AUSTRALIA | NSW Ombudsman’s Casebook of investigations and complaint-handling case studies

The NSW Ombudsman tabled the 3rd biannual investigations and complaints summary report titled: Casebook July 2025: Investigations and complaint-handling case studies in Parliament on 31 July 2025. The report provides a glimpse into the thousands of complaints the Ombudsman receives each year, and some of the positive outcomes achieved. 

In one of the 25 featured cases, the Ombudsman’s office unearthed a local Council’s poorly kept financial records, leading to the reversal of a debt recovery claim made against a pensioner, saving the elderly resident thousands of dollars. The Council also ran a complaints-handling refresher course for staff and conducted a review of its processes. In another case, a complaint about poor customer service led Transport for NSW to develop a course for its boating officers to improve their customer service skills and capabilities. 

NSW Ombudsman, Paul Miller, said these were just two examples that show how a single complaint can act as a catalyst for broader reforms. “Some of our best outcomes emerge when specific complaints indirectly reveal systemic flaws within an agency’s processes or practices, allowing them to implement changes and prevent a recurrence of the same issues,” Mr Miller said. 

“In this way, one complaint can uplift an organisation’s capacity and prevent countless future complaints. Our Casebook demonstrates how impactful complaint findings can be, particularly when they go beyond delivering fairer individual outcomes and begin to initiate meaningful change across the public sector.” 

The Ombudsman’s casebooks also include a summary of any formal investigation undertaken by the NSW Ombudsman in the relevant 6-month period. This casebook reports on one investigation completed, which concerned the use of force on an inmate in a correctional facility.  

Kindly click here to access the Casebook July 2025.

Source: The Office of the Ombudsman New South Wales, Australia