East Kimberley Region from 30 August to 3 September 2021.

The Program includes drop-in clinics where members of the public can bring their complaints to be resolved, meetings with the Aboriginal community, and visits to, and liaison with, public authorities and community organisations.

Download the Media Release (PDF 196kb)
Download the Drop-in Clinic Poster (302kb)
Download the Aboriginal Community Information Session Poster (PDF 2.6Mb)

Ombudsman at Dowerin Field Days

Staff from the offices of the Ombudsman and the Energy and Water Ombudsman will be holding an information stall at the Dowerin GWN Machinery Field Days, on 25-26 August 2021. The Dowerin GWN7 Machinery Field Days is located in the Central Wheatbelt and is the largest event of its kind in Western Australia.

The event is an integral part of the office’s Regional Awareness and Accessibility Program, which is intended to ensure awareness and accessibility to our services by regional and Aboriginal Western Australians.

Ombudsman Chris Field said that improving awareness of the office’s services, and strengthening relationships with regional communities, were key priorities.

“We want to ensure that our services are as accessible as they can possibly be to Western Australians living and working in the regions,” Mr Field said.

Visitors to the show are welcome to come and speak to our staff about any concerns they may have with State Government agencies, local governments and universities or their electricity, gas or water provider. The Ombudsman’s stall will be located in the All Flags Lifestyle Pavilion at Site 560 and open from 8am to 5pm Wednesday 25 August and Thursday 26 August 2021.

For more information about the event, go to www.dowerinfielddays.com.au.

Ombudsman releases An investigation into the Office of the Public Advocate’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley

On Thursday 8 July 2021, the Ombudsman released his investigation report, An investigation into the Office of the Public Advocate’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley.

The report arose following a request to the Ombudsman, on 2 March 2021, by the Honourable John Quigley MLA, Attorney General, to investigate the Office of the Public Advocate’s (OPA) role in notifying the family of Mrs Joyce Savage of the death of Mrs Savage. The Attorney General also requested that the Ombudsman include in his investigation the circumstances of OPA’s notification to the families of Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mr Ayling and Mr Hartley.

On the same day, in accordance with section 16(1) of the Parliamentary Commissioner Act 1971, the Ombudsman initiated an investigation into OPA’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley (the Investigation).

Mrs Savage’s daughter, Ms Kaye Davis, Mr Ayling’s son, (also named) Mr Robert Ayling and Mr Hartley’s brother, Mr Phillip Hartley, were contacted as part of the Investigation and each made themselves available during the Investigation to talk about their experiences and views. These experiences and views have informed this report of the Investigation (the Report) and it the Ombudsman’s hope that the Report can, in turn, provide information to Ms Davis, Mr Ayling and Mr Hartley that is of assistance to them.

Ombudsman Chris Field said:

“I express my sincerest condolences to the families on the passing of Mrs Savage, Mr Ayling and Mr Hartley.”

“A person for whom OPA has been appointed as their guardian is a ‘represented person’. This was the case for Mrs Savage, Mr Ayling and Mr Hartley. Each was a represented person. But Mrs Savage, Mr Ayling and Mr Hartley were more than represented people. Each led a long life, was a family member and a contributor to their communities. Any delay in notifying a family of the death of a family member will, of course, be upsetting for a family. Further, the delay does not give the dignity to the person’s passing that they should, and must, be afforded.”

“As a result of the Investigation, I have formed a number of opinions regarding OPA’s role in notifying the families of Mrs Joyce Savage, Mr Robert Ayling and Mr Kenneth Hartley of the deaths of Mrs Savage, Mr Ayling and Mr Hartley.”

“Arising from these opinions, I have made seven recommendations to OPA. I am very pleased that OPA has agreed to all seven recommendations. I will actively monitor the steps taken by OPA to give effect to my recommendations. In my view, these seven recommendations, when implemented, will be responsive to the families of Mrs Savage, Mr Ayling and Mr Hartley, but also ensure that in the future OPA does, without delay, notify family upon the death of a loved one.”

Read the Report.

Ombudsman commences term as President of the International Ombudsman Institute

Chris Field, Ombudsman, commenced his four-year term as President of the International Ombudsman Institute on 27 May 2021 at the Closing Ceremony of the 12th quadrennial World Conference of the Institute held (virtually) in Dublin. The Ceremony was attended by the Honourable Gary Gray AO, Australian Ambassador to Ireland. The Institute represents 205 Ombudsman institutions from more than 100 countries.

This marks the first time in the 43-year history of the Institute that an Australian has been elected President. Among his first priorities will be strong engagement with the United Nations following the recent adoption by the General Assembly of the resolution, The role of Ombudsman and mediator institutions in the promotion and protection of human rights, good governance and the rule of law.

Chris is also deeply committed to advancing the strategic, investment, trade and cultural relationships of Western Australia globally, and particularly in the Asia Pacific, a region so vital to Western Australian interests.

His Closing Ceremony address can be found here.

Raising awareness and access in the Indian Ocean Territories

Now in its thirteenth year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Ombudsman to regional, remote and Aboriginal Western Australians.

The latest visit in the Program will be conducted in Cocos (Keeling) Islands from 15 to 18 June and Christmas Island from 18 to 25 June 2021, and is coordinated with the Health and Disability Services Complaints Office, the Equal Opportunity Commission and the Department of Mines, Industry Regulation and Safety (Consumer Protection).

Under an arrangement with the Commonwealth Government, the Ombudsman handles complaints from people in the Indian Ocean Territories about the local governments and Western Australian public authorities that provide services on the islands.

The Program includes drop-in clinics where members of the public can bring their concerns to us (that they have not been able to resolve directly with public authorities) and visits to, and liaison with, public authorities and community organisations.

Download the Media Release

Download the Cocos (Keeling) Islands Visit Poster

Download the Christmas Island Visit Poster

Raising awareness and access in the Wheatbelt

The Ombudsman raises awareness and accessibility in Northam and Merredin in the Wheatbelt Region, 29 to 31 March 2021

Now in its thirteenth year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Ombudsman to regional and Aboriginal Western Australians.

The Program is coordinated with the Energy and Water Ombudsman, the Commonwealth Ombudsman, the Health and Disability Services Complaints Office and the Equal Opportunity Commission, and the latest visit will be conducted in Northam and Merredin in the Wheatbelt Region from 29 to 31 March 2021.

The Program includes an information stall and complaints clinics where members of the public can bring their concerns to us (that they have not been able to resolve directly with public authorities or providers of energy and water services), meetings with the Aboriginal community, and visits to, and liaison with, public authorities and community organisations.

Download the Media Release (PDF 191KB)

Download the Complaint Clinic Poster (PDF 254KB)

Download the Aboriginal Community Information Session Poster (PDF 2.58MB)

Ombudsman at Wagin Woolorama

The Ombudsman to hold a stall at the Wagin Woolorama, 5-6 March 2021

Staff from the offices of the Ombudsman and the Energy and Water Ombudsman will be holding an information stall at the Make Smoking History Wagin Woolorama on 5 and 6 March 2021. The Wagin Woolorama is WA’s largest regional agricultural show and 25,000 people attended in 2020.

The event is an integral part of the office’s Regional Awareness and Accessibility Program, which is intended to ensure awareness and accessibility to our services by regional and Aboriginal Western Australians.

Ombudsman Chris Field said that improving awareness of the office’s services, and strengthening relationships with regional communities, were key priorities.

“We want to ensure that our services are as accessible as they can possibly be to Western Australians living and working in the regions,” Mr Field said.

Visitors to the show are welcome to come and speak to our staff about any concerns they may have with State Government agencies, local governments and universities or their electricity, gas or water provider. The Ombudsman’s stall will be located in the Home and Lifestyle Pavilion and open from 9am to 6pm Friday 5 March and 9am to 5pm Saturday 6 March 2021.

UN Resolution on the Ombudsman Institution

President-elect of the International Ombudsman Institute (IOI) and Western Australian Ombudsman, Chris Field, has welcomed the United Nations (UN) resolution on the Ombudsman institution, which was adopted by the UN General Assembly on 16 December 2020.

The resolution was proposed by the Kingdom of Morocco and co-sponsored by 91 countries, including Australia. It represents the culmination of the IOI’s work to develop a closer relationship with the UN, led by Irish Ombudsman Peter Tyndall and President of the IOI. The IOI is the only global organization for the cooperation of independent Ombudsman institutions. The IOI represents over 200 members from more than 100 different countries all over the world and its General Secretariat is provided by the Austrian Ombudsman Board and is based in Vienna.

Peter Tyndall said: “The resolution provides strong endorsement of the Principles on the Protection and Promotion of the Ombudsman Institution - the Venice Principles. It establishes these principles as the new global standard for the Ombudsman”. The Venice Principles, the equivalent of the Paris Principles for National Human Rights Institutions, are 25 principles that protect and promote the Ombudsman institution.

IOI Secretary General and Austrian Ombudsman Werner Amon said: “This is an important step to strengthen independent and autonomous Ombudsman institutions worldwide and to raise awareness at international level for the essential role they play in the protection and promotion of human rights. It confirms and reinforces the importance of a close cooperation of our organization with the UN”.

Chris Field said: “I wish to acknowledge, and sincerely thank, the Australian Government for its support of the resolution”.

Consultation on proposed Reportable Conduct Scheme

The Royal Commission into Institutional Responses to Child Sexual Abuse found that organisations need to improve their responses to child abuse and recommended that state and territory governments set up schemes which oblige heads of organisations to notify an independent body of misconduct involving children, known as reportable conduct, by their employees, volunteers and contractors.

The Green Bill to establish a Reportable Conduct Scheme in Western Australia has been developed for consultation.

The proposed Bill will also make amendments to the Working with Children (Criminal Record Checking) Act 2004 (WA) so that reportable conduct findings can cause an assessment or re-assessment of a person who has a Working with Children Check card.

If you are interested in making a submission on the Green Bill, please send your comments to the Ombudsman via email at:
reportableconduct@ombudsman.wa.gov.au.

For a copy of the Green Bill - click here

For a copy of the Acts amended by this Bill (Blue Bills) including:

• The Parliamentary Commissioner Act 1971 - click here
• The Working With Children (Criminal Record Checking) Act 2004 - click here

For an Information Sheet about the proposed Reportable Conduct Scheme - click here

All submissions must be received by 31 January 2021.

Ombudsman elected President of World body

Western Australian Ombudsman, Chris Field, has been elected President of the International Ombudsman Institute (the IOI).  It is the first time in the 42-year history of the IOI that an Australian has been elected President.

The IOI, established in 1978, is the global organisation for the cooperation of 205 independent Ombudsman institutions from more than 100 countries worldwide. The IOI is organised in six regional chapters - Africa, Asia, Australasian and Pacific, Europe, the Caribbean and Latin America and North America.

His appointment also marks the first time that a President has been elected by IOI members. Historically, Presidents were elected by the IOI World Board. A new voting system, applicable for the first time in the 2020 election, provided the opportunity for every IOI member globally to vote for the position of President.

Chris will commence his term as President at the rescheduled 12th World Conference and General Assembly of the IOI in Dublin, Ireland.

Chris will bring significant experience to the role of President. He is currently Australia’s longest serving ombudsman and has previously served on the IOI World Board as Second Vice President between 2016 and 2020, Treasurer between 2014 and 2016 and President of the Australasian and Pacific Ombudsman Region between 2012 and 2014.

In addition to his role as Ombudsman, he concurrently holds the roles of Energy and Water Ombudsman, Chair, State Records Commission and Chair, Accountability Agencies Collaborative Forum (a forum comprised of: the Ombudsman; Chief Psychiatrist; Information Commissioner; Commissioner for Equal Opportunity; Inspector of Custodial Services; Commissioner for Children and Young People;  Director, Health and Disability Services Complaints Office; Director, State Records Office; Director of Equal Opportunity in Public Employment; Chief Mental Health Advocate; and the Commissioner for Victims of Crime).

He has for the last fourteen years been an Adjunct Professor in the School of Law at the University of Western Australia where he teaches the advanced administrative law unit Government Accountability – Law and Practice, a course he founded with Professor Simon Young (co-author of the university textbook Lane and Young, Administrative Law in Australia). Chris is also the author of a range of publications on the ombudsman and administrative law.

Of his appointment as President, Chris said he hoped to “continue the productivity, professionalism and collegiality that have defined the Board’s work and seeking to continue the outstanding leadership provided by his close colleague, current President, Peter Tyndall, Ombudsman and Information Commissioner for Ireland.”

To do so, he will work alongside his IOI World Board colleagues, an Executive Committee of the Board comprised of: himself; First Vice President, Mr Viddhavat Rajatanun, Chief Ombudsman of Thailand; Second Vice President, Ms Diane Welborn, Ombudsman for Dayton and Montgomery County, Ohio; Treasurer, Ms Caroline Sokoni, Public Protector of Zambia; and Regional Presidents for Europe and the Caribbean and Latin America.

Chris will also work closely with Mr. Werner Amon, Austrian Ombudsman and Secretary General of the IOI. The Austrian government generously provides funding to the office of the Austrian Ombudsman to provide a staff secretariat to support the work of the IOI, led by the Secretary General who is also one of three Austrian Ombudsmen.

His goals for his term as President are:

1.	Contribute leadership on behalf of the global ombudsman community with respect to issues that nations face regarding integrity and good governance;
2.	Focus the work of the IOI on promoting access to justice, contributing to the rule of law, advancing human rights, protecting minorities, first peoples and the vulnerable, standing strongly with ombudsmen under threat and supporting developing democracies and emerging ombudsman institutions;
3.	Further develop the IOI’s relationship with the United Nations, including promoting the Venice Principles.  The Venice Principles, adopted by the Venice Commission (the Council of Europe’s Commission for Democracy through Law), represent the first, independent, international set of standards for the Ombudsman institution. They are the equivalent of the United Nation’s Paris Principles which set out the standards against which national human rights institutions are judged; and
4.	Ensure inclusion of every IOI region and member so that all voices are fairly represented and heard.

“I am certainly hopeful that, in my role of President, I can in any way that is appropriate to do so, advance Western Australia’s interests, including with our great friends, trading and cultural partners in the Asia Pacific Region where my office already has longstanding highly positive senior relationships”.   

“As President, I will play one small role, among so many who contribute so much, but any opportunity to serve Western Australia will be an extraordinary honour” said Chris.

Preventing suicide by children and young people 2020, 24 September 2020

“As part of my responsibility to review the deaths of Western Australian children I present to Parliament, Preventing suicide by children and young people 2020. The report is comprised of three volumes: Volume 1 an executive summary; Volume 2 an examination of the steps taken to give effect to the recommendations arising from the report of my 2014 major own motion investigation, Investigation into ways that State government departments and authorities can prevent or reduce suicide by young people (the 2014 Investigation); and Volume 3, the report of my 2020 major own motion investigation, Investigation into ways that State government departments and authorities can prevent or reduce suicide by children and young people (the 2020 Investigation),” said Western Australian Ombudsman, Mr Chris Field.

“The 2014 Investigation examined the deaths of 36 young people aged 14 to 17 years. Arising from my findings, I made 22 recommendations to four agencies, namely, the Mental Health Commission, Department of Health, Department of Education and the (then) Department for Child Protection and Family Support, all of which were accepted by these agencies. I am very pleased to report to Parliament that I have found that steps have been taken or are proposed to be taken (or both) for each of the 22 recommendations as set out in Volume 2 of the report”, said Mr Field.

The 2020 Investigation examines a further 79 deaths by suicide that occurred following the 2014 Investigation, as set out in Volume 3. The 2020 Investigation examines what is known about suicide and self-harm by Western Australian children and young people, the research literature, current strategic frameworks, and data obtained during our investigation. Significantly, it also collates State-wide suicide and self-harm data relating to Western Australian children and young people over the 9 years from 1 July 2009 to 30 June 2018 for the first time, including:

• deaths by suicide; and
• hospital admissions and emergency department attendances for self-harming and suicidal behaviour. 

“Arising from the 2020 Investigation, I have made seven recommendations to four government agencies about preventing suicide by children and young people, including the development of a suicide prevention plan for children and young people to focus and coordinate collaborative and cooperative State government efforts. I am very pleased that each agency has agreed to these recommendations and has, more generally, been positively engaged with our investigation. These recommendations are notable not by their number, but by the fact that we have sought to make highly targeted, achievable recommendations regarding critical issues. Further we have ensured that the recommendations do not duplicate the work of other investigations and inquiries,” said Mr Field.

“The new information gathered, presented and comprehensively analysed in the 2020 Investigation will be, I believe, a very valuable repository of knowledge for government agencies, non-government organisations and other institutions in the vital work that they undertake in developing and assessing the efficacy of future suicide prevention efforts in Western Australia,” said Mr Field.

Preventing suicide by children and young people is a shared responsibility requiring collaboration, cooperation and a common understanding of past deaths, risk assessment and responsibilities. The complex and dynamic nature of the risk and protective factors associated with suicide requires a varied and localised response, informed by data about self-harm and suicide, and other indicators of vulnerability experienced by our children and young people. Ultimately, suicide by children and young people will not be prevented by a single program, service or agency working in isolation. Preventing suicide by children and young people must be viewed as part of the core, everyday business of each agency working with children and young people.

“The 115 children and young people who died by suicide considered as part of my 2014 and 2020 Investigations will not be forgotten by their parents, siblings, extended family, friends, classmates and communities. I extend my deepest personal sympathy to all that continue to grieve their immeasurable loss,” said Mr Field.

“It is my sincerest hope that the extensive new information in this report about suicide by children and young people, and its recommendations, will contribute to preventing these most tragic deaths in the future,” said Mr Field.

Read more about the Ombudsman’s report Preventing suicide by children and young people 2020:

Volume 1: Ombudsman’s Foreword and an Executive Summary

Volume 2: A report on giving effect to the recommendations arising from the Ombudsman’s Investigation into ways that State government departments and authorities can prevent or reduce suicide by young people 2014

Volume 3: Investigation into ways that State government departments and authorities can prevent or reduce suicide by children and young people

Ombudsman releases 2019-20 Annual Report, 17 September 2020

The Western Australian Ombudsman has tabled his 2019-20 annual report in Parliament. The report outlines the work of the Office for the year, including:

• We finalised 95% of complaints within 3 months.
• Since 2007, we have:
  - Decreased the age of complaints from 173 days to 47 days; and
  - Reduced the cost of resolving complaints by 37%.
• 100% of our recommendations were accepted for the thirteenth consecutive year.
• We received:
  - 31 investigable child deaths;
  - 15 reviewable family and domestic violence fatalities; and
  - Made 16 recommendations about ways to prevent or reduce these deaths and fatalities
• Significant work was undertaken on ‘A report on giving effect to the recommendations arising from the Ombudsman’s Investigation into ways that State Government departments and authorities can prevent or reduce suicide by young people 2014’.
• Significant work was undertaken on an own motion investigation into ways that State Government departments and authorities can prevent or reduce suicide by young people.
• We undertook a range of work to implement our inaugural Aboriginal Action Plan.
• We enhanced awareness and access to the Office for children and young people through a range of mechanisms, including continuing our visiting program to vulnerable groups of children in the child protection system.
• We enhanced regional awareness and access to the Office through a visit to Kalgoorlie and Leonora in the Goldfields-Esperance Region.

Disability Access and Inclusion Plan 2020-2025, June 2020

We are very pleased to announce the publication of our Disability Access and Inclusion Plan 2020-2025.

Accessibility and inclusion is absolutely central to the institution of the Ombudsman.

Critically, our office is committed to providing optimum access and service to people with a disability, their families and carers. The Disability Access and Inclusion Plan 2020-2025 embodies our strategies to realise this commitment.

Read more about the Disability Access and Inclusion Plan.

Vice President attends International Seminar Commemorating 20th Anniversary of the Establishment of the Ombudsman Thailand, 10 – 15 February 2020

Vice President of the International Ombudsman Institute (IOI) and Western Australian Ombudsman, Chris Field and Assistant Ombudsman, Rebecca Poole, attended an international seminar from 10 – 15 February 2020 in Bangkok, Thailand. The international seminar, Ombudsman in a Changing World: Resilience amidst Challenges, was hosted by the Chief Ombudsman of Thailand on the occasion of the 20th anniversary of the establishment of the Office of the Ombudsman Thailand.

The Ombudsman was a speaker in the first plenary session, Ombudsman in a changing world: paradigm shift and challenges, and chaired the closing plenary session, Future of Ombudsmanship in a changing world: adaptation and cooperation techniques.

While in Thailand, the Ombudsman met with Mr Allan  McKinnon PSM, Australian Ambassador to Thailand, and attended a reception hosted by His Excellency Taha Macpherson, New Zealand Ambassador to Thailand, and Peter Boshier, Chief Ombudsman of New Zealand, to recognise and celebrate the growing role of the Ombudsman in the Asia-Pacific Region. 

Vice President Chris Field with General (Ret.) Viddhavat Rajatanun, Chief Ombudsman of Thailand, Mr Somsak Suwansujarit, Ombudsman Thailand, Mr Hilmi Jashari,  Ombudsman of the Republic of Kosovo and Mr Masahiro Shimizu, Director General, Kinki Regional Administrative Evaluation Bureau, Ministry of Internal Affairs and Communications, Japan.		Vice President Chris Field with Peter Boshier, Chief Ombudsman of New Zealand and Deborah Glass, Victorian Ombudsman.

 

Raising awareness and accessibility in Kalgoorlie, December 2019

Now in its eleventh year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Western Australian Ombudsman to regional and Aboriginal Western Australians.

The Program is coordinated with the Western Australian Energy and Water Ombudsman, the Commonwealth Ombudsman, the Health and Disability Services Complaints Office and the Equal Opportunity Commission, and the latest visit was conducted in Kalgoorlie in the Goldfields-Esperance Region from 2 to 5 December 2019.

The Program included an information stall and complaints clinics where members of the public could bring their concerns to us (that they had not been able to resolve directly with public authorities), meetings with the Aboriginal community, and visits to, and liaison with, public authorities and community organisations.

Read more about the Regional Awareness and Accessibility Program.

Ombudsman releases 2018-19 Annual Report, 19 September 2019

The Western Australian Ombudsman has tabled his 2018-19 annual report in Parliament. The report outlines the work of the Office for the year, including:

• We finalised 95% of complaints within 3 months.
• Since 2007, we have:
  - Decreased the age of complaints from 173 days to 48 days; and
  - Reduced the cost of resolving complaints by 36%.

• 100% of our recommendations were accepted for the twelfth consecutive year.
• We received:
  - 30 investigable child deaths;
  - 17 reviewable family and domestic violence fatalities; and
  - Made 15 recommendations about ways to prevent or reduce these deaths and fatalities. 

• We tabled in Parliament A report on giving effect to the recommendations arising from Investigation into ways to prevent or reduce deaths of children by drowning.
• We provided a Report by the Parliamentary Commissioner for Administrative Investigations under section 158 of the Criminal Organisations Control Act 2012 for the whole monitoring period to the Attorney General and the Commissioner of Police and the report was tabled in Parliament by the Attorney General on 2 April 2019.
• Significant work was undertaken on an own motion investigation into ways that State government departments and authorities can prevent or reduce suicide by young people .
• We undertook a range of work to implement our inaugural Aboriginal Action Plan.
• We enhanced awareness and access to the Office for children and young people through a range of mechanisms, including continuing our visiting program to vulnerable groups of children in the child protection system.
• We enhanced regional awareness and access to the Office through visits to Katanning and Albany in the Great Southern Region, Manjimup in the South West Region and Mandurah, Waroona and Boddington in the Peel Region .

Western Australian Ombudsman and Chief Ombudsman of Thailand sign Memorandum of Understanding on Bilateral Cooperation between the Ombudsman Thailand and the Ombudsman Western Australia, September 2019

Second Vice President of the International Ombudsman Institute (IOI) and Western Australian Ombudsman, Chris Field, welcomed the Chief Ombudsman of Thailand, General Viddhavat Rajatanun, who led a high level delegation from the Office of the Ombudsman Thailand, to sign a Memorandum of Understanding (MOU) on Bilateral Cooperation between the Ombudsman Thailand and the Ombudsman Western Australia.

The Chief Ombudsman of Thailand was accompanied by Mr Boon Tapanadul, Ombudsman, Mr Somsak Suwansujarit, Ombudsman, and Mr Raksagecha Chaechai, Secretary-General. The MOU on Bilateral Cooperation was the first such agreement for the Ombudsman Western Australia and the first outside of Asia for the Ombudsman Thailand.

The signing of the MOU on Bilateral Cooperation marks a significant step toward closer cooperation and collaboration between the two Ombudsman institutions and fosters further international cooperation in the field of complaint-handling, good governance and Ombudsmanship. During the delegation’s visit to Perth, formal bilateral discussions were held between the Ombudsman Thailand and the Ombudsman Western Australia and an official high-level program of visits was undertaken to other Western Australian integrity agencies.

“The signing of the MOU on Bilateral Cooperation further strengthens the great friendship between our offices, but also the very positive highly valued and important relationship between Western Australia and Thailand.” said Mr. Field.

Vice President Field and Chief Ombudsman Rajatanun at the signing ceremony.		Vice President Field and Chief Ombudsman Rajatanun at the signing ceremony.
Vice President Field and Chief Ombudsman Rajatanun at the signing ceremony.		Vice President Field and Chief Ombudsman Rajatanun with senior representatives from the Ombudsman Thailand and the Ombudsman Western Australia.

 

Ombudsman Western Australia delivers investigator training in Fiji, September 2019

The office of the Western Australian Ombudsman delivered investigator training in Fiji as part of a programme led by the Office of the New Zealand Ombudsman. Training was delivered to Ombudsman representatives from the Pacific Island nations of Cook Islands, Papua New Guinea, Samoa, Solomon Islands, Tonga, Tuvalu and Vanuatu.

The programme was supported through a funding grant provided by the International Ombudsman Institute (IOI). Marcus Claridge, Assistant Ombudsman, office of the Western Australian Ombudsman, delivered material on multiple stages of the complaint investigation process alongside representatives from the Victorian and Australian Commonwealth Ombudsman offices. The United Nations Development Programme, the United Nations Office on Drugs and Crime and the Office of the United Nations High Commissioner for Human Rights also presented to participants.

Chris Field, Second Vice President of the IOI and Western Australian Ombudsman, welcomed the opportunity to contribute to the training and engagement.

“It is a privilege to renew and build our friendships with our important Pacific Island friends and neighbours. I express my appreciation and gratitude to the New Zealand Chief Ombudsman and Regional President of the Australasian and Pacific Ombudsman Region, Judge Peter Boshier, for organising this valuable programme.” said Mr. Field.

Judge Peter Boshier, Chief Ombudsman, Office of the Ombudsman New Zealand (front-centre), Marcus Claridge, Assistant Ombudsman, Ombudsman Western Australia (front-left), with representatives from Australian Ombudsman offices, the United Nations and Ombudsman offices in the Pacific Islands

 

Engaging with, and listening to, Aboriginal Western Australians, May 2019

Representatives from seven independent complaint bodies had the opportunity to speak to, and hear from, Aboriginal Elders and service providers during information sessions held in Perth on 13 May and in Mandurah on 14 May 2019.

The information sessions, organised and hosted by the office of the Western Australian Ombudsman, provided information about the roles of:

• The Western Australian Ombudsman;
• Energy and Water Ombudsman Western Australia;
• Commonwealth Ombudsman;
• Telecommunications Industry Ombudsman;
• Australian Financial Complaints Authority;
• Health and Disability Services Complaints Office; and
• Office of the Information Commissioner.

These sessions, part of the office’s engagement strategy and cultural competency with Aboriginal Western Australians, was guided by the office’s Principal Aboriginal Liaison Officer. Very positive feedback was received from attendees and the sessions provided valuable information for our engagement with the Aboriginal community.

The office also conducted further activities in the Peel Region in May 2019 to raise awareness of, and ensure accessibility to, our services for regional and Aboriginal Western Australians:

• Complaint clinics in Mandurah, Waroona and Boddington, where members of the public can bring their concerns to the office;
• Visits to, and liaison with, community organisations; and
• Workshops for public authorities on Good Decision Making and Effective Complaint Handling.

Cultural Ceremony conducted by Principal Aboriginal Liaison Officer, Alison Gibson		Principal Aboriginal Liaison Officer, Alison Gibson presents at the Independent Agency Information Session

Raising awareness and accessibility in Waroona, Mandurah and Boddington, May 2019

Now in its ninth year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Western Australian Ombudsman to regional and Aboriginal Western Australians.

The Program is coordinated with the Western Australian Energy and Water Ombudsman, the Commonwealth Ombudsman and the Health and Disability Services Complaints Office, and the latest visit was conducted in Waroona, Mandurah and Boddington in the Peel Region from 14 to 16 May 2019.

The Program includes complaints clinics where members of the public can bring their concerns to us (that have not been able to be resolved directly with public authorities), meetings with Aboriginal service providers, and visits to, and liaison with, public authorities and community groups.

Read more about the Regional Awareness and Accessibility Program.

Local government collection of overdue rates for people in situations of vulnerability: Good Practice Guidance, December 2018

“The office of the Western Australian Ombudsman has, over a period of time, received complaints regarding the collection of overdue rates for people in situations of vulnerability. Following an investigation by my office, including considering relevant legislative and regulatory requirements, a review of relevant literature, analysis of good practice and consultation with local governments, I have today released Local government collection of overdue rates for people in situations of vulnerability: Good Practice Guidance” said Western Australian Ombudsman, Mr. Chris Field.

The Office has identified four principles reflecting contemporary good practice in the collection of overdue rates for people in situations of vulnerability. These principles are:

1. Good culture
2. Good decisions;
3. Good support; and
4. Good service.

For each principle, further underpinning guidance is presented. Where helpful, specific initiatives are suggested that reflect potential approaches to implement the guidance.

“The Good Practice Guidance is designed to assist local governments to consider their own policies and practices for the collection of rates and overdue rates in respect to people in situations of vulnerability and to identify any aspects of these policies and practices that may present opportunities for improvement to ensure that the process is efficient and effective for local governments and is fair and equitable for all ratepayers” said Mr. Field.

“All ratepayers have a responsibility to pay overdue rates. The guidance in no way overrides, detracts from, or diminishes, the responsibility of ratepayers to pay overdue rates, consistent with the Local Government Act 1995. Nonetheless, a large body of research demonstrates that a fair, reasonable and flexible approach leads to better repayment outcomes and fewer resources expended in the collection of payments” said Mr. Field.

Implementation of the Good Practice Guidance can, and should, be done in a way that does not impose any unreasonable or inappropriate regulatory costs on local governments (which, of course, are paid for by ratepayers).

It is absolutely appropriate for local governments to consider the relevance, costs and benefits of implementing the four Good Practice Principles and tailor areas of the Good Practice Guidance to their specific circumstances. In particular:

1. Local governments may have already implemented good practice frameworks in relation to assisting people in situations of vulnerability, including in the collection of overdue rates. Where this is the case, the Good Practice Guidance can be used to ensure these existing frameworks adequately address the issues contained in the Good Practice Guidance, rather than the need to write new guidance;
2. Local governments may have either more or less ratepayers in situations of vulnerability and therefore the extent of adoption of guidance underpinning principles may appropriately vary; and
3. It is completely appropriate and reasonable for smaller local governments to consider the practicalities and resources required to tailor the guidance to their specific circumstances.

Read more about the Local government collection of overdue rates for people in situations of vulnerability: Good Practice Guidance

Vice President attends 30th Australasian and Pacific Ombudsman Region Conference, 27 November - 1 December 2018

Vice President of the International Ombudsman Institute (IOI) and Western Australian Ombudsman, Chris Field and Assistant Ombudsman National and International Relations, Rebecca Poole, attended the 30th Australasian and Pacific Ombudsman Region Conference in Auckland, New Zealand. The conference was themed Holding governments to account in a changing climate and was hosted by the Chief Ombudsman of New Zealand.

The Vice President addressed the conference on the IOI’s perspectives on the major themes of the conference – the role of the Ombudsman in a time of political and social change and the response of nation states and Ombudsmen to climate change. Mr Peter Tyndall, IOI President and Ombudsman and Information Commissioner for Ireland and Mr Günther Kräuter, IOI Secretary General and Ombudsman, Austrian Ombudsman Board attended the Conference, in addition to Australian Ombudsmen, the Hong Kong Ombudsman, the Control Yuan and Ombudsman from the Pacific Island nations of the Cook Islands, Papua New Guinea, Samoa, the Solomon Islands, Tonga and Vanuatu.

The Conference was part of a three day program that included a Business Meeting, training and an official side event. Training was provided on leading effective change and on monitoring places of detention to ensure the human rights of detainees are upheld as part of the Optional Protocol to the Convention Against Torture (OPCAT).   

Vice President Chris Field, IOI President Peter Tyndall and Control Yuan President Dr Po Ya Chang.		Vice President Chris Field addresses the Conference.
Vice President Chris Field is welcomed by a representative of the Auckland iwi (tribe) Ngati Whatua with a hongi.

    

Giving effect to the recommendations arising from the Ombudsman’s 2017 major own-motion investigation, Investigation into ways to prevent or reduce deaths of children by drowning, November 2018

“As Ombudsman, I undertake an important responsibility to review certain child deaths, identify patterns and trends arising from these reviews and make recommendations about ways to prevent or reduce child deaths. Arising from this work, I identified the need to undertake a major own motion investigation into ways to prevent or reduce deaths of children by drowning,” said Western Australian Ombudsman, Mr. Chris Field.

“On 23 November 2017, I tabled in Parliament the Investigation into ways to prevent or reduce deaths of children by drowning (the 2017 Report). In the Foreword of the 2017 Report I noted:

I have found that a range of work has been undertaken by the Department of Mines, Industry Regulation and Safety and the Building Commissioner to administer their respective responsibilities in relation to swimming pool safety. I also found, that there was important further work that should be done. This work is detailed in the findings of this report. It will be critical that this work is undertaken with strong cooperation between the Department of Mines, Industry Regulation and Safety, the Building Commissioner, local governments and other key stakeholders, including intra‑agency, inter-agency and cross‑sectoral arrangements – this is the most efficient and effective way to achieve positive change.

Arising from my findings in the 2017 Report, I made 25 recommendations about ways to prevent or reduce deaths of children by drowning. 

In the 2017 Report, I indicated that I would actively examine the steps taken to give effect to the recommendations and report the results of this examination to Parliament in 2018 (the 2018 Report)” said Mr. Field.

“I am very pleased that in relation to all of the recommendations, the Department and the Commissioner have either taken steps, or propose to take steps (or both) to give effect to the recommendations. In no instance has the Office found that no steps have been taken to give effect to the recommendations.” said Mr. Field.

“The Department, the Commissioner and local governments have made particularly positive progress in the areas of improving consistency and quality of swimming pool inspections, and the training and professional development of swimming pool inspectors.” said Mr. Field.

“In the 2017 Report I commented that ‘it will be critical that this work is undertaken with strong cooperation between the Department, the Commissioner, local governments and other key stakeholders, including intra-agency, inter-agency and cross-sectoral arrangements – this is the most efficient and effective way to achieve positive change.” said Mr. Field.

“In light of this comment it is very pleasing that the 2018 Report has found a very evident level of national collaboration in relation to portable swimming pools, and Western Australian leadership in relation to portable swimming pools.” said Mr. Field.

“The 2018 report sets out the steps taken, or proposed to be taken, to give effect to the recommendations arising from the 2017 Report, however, the work of my Office in ensuring that the recommendations of the 2017 Report are given effect does not end with the tabling of this report.” said Mr. Field.

“My Office will continue to monitor, and report on, whether steps continue to be taken to give effect to the recommendations arising from the 2017 Report. The next such report will be provided in my Office’s 2018-19 Annual Report.” said Mr. Field.

“The death of a child by drowning is a tragedy – for the child’s life lost and for the families and communities who have been personally affected by the tragic death. It is my sincerest hope that the positive steps that have been taken to give effect to the recommendations of the 2017 Report will contribute to preventing and reducing these tragic deaths in the future.” said Mr. Field.

Read more about the report on giving effect to the recommendations arising from Investigation into ways to prevent or reduce deaths of children by drowning.

Raising awareness and accessibility in the regions, November 2018

Now in its ninth year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Western Australian Ombudsman to regional and Aboriginal Western Australians.

The Program is coordinated with the Western Australian Energy and Water Ombudsman and the Health and Disability Services Complaints Office, and will be conducted in Katanning and Albany in the Great Southern Region and Manjimup in the South West Region from 20 to 22 November 2018.

The Program includes complaints clinics where members of the public can bring their concerns to us (that have not been able to be resolved directly with public authorities), meetings with Aboriginal community members, and visits to, and liaison with, public authorities and community groups. To find out more about the Ombudsman's visit to the Great Southern Region:

Read more about the Regional Awareness and Accessibility Program.
View the Katanning, Albany and Manjimup Regional Visit Media Release
View the Katanning, Albany and Manjimup Complaint Clinics Poster

Ombudsman attends quadrennial conference of the European region of the IOI, 1-3 October 2018

Ombudsman and Vice President of the International Ombudsman Institute (the IOI), Chris Field, attended the quadrennial conference of the European Region of the IOI in Brussels from 1-3 October 2018. The conference, The Ombudsman in an open and participatory society, was hosted by Catherine De Bruecker and Guido Herman, the Federal Ombudsman of Belgium, on the occasion of the 20th anniversary of the Office of the Federal Ombudsman. The conference also included a ceremony on the occasion of the 40th anniversary of the IOI.

The Conference, held at the Hemicycle, Senate of the Federal Parliament of Belgium, consisted of three plenary sessions. The Ombudsman chaired the second session, The Ombudsman as a catalyst for citizen participation. The conference was opened by Ms Christine Defraigne, President of the Senate and the conference dinner was addressed by Mr Didier Reynders, Deputy Prime Minister of Belgium and Minister for Foreign Affairs.

While in Brussels, the Ombudsman participated in an Executive Committee meeting of the World Board of the IOI and met with Mr Justin Brown PSM Australian Ambassador to Belgium, Luxembourg, the European Union and NATO, and on 4 October in Dublin, met with Mr Peter Tyndall, Ombudsman and Information Commissioner for Ireland and President of the IOI (and host of the 2020 World Conference of the IOI) and Mr Richard Andrews, Australian Ambassador to Ireland. 

The quadrennial conference of the European Region of the IOI, held at the Hemicycle, Senate of the Federal Parliament of Belgium.

Western Australian Ombudsman and Second Vice President of the IOI, Chris Field, addresses the Conference.

Ombudsman releases 2017-18 Annual Report, 26 September 2018

The Western Australian Ombudsman has tabled his 2017-18 annual report in Parliament. The report outlines the work of the Office for the year, including:

• We finalised 94% of complaints within 3 months.
• Since 2007, we have:
  - Decreased the age of complaints from 173 days to 33 days; and
  - Reduced the cost of resolving complaints by 36%.
• 100% of our recommendations were accepted for the eleventh consecutive year.
• We received:
  - 23 investigable child deaths;
  - 16 reviewable family and domestic violence fatalities; and
  - Made 39 recommendations about ways to prevent or reduce these deaths and fatalities. 
• We tabled in Parliament the report of a major own motion investigation, Investigation into ways to prevent or reduce deaths of children by drowning, that contained 25 recommendations about ways to prevent or reduce deaths of children by drowning.
• We provided A report on the monitoring of the infringement notices provisions of The Criminal Code to the Minister for Police and the Commissioner of Police and the report was tabled in Parliament by the Minister for Police on 30 November 2017.
• Significant work was undertaken on A report on giving effect to the recommendations arising from the Investigation into ways that State government departments and authorities can prevent or reduce suicide by young people.
• We undertook a range of work to implement our inaugural Aboriginal Action Plan.
• We enhanced awareness and access to the Office for children and young people through a range of mechanisms, including continuing our visiting program to vulnerable groups of children in the child protection system.
• We enhanced regional awareness and access to the Office through visits to Bunbury, Busselton, Collie and Harvey in the South West Region and Geraldton in the Mid West Region.
  

OECD report on the role of ombudsman institutions, 5 September 2018

The Organisation for Economic Development (OECD) has released a major report, The Role of Ombudsman Institutions in Open Government.  The Report, based on data from 94 ombudsman institutions in 65 countries, is the first of its kind as it documents the role of ombudsman institutions to the heart of the global open government agenda and provides concrete policy recommendations to strengthen their role in it.

“The OECD is to be congratulated for producing a very valuable report on the institution  of the Ombudsman, particularly in relation to open and good government” said Western Australian Ombudsman and Second Vice President of the International Ombudsman Institute Chris Field. “I am very pleased that my office has contributed to this valuable and important work, which recognises the ombudsman institution as a central pillar of open and accountable government.  It is humbling that the work of our office is exemplified on a number of occasions in the report.”

Second Vice President addresses Plenary Meeting of the Control Yuan, 13-17 August 2018
Second Vice President of the International Ombudsman Institute (IOI), Western Australian Ombudsman Chris Field, recently visited the Control Yuan in Taiwan. The Control Yuan is one of five branches of government (the others being the Legislative Yuan, the Judicial Yuan, the Executive Yuan and the Examination Yuan). The Control Yuan is also a longstanding member of the IOI. The IOI, established in 1978, is the only global organisation for the cooperation of more than 190 independent Ombudsman institutions from more than 100 countries worldwide. The IOI is organised in six regional chapters (Africa, Asia, Australasia & Pacific, Europe, the Caribbean & Latin America and North America). The IOI is governed by a World Board of which the Ombudsman is the Second Vice President.		Second Vice President Chris Field and Control Yuan President Dr Po Ya Chang
As a central part of this visit, the Second Vice President was extended the privilege of addressing the chamber of the Control Yuan in a plenary session on 14 August. The Ombudsman’s address was titled The role of the Ombudsman in promoting good governance and protecting human rights.
The Ombudsman was accompanied on the visit by IOI Director and Chief Ombudsman of New Zealand, Peter Boshier. The Chief Ombudsman gave an address titled The growing importance of leadership codes in the Pacific. The Chief Ombudsman’s address was followed by a question and answer session between both Ombudsman and the Members of the Control Yuan.		Second Vice President Chris Field and Director Boshier meeting the National Audit Office
During his visit the Ombudsman and Chief Ombudsman were also received by the Agency Against Corruption, the National Audit Office and the Taipei City Government 1999 Citizen Hotline Call Centre. “Engagement, sharing and friendship between Ombudsman, and other institutions of good governance around the world, deepens all of our work for Parliaments and citizens” said the Ombudsman.		Second Vice President Chris Field speaking at the Agency Against Corruption
“Our visit will enrich and enliven our work in our own countries, but also the contributions that we can make to the international community”.

Principal Assistant Ombudsman appointed Magistrate, 4 July 2018

Western Australian Ombudsman Chris Field congratulates Lisa Ward for appointment as a magistrate of the Magistrates Court of Western Australia. “Ms Ward is an outstanding lawyer, has been an exceptional member of the executive management of our office, and made a significant and valuable contribution as Principal Assistant Ombudsman Investigations and Legal Services”, said Mr Field.

In announcing Her Honour’s appointment, the Honourable John Quigley MLA, Attorney General commented: “Ms Ward was admitted to practice in Western Australia in 1990, bringing to her new role many years of high quality legal experience gained in Perth and as a solicitor in London. She worked at the Australian Government Solicitor before becoming a Prosecutor with the Commercial Branch of the Commonwealth Director of Public Prosecutions in 1997. For 14 years, Ms Ward was a member of the State Administrative Tribunal and the Migration Review Tribunal and Refugee Tribunal before becoming the Principal Assistant Ombudsman, Investigations and Legal Services”.

Raising awareness and accessibility in the Mid West Region, June 2018

Now in its ninth year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Western Australian Ombudsman to regional and Aboriginal Western Australians.

The Program is coordinated with the Western Australian Energy and Water Ombudsman and will be conducted in Geraldton in the Mid West Region from 27 to 29 June 2018.

The Program includes complaints clinics where  members of the public can bring their concerns to us (that have not been able to be resolved directly with public authorities), meetings with Aboriginal community members, and visits to, and liaison with, public authorities and community groups. To find out more about the Ombudsman's visit to the Mid West Region:

Read more about the Regional Awareness and Accessibility Program.
View the Mid West Regional Visit Media Release.
View the Mid West Regional Visit Complaints Clinic Poster.

Ombudsman Western Australia holds Smoking Ceremony, 29 May 2018

On 29 May 2018 Ombudsman Western Australia held its first Smoking Ceremony (or Cleansing Ceremony). This event was an opportunity for all staff to participate in a traditional Noongar cultural practice, to cleanse the body and soul and ward off warra wirrin - bad spirits and to bring in the blessings of the kwop wirrin – good spirits. 

The work staff carry out in this Office can be very demanding. Staff frequently deal with very confronting and distressing matters when taking complaints from the public, undertaking own motion investigations and investigating deaths of children and adults across the state.  It is important that all staff maintain good health and for Aboriginal people clearing the negative energy and sadness that accumulates is important for social and emotional wellbeing. With the recent addition of two more Aboriginal staff members to the Office, it was ideal timing to facilitate this whole of office cultural event.

The Smoking Ceremony was carried out by Noongar man Dr Richard Walley OAM.  Dr Walley is a State Living Treasure and one of Australia’s leading Aboriginal performers and writers with more than 40 years’ experience educating the world on Noongar culture. Dr Walley, who is fluent in his traditional language, spoke to the group in both Noongar and English explaining the purpose and importance of a Smoking Ceremony to the Traditional Owners of the land we were meeting on.  He then lit the crushed sandalwood which he had placed inside a wooden bowl called a coolamon. This created smoke. As a coolamon is a traditional gathering tool usually used by women, Dr Walley asked Nicole Casley, Senior Aboriginal Adviser, to carry it to those people who wished to participate in the Smoking Ceremony. Many people from the Office took up this opportunity as well as others who had attended the event from other offices in the building.

The event ended with Dr Walley sharing some final words and the Ombudsman thanking him for performing the ceremony.  The Office looks forward to continuing this practice in the future as it contributes to creating a culturally safe workplace for Aboriginal staff, honours the traditions of Aboriginal people on the land in which we work and is a unique cultural learning and healing opportunity for all staff.

Nicole Casley, Senior Aboriginal Advisor, holds the smoking ceremony bowl for Pare Paki, Customer Service Officer	Nicole Casley, Senior Aboriginal Advisor, holds the smoking ceremony bowl for Alison Gibson, Principal Aboriginal Liaison Officer and Mary White, Deputy Ombudsman
From left: Alison Gibson, Principal Aboriginal Liaison Officer, Dr Richard Walley OAM, Nicole Casley, Senior Aboriginal Advisor and Merinda Willis, Aboriginal Enquiry and Investigating Officer

Australian and New Zealand Ombudsman Association (ANZOA) Conference, Wellington, New Zealand, 21-23 May 2018

In May 2018, the office of the Western Australian Ombudsman participated in an ‘Innovation Showcase’ panel session at the Australian and New Zealand Ombudsman Association (ANZOA) Conference, which included presentations on innovations that have been implemented by ANZOA member offices.

Kylie Maj, A/Assistant Ombudsman, presented the office’s commitment to the Western Australian Parliament to examine and report to Parliament on the steps taken by government to give effect to recommendations arising from major own motion investigations not more than 12 months after the tabling of the investigation.

The presentation included:

• Making recommendations that are evidenced-based, targeted and proportionate to the problem, made considering the cost and benefits of implementation of, and compliance with, recommendations and considering any unintended or undesirable consequences of the recommendations;
• Examining and reporting on steps taken to give effect to recommendations, including examples of investigatory work undertaken to collect information relating to giving effect to recommendations arising from the Ombudsman’s Investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities, November 2015; and
• Monitoring and reporting on whether steps continue to be taken to give effect to recommendations.

The Australian Domestic and Family Violence Death Review Network Data Report 2018, May 2018

The Australian Domestic and Family Violence Death Review Network was established in 2011 as an initiative of state and territory death review processes, and is endorsed by all state and territory Coroners and the Western Australian Ombudsman. The Network’s goals include producing national data concerning domestic and family violence related homicides in accordance with the National Plan to Reduce Violence Against Women and their Children 2009-2021. With this work the Network seeks to contribute to the formation of evidence-based policy and decision making in relation to domestic and family violence, enhancing opportunities for prevention and intervention and contributing to the enhanced safety of women and their children across Australia.

The Network has published its first report in 2018 which can be accessed here The Australian Domestic and Family Violence Death Review Network Data Report 2018.

Ombudsman attends IOI World Board meeting in Toronto and United Nations in New York, 30 April – 3 May 2018

In April 2018, the Ombudsman attended a meeting of the World Board of the International Ombudsman Institute (IOI) in Toronto, Canada.

The IOI, established in 1978, is the only global organisation for the cooperation of more than 190 independent Ombudsman institutions from more than 100 countries worldwide. The IOI is organised in six regional chapters (Africa, Asia, Australasia & Pacific, Europe, the Caribbean & Latin America and North America). The IOI is governed by a World Board of which the Ombudsman is the Second Vice President.

Immediately prior to the meeting of the World Board of the IOI in Toronto, the Ombudsman attended the United Nations (UN) in New York to participate in a formal event between the IOI and the UN hosted by Ambassador Jan Kickert, Permanent Representative of Austria to the UN and Ambassador Geraldine Byrne Nason, Permanent Representative of Ireland to the UN.

The event also included recognition of the 40th anniversary of the IOI and was followed by IOI delegates being received at the Austrian Ambassador’s residence, attended by a number of Permanent Representatives to the UN, including Her Excellency Gillian Bird, Permanent Representative of Australia to the UN. The Ombudsman also attended the offices of the Australian Mission to the UN and met with Her Excellency to discuss IOI work with the UN.

Raising awareness and accessibility in the South West Region, February and March 2018

Now in its ninth year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Western Australian Ombudsman to regional and Aboriginal Western Australians.

The Program is coordinated with the Western Australian Energy and Water Ombudsman and was conducted in the South West Region from 28 February to 2 March 2018.

The offices of the Commonwealth Ombudsman and Health and Disability Services Complaints Office participated in the visit.

The Program includes complaints clinics where  members of the public could bring their concerns to us (that had not been able to be resolved directly with public authorities), meetings with Aboriginal community members, and visits to, and liaison with, public authorities and community groups. To find out more about the Ombudsman's visit to the South West Region:

Read more about the Regional Awareness and Accessibility Program.
View the South West Regional Visit Media Release.
View the South West Regional Visit Complaints Clinic Poster

Ombudsman’s report on the monitoring of the infringement notices provisions of The Criminal Code tabled in Parliament on 30 November 2017

In accordance with the relevant provisions of The Criminal Code, the Ombudsman had an important function to keep under scrutiny the operation of the infringement notices provisions of The Criminal Code, relevant regulations made under The Criminal Code and the relevant provisions of the Criminal Investigation (Identifying People) Act 2002 in relation to infringement notices (Criminal Code infringement notices). Importantly, this scrutiny included review of the impact of the operation of the provisions on Aboriginal and Torres Strait Islander communities. The infringement notices provisions of The Criminal Code and the relevant regulations allow authorised officers to issue Criminal Code infringement notices for two prescribed offences, with a modified penalty of $500.

“Overall, I have found that considerable positive work has been undertaken by Western Australia Police (WAPOL) to implement Criminal Code infringement notices effectively. At the same time, I have identified opportunities for further work to be undertaken by WAPOL,” said Western Australian Ombudsman Chris Field.

“I have also found that the key economic objectives arising from the introduction of Criminal Code infringement notices have been achieved, including anticipated outcomes relating to reducing administrative demands on police officers and avoided court appearances for alleged offenders,” said Mr Field.

The Ombudsman has identified a range of impacts of the introduction of Criminal Code infringement notices on Aboriginal and Torres Strait Islander communities (and in doing so has also identified impacts for other people and communities experiencing vulnerability). Having done so, the Ombudsman has identified a range of measures to address these impacts (and concomitantly made recommendations about these measures). While certain of these recommended measures are specific to Criminal Code infringement notices, mostly these recommended measures are applicable to the impact of the broader criminal justice system on Aboriginal and Torres Strait Islander people (particularly the overrepresentation of Aboriginal and Torres Strait Islander people in the criminal justice system, including as recipients of Criminal Code infringement notices).

“My report makes 34 recommendations relating to proposed amendments to the relevant regulations made under The Criminal Code as well as the proposed introduction of, or amendments to, other legislation, schemes, policies, procedures and other measures. I am very pleased that WAPOL has accepted each of the recommendations directed to them,” said Mr Field.

“It is critical that no matter how beneficial these recommended measures may be (particularly as they are expected to have a positive impact on the interaction of Aboriginal and Torres Strait Islander people in the general criminal justice system), that I nevertheless carefully considered the costs of these measures. These costs are not simply in the form of one-off development and implementation costs but ongoing compliance costs (and, of course, the opportunity costs of the measures). I have also considered any unintended consequences that could arise from recommended measures,” said Mr Field.

“Following this careful consideration of each recommended measure, I have formed the view that the benefits of the 34 measures recommended in this report outweigh their costs. This conclusion has been formed with two particular matters given additional consideration. First, the new measures are broadly of very low cost. Second, and most importantly, in performing the function of monitoring the infringement notice provisions of The Criminal Code, the overall finding of the cost benefit analysis is that the total estimated gross benefit for the introduction of Criminal Code infringement notices equates to $13.04 million (in present value terms) over the five year assessment period. This benefit, including allowing police to remain on front-line duties and reducing both court time and trial backlogs, will be far greater than the costs of any recommended measures,” said Mr Field.

“More generally, there is an opportunity to consider the continuation (and indeed expansion) of Criminal Code infringement notices as a unique opportunity for justice reinvestment. A portion of the economic benefit created by the introduction of Criminal Code infringement notices, reinvested in our criminal justice system (and systems of social justice and equity) has the potential to make a very positive contribution to reducing the overrepresentation of Aboriginal and Torres Strait Islander people in the criminal justice system (including, of course, the issuance of Criminal Code infringement notices). In making this observation, it is nonetheless absolutely critical for me to note that it is entirely and exclusively a matter for a government of the day, and never an Ombudsman, to determine the allocation of economic benefit achieved by new laws and changes to public policy and/or public administration, such as the introduction of Criminal Code infringement notices,” said Mr Field.

“Finally, I express my appreciation to WAPOL and the Department of Justice for their cooperation in the undertaking of my role as well as the provision of de-identified data by the Magistrates Court and the Children’s Court. I also express my appreciation to the many police officers who participated in our police officer forums and the non-government organisations representing Aboriginal and Torres Strait Islander and other communities who participated in our other consultation processes. Both police officers and non-government organisations made very thoughtful contributions to the undertaking of my role,” said Mr Field.

Read the Report

Ombudsman tables Report in Parliament on own motion investigation into ways to prevent or reduce deaths of children by drowning, 23 November 2017

The Western Australian Ombudsman has an important responsibility to review certain child deaths, identify patterns and trends arising from these reviews and make recommendations about ways to prevent or reduce child deaths. Of the child death notifications received by the Ombudsman since commencing the child death review responsibility, 42 have been deaths of children by drowning.

"To undertake the investigation, my office conducted an extensive literature review, comprehensively considered 34 deaths of children by drowning notified to the office of the Ombudsman over a six-year investigation period, surveyed all local governments in Western Australia (to which the office received a 99 per cent response rate), selected five local governments for further investigation, collected and analysed comprehensive information regarding the number of private swimming pools in local government districts and the quality of the swimming pool barrier inspection process, engaged with the (now) Department of Mines, Industry Regulation and Safety, the Building Commissioner, the Department of Health, the (now) Department of Local Government, Sport and Cultural Industries and relevant non-government and not-for-profit organisations," said Western Australian Ombudsman Chris Field.

The Ombudsman also collected and analysed de-identified information regarding the number of children admitted to a hospital or who attended an emergency department at a hospital following a non-fatal drowning incident.

"My office found that 258 children were admitted to a hospital and 2,310 children attended an emergency department at a hospital following a non-fatal drowning incident," said Mr Field.

The Ombudsman has found that a range of work has been undertaken by the Department of Mines, Industry Regulation and Safety and the Building Commissioner to administer their respective responsibilities in relation to swimming pool safety. The Ombudsman also found that there is important further work that should be done. This work is detailed in the findings of this report. It will be critical that this work is undertaken with strong cooperation between the Department of Mines, Industry Regulation and Safety, the Building Commissioner, local governments and other key stakeholders, including intra-agency, inter-agency and cross-sectoral arrangements – this is the most efficient and effective way to achieve positive change.

"Arising from the findings, I have made 25 recommendations about ways to prevent or reduce deaths of children by drowning. I am very pleased that the Department of Mines, Industry Regulation and Safety and the Building Commissioner have agreed to these recommendations," said Mr Field.

"In keeping with the my commitment to Parliament to ensure Parliament is informed about the implementation of the Ombudsman’s investigations, my office will actively examine the steps taken to give effect to the recommendations and report the results of this examination to Parliament in 2018," said Mr Field.

The Ombudsman notes his appreciation to the Department of Mines, Industry Regulation and Safety, the Building Commissioner and local governments – their cooperation through the investigation has been particularly positive and reflects their genuine willingness to engage in review, reflection and improvement.

"The death of a child by drowning is a tragedy – for a child’s life lost and for the parents, families and communities that have been personally affected by the tragic death. It is my sincere hope that the investigation will, through its research and analysis and its recommendations, make a meaningful contribution to the prevention and reduction of this tragic loss of life," said Mr Field.

Click here to read the Investigation into ways to prevent or reduce deaths of children by drowning.

Western Australian Ombudsman hosted the 29th Australasian and Pacific Ombudsman Region Conference in Perth, November 2017

Perth hosted international and interstate delegates from Ombudsman institutions in the Australasian and Pacific region in November 2017. The 29th Australasian and Pacific Ombudsman Region Conference was themed Connections in our Australasian-Pacific Region.

The Australasian and Pacific Ombudsman Region (APOR) is a chapter of the International Ombudsman Institute (IOI). The IOI, established in 1978, is the global organisation for the cooperation of more than 170 independent Ombudsman institutions from more than 90 countries worldwide. Members of APOR include ombudsmen from the Commonwealth and every state and territory of Australia, the New Zealand Ombudsman, Hong Kong Ombudsman, the Control Yuan, Taiwan and Ombudsman from the Pacific Island nations of the Cook Islands, Papua New Guinea, Samoa, the Solomon Islands, the Kingdom of Tonga and Vanuatu.

“The Conference explored the present and future challenges and opportunities for the institution of the Ombudsman in the Australasian and Pacific Region in enhancing citizens’ redress, undertaking major investigations intended to improve the administration of the laws of Parliament, supporting the rule of law as well as working collaboratively with developing nations in our region”, said the Western Australian Ombudsman Mr Chris Field. “As Second Vice President of the IOI and Ombudsman of Western Australia, I was absolutely delighted to welcome my valued colleagues to our wonderful city and great state.”

Importantly, the Conference included a session on engagement with First Peoples. “This session considered the criticality of service delivery and engagement by Ombudsman offices that comprehensively acknowledges, deeply respects and fully supports the unique history, culture and circumstances of First Peoples”, said Mr Field.

The Conference was part of a three day program, commencing with delegates being welcomed to Western Australia at a Reception at Parliament House hosted by the Speaker of the Legislative Assembly, the Honourable Peter Watson MLA on Monday 27 November 2017, followed by the Conference on Tuesday 28 November and a business meeting and optional investigations training program on Wednesday 29 November.

Click here to view the program, presentations and photos from the Conference

Ombudsman releases 2016-17 Annual Report, September 2017

The Western Australian Ombudsman has tabled his 2016-17 annual report in Parliament. The report outlines the work of the Office for the year, including:

• We received 12,321 contacts, comprised of:
  - 10,131 enquiries; and
  - 2,190 complaints.
• We finalised 94% of complaints within
  3 months.
• Since 2007, we have:
  - Decreased the age of complaints from 173 days to 32 days; and
  - Reduced the cost of resolving complaints by 36%.
• Public authorities accepted 100% of our recommendations.
• We received:
  - 50 investigable child deaths; and
  - 15 reviewable family and domestic violence fatalities;
  and made 40 recommendations about ways to prevent or reduce these deaths.

• Significant work was undertaken on a major investigation into ways to prevent or reduce child deaths by drowning.
• We tabled in Parliament A report on giving effect to the recommendations arising from the Investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities.
• Significant work was undertaken on A report on giving effect to the recommendations arising from the Investigation into ways that State government departments and authorities can prevent or reduce suicide by young people.
• Significant work was undertaken in relation to a major report on our role to monitor the Infringement Notices provisions of The Criminal Code.
• We undertook a range of work to implement our inaugural Aboriginal Action Plan.
• We enhanced awareness and access to the Office for children and young people through a range of mechanisms, including continuing our visiting program to vulnerable groups of children in the child protection system.
• We enhanced regional awareness and access to the Office through visits to Broome and Carnarvon.

Raising awareness and accessibility in the Gascoyne Region, June 2017

Now in its eighth year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Western Australian Ombudsman to regional and Aboriginal Western Australians.

The Program is coordinated with the Western Australian Energy and Water Ombudsman and was conducted in Carnarvon on 22 - 23 June 2017. The offices of the Commonwealth Ombudsman and Health and Disability Services Complaints Office participated in the visit.

The Program included complaints clinics where  members of the public could bring their concerns to us (that had not been able to be resolved directly with public authorities or providers of energy and water services), meetings with Aboriginal community members, and visits to, and liaison with, public authorities and community groups. To find out more about the Ombudsman's visit to the Gascoyne region:

Read more about the Regional Awareness and Accessibility Program.
View the Gascoyne Visit Media Release.
View the Gascoyne Regional Visit Complaints Clinic Poster

A report on giving effect to the recommendations arising from the Investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities, November 2016

On 10 November 2016, the Western Australian Ombudsman, Chris Field, tabled in Parliament a report on giving effect to recommendations arising from the Investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities.

The Ombudsman undertakes an important responsibility to review family and domestic violence fatalities. Arising from this work, the Ombudsman identified the need to undertake a major own motion investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities. On 19 November 2015, the investigation report was tabled in the Western Australian Parliament. The report made 54 recommendations to four government agencies about ways to prevent or reduce family and domestic violence fatalities, each of which was agreed to by the agencies.

“Importantly, I also indicated that my office would actively monitor the implementation of these recommendations and report to Parliament on the results of this monitoring,” said Mr Field. “Accordingly, I am now pleased to provide Parliament with ‘A report on giving effect to the recommendations arising from the Investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities’.”

This follow-up report found that the relevant state government agencies have taken steps, or propose to take steps, to give effect to all of the recommendations. “It is particularly pleasing that, in giving effect to the recommendations, important improvements have been achieved” said Mr Field.

“The work of my office in ensuring that the recommendations of the investigation are given effect does not end with the tabling of this report,” said Mr Field. “My office will continue to monitor whether steps continue to be taken by the relevant agencies, and the next report will be provided in my office’s 2016-17 Annual Report.”

Read more about the report on giving effect to the recommendations arising from the Investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities.

Ombudsman releases 2015-16 Annual Report, September 2016

The Western Australian Ombudsman has tabled his 2015-16 annual report in Parliament. The report outlines the work of the Office for the year, including:

• We received 11,663 contacts, comprised of:
  - 9,700 enquiries; and
  - 1,963 complaints. 
  
  
• We finalised 95% of complaints within three months.
  
  
• Since 2007, we have:
  - Decreased the age of complaints from 173 days to 27 days; and
  - Reduced the cost of resolving complaints by 36 per cent. 
  
  
• Public authorities accepted 100% of our recommendations.
  
  
• We received:
  - 41 investigable child deaths; and
  - 22 reviewable family and domestic violence fatalities. 
  
  
• We tabled in Parliament the report of a major own motion investigation, Investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities, that contained 54 recommendations about ways to prevent or reduce family and domestic violence fatalities, all of which were accepted by the relevant agencies.
  
  
• Significant work was undertaken on a major own motion investigation into ways to prevent or reduce child deaths by drowning.
  
  
• Significant work was undertaken in relation to our role to monitor the Infringement Notices provisions of The Criminal Code.
  
  
• We enhanced regional awareness and access to the Office through visits to the Indian Ocean Territories, the Pilbara and the Kimberley.
  
  
• We enhanced awareness and access to the Office for children and young people through a range of mechanisms, including a new visiting program to vulnerable groups of children in the child protection system, a new youth space on our website and youth-friendly publications.

Ombudsman raises awareness and accessibility about its services for children and young people, August 2016

“It’s OK to complain. We’re here to help” is the message of Western Australian Ombudsman, Chris Field, to children and young people. The Ombudsman has over the last 12 months been significantly enhancing systems to improve access to the office for children and young people.

In November 2015, the Ombudsman’s office conducted a youth focus group to listen directly to young people and their representatives, in collaboration with the office of the Commissioner for Children and Young People. The focus group provided an opportunity for young people to be heard on ways the Ombudsman can enhance awareness and accessibility for children and young people.

Following from this youth focus group, and a range of other consultation, the office has developed a new, dedicated youth space on the Ombudsman Western Australia website with information about the office specifically tailored for children and young people, as well as information for non-government organisations and government agencies that assist children and young people, and a suite of promotional materials targeted at, and tailored for, children and young people. This year, the office has commenced a major new visiting program to vulnerable groups of children and young people in the child protection system. This included visits to:

• The Kath French Secure Care Centre in February 2016;
• Two residential group homes in the Perth metropolitan area in May 2016;
• Two residential group homes and one family group home in the Pilbara region in June 2016; and
• One residential group home in the Kimberley region in June 2016.

The Ombudsman has also increased regular visits to the Banksia Hill Detention Centre and engagement with the community sector in the metropolitan area and regional Western Australia under the Ombudsman’s Regional Awareness and Accessibility Program.

The children and young people section of the Ombudsman’s website can be found at www.ombudsman.wa.gov.au/youth.

Raising awareness and accessibility in the Pilbara and Kimberley Regions, June 2016

Now in its eighth year, the Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Western Australian Ombudsman to regional and Aboriginal Western Australians. The Program is coordinated with the Western Australian Energy and Water Ombudsman and will be conducted in Karratha, Roebourne and South Hedland from 20 – 24 June 2016 and Broome from 29 June – 1 July 2016.

The Program includes complaints clinics where members of the public can bring their concerns to us (that have not been able to be resolved directly with public authorities or providers of energy and water services), meetings with Aboriginal community members, and visits to, and liaison with, public authorities and community groups.

To find out more about the Ombudsman's visit to the Pilbara and Kimberley regions:
Read more about the Regional Awareness and Accessibility Program
View the Pilbara and Kimberley Visit Media Release
View the Pilbara Regional Visit Complaints Clinic Poster
View the Kimberley Regional Visit Complaints Clinic Poster

Starter Kit for new ombudsmen and developing or expanding offices, May 2016

On 3 May 2016, Mr Chris Field, International Ombudsman Institute (IOI) Treasurer and Western Australian Ombudsman, launched a Starter kit for new ombudsmen and developing or expanding offices (Starter Kit) at the 2016 Australasian and Pacific Ombudsman Region (APOR) Conference held in Melbourne.

The Starter Kit is a project funded by the IOI through its regional subventions project, and jointly undertaken by the offices of the Western Australian Ombudsman and New South Wales Ombudsman.

The objective of the project was to provide a highly accessible, web-based induction tool for newly appointed Ombudsmen utilising the knowledge and experience of existing Ombudsmen, and a resource for those offices who are undergoing an expansion of functions or dealing with novel or challenging issues.

The Starter Kit is an online collection of information and documents on a range of topics relevant to Ombudsman offices. Topics covered by the Starter Kit fall into four broad areas: Core Principles for an Ombudsman Institution; Governance and Office Management; Complaints and Investigations; and Stakeholder Engagement.

“We proposed to create a comprehensive resource for new Ombudsmen or developing or expanding Ombudsman offices that would draw upon the collective expertise and experience of APOR Members,” said Mr Field.

“I am delighted to be able to launch a project that provides a rich library of very helpful information in one central place that I believe will be a valuable ongoing and living resource for all APOR Members and their offices.”

In launching the Starter Kit, Mr Field observed that “I am also pleased, and excited, that the Starter Kit will be made available to all IOI members – further enhancing the value of the Starter Kit and the assistance that is able to be provided to new Ombudsmen taking office all around the world and those who are considering the expansion of functions for their offices.”

Changes to the Starter Kit are coordinated by the office of the Western Australian Ombudsman.

APOR Members can access the Starter Kit through the member area of the IOI website: www.theioi.org/member-area.

Visit to the Indian Ocean Territories, May 2016

As part of the Regional Accessibility Program,  staff from the office of the Western Australian Ombudsman and the Commonwealth Ombudsman travelled to the Indian Ocean Territories (IOT) in May 2016, visiting both the Cocos (Keeling) Islands and 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, Ombudsman services for people living and working in the IOT.

Read more about the Regional Awareness and Accessibility Program.

Ombudsman releases Consultation Paper on the infringement notices provisions of The Criminal Code, May 2016

The Western Australian Ombudsman, Chris Field, has released a Consultation Paper as part of his important function to keep under scrutiny Criminal Code infringement notices.

Authorised police officers can issue Criminal Code infringement notices with a modified penalty of $500 for the prescribed offences of (1) behaving in a disorderly manner in a public place or in sight or hearing of any person in a public place or in a police lock-up or, (2) stealing anything capable of being stolen up to and including the value of $500. Criminal Code infringement notices can only be issued to persons 17 years of age or older on the date on which the alleged offence is believed to have been committed.

The Ombudsman is undertaking a wide range of work and activities as part of this monitoring role, including critically, a wide range of consultative activities regarding the operation of Criminal Code infringement notices. An important part of these consultative activities is that the Ombudsman is seeking to consult members of the community who have had experience with the operation of the Criminal Code infringement notices.

“In particular, I am seeking to consult Aboriginal and Torres Strait Islander community on the impact of the operation of Criminal Code infringement notices on communities”, said Mr Field.

The Consultation Paper is available on the Ombudsman’s website at www.ombudsman.wa.gov.au/CCINs. Responses should be sent to the office of the Ombudsman by Friday 20 May 2016.

Ombudsman Western Australia Strategic Plan 2016-2018, March 2016

Ombudsman Western Australia has published its Strategic Plan for 2016-2018. The Strategic Plan sets out the Vision, Mission, Stakeholders, Values, Strategic Direction and Key Measures of Success of the Office.

Read the Ombudsman Western Australia Strategic Plan

Ombudsman presents at Legal Aid WA Summer Series Civil Law Day, March 2016

In March 2016, Western Australian Ombudsman, Chris Field,gave a presentation on The Role of the Western Australian Ombudsman at the Legal Aid WA Summer Series Civil Law Day. The presentation considered the Ombudsman’s role in relation to:

• Investigation of complaints;
• Deaths of certain children;
• Reviews of family and domestic violence fatalities;
• Own motion investigations;
• Other functions;
• Access to justice;
• Integrity; and
• The rule of law and democracy.

Legal Aid WA is focused on providing legal solutions for high-risk, low-income clients across the whole of Western Australia. The Legal Aid WA Summer Series Conference brought together private practitioners who take grants of aid, and the community sector, notably community legal services and the Aboriginal Legal Service in Western Australia.

The Summer Series Civil Law Day featured a number of presentations from leading Australians including:

• The Chief Justice of the High Court of Australia, the Hon Robert French AC;
• President of the State Administrative Tribunal, Justice Jeremy Curthoys; and
• Deputy President of the Commonwealth Administrative Appeals Tribunal, Dr Christopher Kendall.

Read the Ombudsman's presentation

Ombudsman co-presents UWA Government Accountability: Law and Practice Short Course, February 2016

In February 2016, the Western Australian Ombudsman and Adjunct Professor, Faculty of Law, University of Western Australia, Chris Field, co-presented with Professor Simon Young, USQ School of Law and Justice, and Adjunct Professor, Faculty of Law, University of Western Australia a short course Government Accountability: Law and Practice.

The short course explored:

• Theories of society, government, rulemaking, accountability and integrity;
• Advanced Administrative Law;
• Integrity in government and its agencies;
• A law and economics analysis of governance accountability;
• Contemporary issues in government accountability; and
• Keeping accountability agencies accountable.

The short course featured presentations from a number of prominent Western Australians both as guest presenters and as members of an interactive closing panel. Guest presentations were given by:

• Mal Wauchope, Public Sector Commissioner;
• The Hon John McKechnie, Corruption and Crime Commissioner;
• Colin Murphy, Auditor General; and
• Sven Bluemmel, Information Commissioner.

The panellists were:

• Sue Murphy, Chief Executive Officer, Water Corporation;
• Sharyn O’Neill, Director General, Department of Education; and
• Lyndon Rowe, Chairman, Synergy.

Ombudsman hosts delegation from Ombudsman Republik Indonesia, September 2015

The Office of the Western Australian Ombudsman has been involved with the Indonesian/Australian Ombudsman Linkages and Strengthening Program (the Program) since 2005 in collaboration with the Commonwealth Ombudsman and the New South Wales Ombudsman. As part of the Program, on Monday 7 and Tuesday 8 September, the Office hosted a senior delegation from the office of the Ombudsman Republik Indonesia. During their visit, the delegates met with the Ombudsman, Deputy Ombudsman, Assistant Ombudsman Complaint Resolution and the heads of divisions. They also attended meetings with the:

• Public Sector Commission;
• Corruption and Crime Commission;
• Office of the Information Commissioner;
• Office of the Inspector of Custodial Services; and
• Health and Disability Services Complaints Office.

The Office also supports the Program by hosting interns from the office of the Ombudsman Republik Indonesia.  Following the successful internship program in December 2014, the Office once again hosted two staff from the office of the Ombudsman Republik Indonesia for a one week internship in December 2015. The interns met with senior Ombudsman staff and received training in the Office’s complaint handling processes.

Above: Staff from the Ombudsman Republik Indonesia join the Office of the Western Australian Ombudsman in November-December 2015 for a one week internship.

Ombudsman tables Report in Parliament on own motion investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities, 19 November 2015

The Western Australian Ombudsman undertakes an important responsibility to review family and domestic violence fatalities. Arising from this work, the Ombudsman identified the need to undertake a major own motion investigation into issues associated with violence restraining orders (VROs) and their relationship with family and domestic violence fatalities.

To undertake the investigation, in addition to an extensive literature review and stakeholder engagement, the office of the Ombudsman collected and analysed a comprehensive set of deidentified state-wide data relevant to family and domestic violence and examined 30 family and domestic violence fatalities notified to the Ombudsman. The Ombudsman has found that a range of work has been undertaken by state government departments and authorities to administer their relevant legislative responsibilities, including their responsibilities arising from the Restraining Orders Act 1997. The Ombudsman has found, however, that there is important further work that should be done. This work, detailed in the findings of this report, includes a range of important opportunities for improvement for state government departments and authorities, working individually and collectively, across all stages of the VRO process. The Ombudsman has also found that Aboriginal Western Australians are significantly overrepresented as victims of family violence, yet underrepresented in the use of VROs. Following from this, the Ombudsman identified that a separate strategy, specifically tailored to preventing and reducing Aboriginal family violence, should be developed. This strategy should actively invite and encourage the full involvement of Aboriginal people in its development and be comprehensively informed by Aboriginal culture.

Furthermore, this investigation has identified nine key principles for state government departments and authorities to apply when responding to family and domestic violence and in administering the Restraining Orders Act 1997. Applying these principles will enable state government departments and authorities to have the greatest impact on preventing and reducing family and domestic violence and related fatalities.

Arising from the findings of the investigation, the Ombudsman has made 54 recommendations to four government agencies about ways to prevent or reduce family and domestic violence fatalities.  The Ombudsman is very pleased that each agency has agreed to these recommendations and has, more generally, been highly co-operative, responsive and positively engaged with the Ombudsman’s investigation.

Importantly, the office of the Ombudsman will actively monitor the implementation of these recommendations and report to Parliament the results of this monitoring.

In undertaking this investigation, the Ombudsman acknowledges the employees of state government departments and authorities, including police officers and child protection workers, as well as non-government organisations, who, on a day to day basis, work to keep victims safe and hold perpetrators accountable.

Finally, the Ombudsman acknowledges, and expresses deepest sympathy to, the families and communities who have been affected by family and domestic violence fatalities in Western Australia. Throughout this report the Ombudsman has sought to ensure that the victims of family and domestic violence are heard, including through a number of case studies titled ‘A victim’s voice’.

Read more about the Report on Investigation into issues associated with violence restraining orders and their relationship with family and domestic violence fatalities.

Disability Access and Inclusion Plan 2015-2020, June 2015

We are very pleased to announce the publication of our Disability Access and Inclusion Plan 2015-2020.

Accessibility and inclusion is absolutely central to the institution of the Ombudsman.

Critically, our office is committed to providing optimum access and service to people with a disability, their families and carers. The Disability Access and Inclusion Plan 2015-2020 embodies our strategies to realise this commitment.

Read more about the Disability Access and Inclusion Plan.

Draft Disability Access and Inclusion Plan 2015-2020, May 2015

The Ombudsman Western Australia called for consultation from members of the community on our proposed Disability Access and Inclusion Plan 2015-2020.

The Ombudsman's draft Disability Access and Inclusion Plan 2015-2020 outlined the ways in which our Office will ensure that all people in Western Australia have equitable and inclusive access to out services, faclities and information.

The public consultation period closed on 15 June 2015.

Read more about the Disability Access and Inclusion Plan.

Raising awareness and accessibility in the Wheatbelt Region, May 2015

Now in its seventh year, the Regional Awareness and Accessibility Program seeks to ensure that the office of the Western Australian Ombudsman and Energy and Water Ombudsman Western Australia is accessible to people living and working in regional Western Australia as well as Aboriginal communities. From 21 to 22 May 2015, the Program was conducted in Northam. The Program included complaints clinics for members of the public and an information session with Aboriginal communities as part of our initiative to improve access to our services for Aboriginal Western Australians. To find out more about the Ombudsman's visit to the Wheatbelt region, read the Wheatbelt Media Release. Read more about the Regional Awareness and Accessibility Program.

4th Australasian Conference on Child Death Inquiries and Reviews, 6-7 November, 2014

The office of the Western Australian Ombudsman and the Department for Child Protection and Family Support co-hosted the 4th Australasian Conference on Child Death Inquiries and Reviews in Perth on 6 and 7 November 2014. The Conference provided an opportunity for delegates to share innovations that have strengthened child protection services and child death review practices through achieving outcomes that make a difference. The two day conference covered a range of timely and important topics relevant to child death reviews and family and domestic violence fatality reviews through key note addresses, presentations and panel discussions. The conference featured an official opening address by the Honourable Helen Morton, MLC, Minister for Mental Health; Disability Services; and Child Protection, an introductory address by Chris Field, Western Australian Ombudsman and closing address by Emma White, Director General, Department for Child Protection and Family Support.

Read the Conference Program

Conference Presentations

Day 1

Professor Donna Chung

Panel Discussion 1 - Child Death Review: Achieving Outcomes That Make a Difference

Terry Murphy

Jayne Forsdike

Panel Discussion 2 - Prevention of Youth Suicide

Day 2

Victoria Hovane

Panel Discussion 3 - Issues and Challenges for Family and Domestic Violence Fatality Review Jurisdictions and Child Protection Agencies

Raising awareness and accessibility in the Goldfields-Esperance Region, July 2014

Now in its sixth year, the Regional Awareness and Accessibility Program seeks to ensure that the office of the Ombudsman is accessible to people living and working in regional Western Australia as well as Indigenous communities. From 30 July to 1 August 2014, the Program was conducted in Kalgoorlie. Representatives from the office of the Ombudsman were joined by the Information Commissioner, Commissioner for Victims of Crime and staff from the Commonwealth Ombudsman's Office and Health and Disability Services Complaints Office. The Program included an information session with Aboriginal communities as part of our initiative to improve access to our services for Aboriginal Western Australians. To find out more about the Ombudsman's visit to the Goldfields region, read the Goldfields Regional Visit Media Release and the Goldfields Regional Visit Brochure. Read more about the Regional Awareness and Accessibility Program.

Ombudsman tables Report in Parliament on investigation into ways that State government departments and authorities can prevent or reduce suicide by young people, 9 April 2014

The Western Australian Ombudsman reviews certain child deaths, identifies patterns and trends arising from these reviews and makes recommendations about ways that State government departments and authorities can prevent or reduce further child deaths.

As part of the Ombudsman’s responsibility to review certain child deaths, the Ombudsman identified a need to undertake a major own motion investigation into ways that State government departments and authorities can prevent or reduce suicide by young people.

The Ombudsman’s investigation has found that State government departments and authorities have already undertaken a significant amount of work that aims to prevent and reduce suicide by young people in Western Australia, however, there is still more work to be done. The Ombudsman has found that this work includes practical opportunities for individual agencies to enhance their provision of services to young people. Critically, as the reasons for suicide by young people are multi-factorial and cross a range of government agencies, the Ombudsman has also found that this work includes the development of a collaborative, inter-agency approach to preventing suicide by young people. In addition to the findings and recommendations, the comprehensive level of data and analysis contained in this report will, the Ombudsman believes, be a valuable new resource for government departments and authorities to inform their planning and work with young people. In particular, the analysis suggests this planning and work target four groups of young people that have been identified.

The findings of the investigation and the 22 recommendations for improvement are detailed in the Ombudsman’s report Investigation into ways that State government departments and authorities can prevent or reduce suicide by young people.

Read more about the Report on Investigation into ways that State government departments and authorities can prevent or reduce suicide by young people

New Deputy Ombudsman appointed, 1 April 2014

The Western Australian Ombudsman Chris Field is very pleased to announce the appointment of Mary White to the position of Deputy Ombudsman.

Appointed for a term of five years by His Excellency Malcolm McCusker, AC CVO QC, Governor of Western Australia, Ms White will also be the Deputy Energy and Water Ombudsman.

Ms White’s most recent role was the Principal Assistant Ombudsman and she has been employed at the office of the Ombudsman since August 2006.  Prior to this, she held a number of senior positions in the (then) Office of the Public Sector Standards Commissioner. 

Chris Field said that Ms White is a highly qualified appointment, “Ms White has over 25 years of public sector experience, primarily in strategic and corporate leadership roles.  Over the last eight years, most recently as Principal Assistant Ombudsman, she has made an outstanding contribution to the work of the office of the Ombudsman”.

“I look forward to continuing to work with Ms White in her new role.”

Ms White has a Bachelor of Science, a Diploma in Education and a Post Graduate Diploma in Arts (Policy).

Ombudsman commences own motion investigation into family and domestic violence fatalities

The office of the Ombudsman undertakes an important function to review family and domestic violence fatalities. Arising from the work of the office in undertaking this function, the Ombudsman has decided to undertake an own motion investigation into issues associated with Violence Restraining Orders (VROs) and their relationship with family and domestic violence fatalities..

Read more about the Ombudsman's own motion investigations.

New water services jurisdiction from 1 January 2014

Following the passage of the Water Services Act 2012, the existing Energy Ombudsman Western Australia has become the Energy and Water Ombudsman Western Australia.

The Energy and Water Ombudsman investigates and resolves complaints concerning the provision of services by electricity, gas and water services providers.

Read more in the Information Sheet

Raising awareness and accessibility in the East Kimberley, November 2013

Now in its fifth year, the Regional Awareness and Accessibility Program seeks to ensure that the office of the Ombudsman is accessible to people living and working in regional Western Australia as well as Indigenous communities. From 6 to 8 November 2013, the Program was conducted in the East Kimberley region, including Kununurra and Wyndham. Representatives from the office of the Ombudsman and Energy Ombudsman were joined by the Information Commissioner, Commissioner for Victims of Crime and staff from the Commonwealth Ombudsman's Office and Health and Disability Services Complaints Office. The Program included an information session with Aboriginal communities as part of our initiative to improve access to our services for Aboriginal Western Australians. To find out more about the Ombudsman's visit to the East Kimberley region, read the East Kimberley Regional Visit Brochure. Read more about the Regional Awareness and Accessibility Program.

Ombudsman participates in collaborative leadership program with Ombudsman Republik Indonesia, July 2013

Ombudsman, Chris Field recently travelled to Jakarta, Indonesia between 3 and 4 July as part of a collaborative leadership program. 

The Ombudsman, together with New South Wales Ombudsman, Bruce Barbour, Commonwealth Ombudsman, Colin Neave and Chief Ombudsman of the Ombudsman Republik Indonesia, Danang Girindrawardana, participated in a leadership dialogue and training program over two days with Ombudsmen and senior staff of the Ombudsman Republik Indonesia.

Mr Field gave two presentations as part of the program, titled:

• Challenges and opportunities in expansion; and
• Opportunities in working with other integrity agencies

The Ombudsman also met with Mr Greg Moriarty, the Australian Ambassador to Indonesia on the visit.

“Western Australia has vital economic, social and governance links with the Asia Pacific Region. As Western Australian Ombudsman, and President of the Australasian and Pacific Ombudsman Region, I place great importance on our relationship with our Asia Pacific Ombudsmen colleagues,” said Mr Field.

“This was a unique oppportunity to work with the Chief Ombudsman, Ombudsmen and senior staff of the Ombudsman Republik Indonesia.”

This visit was part of a wider program of collaboration between the Commonwealth Ombudsman, New South Wales Ombudsman, Western Australian Ombudsman and the Ombudsman Republik Indonesia, commenced in 2005.  

The overall aim of the program is to provide greater access across a larger portion of Indonesia to more effective and sustainable complaint management services.

Integrity Coordinating Group Forum, June 2013

The Integrity Coordinating Group’s (ICG) annual Forum was held on Tuesday 2 July 2013 at the Duxton Hotel, Perth.

The ICG is comprised of the Public Sector Commissioner, Auditor General, Corruption and Crime Commissioner, Ombudsman and Information Commissioner.

ICG members discussed a series of hypotheticals around the offer, acceptance and provision of gifts, benefits and hospitality, and responded to questions from attendees.

The ICG also launched its new integrity product, Gifts, benefits and hospitality: A guide to good practice at the Forum.

The Forum was attended by 280 public sector, local government and university leaders.

For more information on the work of the ICG, visit www.icg.wa.gov.au.

Raising awareness and accessibility in the South West, March 2013

Now in its fifth year, the Regional Awareness and Accessibility Program seeks to ensure that the office of the Ombudsman is accessible to people living and working in regional Western Australia as well as Indigenous communities.

From 19 to 21 March 2013, the Program was conducted in the South West region, including Bunbury, Collie and Harvey.

The Ombudsman, Energy Ombudsman, Information Commissioner and Health and Disability Services Complaints Office Director were joined by members of their staff.

The Program included a series of liaison sessions with Indigenous communities as part of our initiative to improve access to our services for Indigenous Western Australians.

To find out more about the Ombudsman's visit to the South West region, read the South West Regional Visit Brochure. Read more about the Regional Awareness and Accessibility Program.

Ombudsman elected President of the Australasian and Pacific Ombudsman Region, November 2012

Western Australian Ombudsman Chris Field was recently elected President of the Australasian & Pacific Ombudsman Region and a Director of the Board of the International Ombudsman Institute (IOI). The Australasian and Pacific Ombudsman Region consists of Australia, China/Hong Kong, Cook Islands, New Zealand, Papua New Guinea, Samoa, Taiwan, Tonga and Vanuatu. Mr Field will be joined on the Board of the IOI by Ombudsmen drawn from around the world, including the Chief Ombudsman of New Zealand, the National Ombudsman of the Netherlands, the Parliamentary Ombudsman of Sweden, the Public Services Ombudsman for Wales, United Kingdom and the Ombudsman for Namibia.

At the recent International Ombudsman Institute (IOI) World Conference, the Ombudsman delivered an address titled, The Western Australian Integrity Coordinating Group. Read the Ombudsman’s Address.

To read more about the work of the IOI, go to http://www.theioi.org.

Raising awareness and accessibility in the Pilbara, August 2012

The Office’s Regional Awareness and Accessibility Program was held in the Pilbara on 27-31 August 2012. The Office visited Marble Bar, South Hedland, Karratha and Roebourne. The visit included:

• A seminar for agencies and a meeting with community group members (involving the Ombudsman and the Information Commissioner);
• An interview with the Ombudsman on ABC Radio Karratha;
• Complaint clinics in South Hedland and Karratha; and
• Indigenous liaison and complaint clinics in four locations.

Read more about the Regional Awareness and Accessibility Program.

Ombudsman reappointed for further five year term, May 2012

In March 2012, the Ombudsman, Chris Field, was reappointed for a further five year term, having commenced office in March 2007.

It is a great privilege to have been reappointed for a further term of five years and to continue to lead my outstanding team of staff.”

“The Ombudsman is an accessible source of administrative justice for Western Australians and also contributes to improving public administration through recommendations that arise from resolving complaints and from undertaking major own-motion investigations about matters of public importance.”

Chris Field said the office of the Ombudsman is recognised as one of the key integrity and accountability agencies in government. 

“We also have an important role in protecting and promoting the rule of law,” he said.

 “We are committed to ensuring that our office continues to provide services to the Parliament and the people of Western Australia that are of the highest quality,” said Mr Field.

New home for the office of the Ombudsman, March 2012

The Office of the Ombudsman has relocated to Albert Facey House, adjacent to the GPO building in Forrest Place. Albert Facey House co-locates the following independent agencies: the Ombudsman, the Auditor General, the Economic Regulation Authority, the Information Commissioner, the Health and Disability Services Complaints Office and the Inspector of Custodial Services.

Our new contact details are available on the Contact Us page.

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.

Planning for Children in Care Report - Executive Summary

Planning for Children in Care Report

Planning for Children in Care Report - 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.

Read the ICG Chair's speech

Read the Ombudsman's speech

Go to the Integrity in Decision Making publications on Public Sector Commission website

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.

Read more about the Regional Awareness and Accessibility Program.

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.

Read more about the Ombudsman's Report on the Management of Personal Information.

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.

Read the Ombudsman's speech - The Ombudsman and the Constitution of Liberty.

'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.

Read more about the Ombudsman's Report on the 2009-10 Survey of Complaint Handling Practices

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.

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.

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.

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.