https://www.ombudsman.wa.gov.au/
$12M
State Government Directory 2025-26$12M
2024-25 Total Revenue60
Headcount (2024-25)12 tagged
Reform proposals on YourGov that name this department as a delivery partner — drawn from citizen voice, government strategy, research, international examples and gap analysis.
STRATEGY SUMMARY
To serve Parliament and Western Australians by: • Receiving, investigating and resolving complaints about State Government agencies, local governments and universities; • Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm; • Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7]
VISION
“Lawful, reasonable, fair and accountable decision making and practices by public authorities. [AR p.7]”
PURPOSE
To serve Parliament and Western Australians by: • Receiving, investigating and resolving complaints about State Government agencies, local governments and universities; • Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm; • Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7]
Strategic priorities
· 1
Supporting vulnerable communities
Outcomes
· 2
Outcome 1: Protecting People’s Rights
We achieved 111 remedies through our investigation and resolution of complaints.
KEY ACTIVITIES
Outcome 2: Supporting Vulnerable Communities
We can focus on people who are often overlooked or disadvantaged, ensuring their voices are heard and their needs are considered.
KEY ACTIVITIES
Values
· 4
Lawful
Reasonable
Fair
Accountable
Performance measures
· 8
| Code | Measure | Target 2025-26 | Latest result | Status |
|---|---|---|---|---|
CCE01 | Percentage of allegations finalised within three months | 95% | 95% Annual Report 2024-25 · p.19 | Achieved |
CCE02 | Percentage of allegations finalised within 12 months | 100% | 100% Annual Report 2024-25 · p.19 | Achieved |
CCE03 | Percentage of allegations on hand at 30 June less than three months old | 88% | 90% Annual Report 2024-25 · p.19 | Achieved |
CCE04 | Percentage of allegations on hand at 30 June less than 12 months old | 100% | 100% Annual Report 2024-25 · p.19 | Achieved |
CCE05 | Average cost per finalised allegation | $1,314 | $1,890 Annual Report 2024-25 · p.19 | Not achieved |
CCE06 | Average cost per finalised notification of death | $11,571 | $14,655 Annual Report 2024-25 · p.19 | Not achieved |
CCE07 | Average cost per notification of reportable conduct | $3,687 | $4,000 Annual Report 2024-25 · p.19 | Not achieved |
CCE08 | Cost of monitoring and inspection functions | $1,000,679 | $1,168,000 Annual Report 2024-25 · p.19 | Not achieved |
Source documents
· 6
2024-25
annual-reports/2024-25.pdf
Open
2023-24
Annual Report 2023-24
Open
2022-23
Annual Report 2022-23
Open
2021-22
Annual Report 2021-22
Open
2020-21
Annual Report 2020-21
Open
2010
25th Australasian and Pacific Ombudsman Regional Conference 19 March 2010 - 'The Ombudsman in the Integrity Framework'
Open
Ideas distilled from this entity's strategy & evidence
· 12
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
ombudsman-western-australia-annual-report-2024-25.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
ombudsman-western-australia-annual-report-2024-25.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
Ombudsman-WA-Annual-Report-2021.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
Ombudsman-WA-Annual-Report-2021.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
ombudsman-western-australia-annual-report-2023-24.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
ombudsman-western-australia-annual-report-2023-24.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
Ombudsman-WA-Annual-Report-2021-22.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
Ombudsman-WA-Annual-Report-2021-22.pdf)
Reusable briefing and summary assistant for internal documents
Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.
ombudsman-western-australia-annual-report-2024-25.pdf)
Department-wide knowledge and briefing platform
Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.
ombudsman-western-australia-annual-report-2024-25.pdf)
Procurement lessons library for repeat purchases
Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.
ombudsman-western-australia-annual-report-2024-25.pdf)
Portfolio delivery office for major investments
Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.
ombudsman-western-australia-annual-report-2024-25.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
ombudsman-western-australia-annual-report-2024-25.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
ombudsman-western-australia-annual-report-2024-25.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
Ombudsman-WA-Annual-Report-2021.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
Ombudsman-WA-Annual-Report-2021.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
ombudsman-western-australia-annual-report-2023-24.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
ombudsman-western-australia-annual-report-2023-24.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
Ombudsman-WA-Annual-Report-2021-22.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
Ombudsman-WA-Annual-Report-2021-22.pdf)
Reusable briefing and summary assistant for internal documents
Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.
ombudsman-western-australia-annual-report-2024-25.pdf)
Department-wide knowledge and briefing platform
Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.
ombudsman-western-australia-annual-report-2024-25.pdf)
Procurement lessons library for repeat purchases
Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.
ombudsman-western-australia-annual-report-2024-25.pdf)
Portfolio delivery office for major investments
Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.
ombudsman-western-australia-annual-report-2024-25.pdf)
Source library
· 11
7.1MB
2024-25.pdf
7.9MB
2023-24.pdf
15.3MB
2022-23.pdf
8.1MB
2021-22.pdf
8.9MB
2020-21.pdf
517KB
Arabic-Making-a-complaint-to-the-Ombudsman.pdf
260KB
Burmese-Making-a-complaint-to-the-Ombudsman.pdf
316KB
Chinese-Simplified_Making-a-complaint_to_the_Ombudsman.pdf
339KB
Chinese-Traditional-Making-a-complaint-to-the-Ombudsman.pdf
291KB
Cocos-Malay-Making-a-complaint-to-the-Ombudsman.pdf
34KB
190310-APOR-Conference-Canberra.pdf