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The Casebook January 2026 is now available
The NSW Ombudsman’s newly released Casebook January 2026: Investigations and complaint-handling case studies (Casebook) is providing a greater understanding of how independent oversight can address failures in public administration and deliver better outcomes for the people of NSW.
The Casebook shares learnings with public sector agencies while informing the Parliament of NSW and the public about the work of the NSW Ombudsman. It highlights a selection of the 8,492 actionable complaints received and 4 maladministration investigations finalised between 1 July and 31 December 2025.
Three of the 4 investigations outlined in Part 1 relate to the NSW healthcare system. One involves a doctor raising concerns about a backlog of 50,000 unreported radiology images at Concord Hospital. The resulting investigation recommended that the Sydney Local Health District (LHD) work together with the radiology department to develop and implement a forward-looking action plan to meet future radiology demand.
Another investigation into the Ministry of Health (the Ministry) found that doctors involved in an 8-month misconduct investigation were not informed of the specific allegations against them, and faced a delay that was unfair and unreasonable. Recommendations included that the Ministry should make a clear decision whether to progress the investigations, consider additional or other strategies to deal with any workplace issues, formally apologise to affected parties for procedural failures and delays and review internal policies.
Fourteen recommendations were made across the 4 investigations reported in this Casebook. NSW Ombudsman, Paul Miller, emphasised the importance of monitoring recommendations, stating that, “monitoring agency progress against our recommendations is a key step in holding agencies to account.”
“In 2024–2025, 98% of the recommendations responded to were accepted, illustrating how our work leads to tangible and positive change across the NSW public sector.”
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Source: NSW Ombudsman, Australia
