Australia | New report: Casebook July 2026: Investigations and complaint-handling case studies

From resolving everyday service failures to identifying areas for public sector reform, the NSW Ombudsman’s Casebook July 2026: Investigations and complaint-handling case studies (Casebook) demonstrates how independent oversight leads to fairer outcomes for the people of New South Wales. 

The Casebook provides practical lessons from the institution's handling of 8,913 actionable complaints and finalising of 6 investigations between 1 January and 30 June 2026.

The Casebook has been published biannually since July 2024, with the aim to help public sector agencies strengthen service and improve administrative conduct while giving the community greater insight into the role and impact of the Ombudsman. 

Featured investigations:

• The unauthorised disposal of an elderly tenant’s belongings after severe sewage leaks damaged her home.
• The handling of reports concerning children at risk of significant harm.  
• A local council’s lack of enforcement of fire safety obligations at a residential building. 
• Audit processes and debt recovery relating to government grants. 
• Delays in adjusting workers compensation premiums. 
• Inmates in protective custody not having access to daily outdoor exercise. 

Key themes from the complaint-handling case studies:

• The importance of understanding and responding appropriately to the needs of people with a disability.
• The importance of using discretionary powers to correct unfair outcomes caused by administrative error.
• Strong complaint management.

Kindly click here to access the media release and read the Casebook July 2026.

Source: The New South Wales Ombudsman, Australia