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New casebook for public sector out now
On 30 April 2025, the Queensland Ombudsman published its report, Casebook 2025: Helping agencies to improve decision-making.
This is the fifth issue of the institution's annual casebook series that provides summaries of complaints this Office has investigated, including the outcomes. It also provides further insights for the agency involved to consider improving their procedures and processes.
The Queensland Ombudsman, Mr Anthony Reilly said these 20 case studies show the breadth of complaints and outcomes we achieve for Queenslanders every year.
“The 2025 casebook covers issues such as asbestos incidents, fire hazards, dog attacks, electrical safety, workers compensation, patient travel subsidies, human rights and climate energy saving rebates.
“Our hope is that by publishing these case studies, we will help inform the community about our work and what we can do for the community.
“It is also a resource to support learning and for building knowledge in government agencies, local councils and public authorities.”
To find out more about good practice in decision-making, administrative processes and complaints handling, please consider ithe Office's suite of resources, which can be found on its website:
- video – a short, animated overview of good decision-making for use in staff inductions and training
- checklist – practical guides and checklists designed as prompts for officers
- newsletters – Inspector's News, updates from the Inspector of Detention Services
- resource – a valuable reference with detailed explanations of the stages of decision-making.
Source: The Queensland Ombudsman, Australia
