{
  "entity_id": "NSW-NSW-Ombudsman",
  "folder": "NSW-Ombudsman",
  "name": "NSW Ombudsman",
  "type": "Independent Statutory Authority",
  "jurisdiction": "NSW",
  "portfolio": "Ombudsman",
  "website": "https://www.ombo.nsw.gov.au/",
  "data_status": "rich",
  "completeness": {
    "has_strategy_brief": true,
    "has_strategy_structured": true,
    "has_vision": true,
    "has_kpi_targets": true,
    "has_kpi_results": true,
    "has_strategy_overview": true,
    "has_legislation_text": true,
    "has_legislation_structured": false,
    "has_global_initiatives_text": false,
    "has_ideas": true,
    "has_artifacts": true,
    "n_ideas": 12,
    "n_legislation": 0,
    "n_artifacts": 10,
    "n_kpi_targets": 1,
    "n_kpi_results": 1,
    "n_outcomes": 4,
    "verified_own_data": true
  },
  "strategy_profile": {
    "status": "published",
    "confidence": "high",
    "summary": "We pursue fairness for the people of NSW. [AR p.13]",
    "official_site_url": "https://www.ombo.nsw.gov.au/",
    "source_documents": [
      {
        "type": "annual_report",
        "title": "PDF - 10MB",
        "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf",
        "period": "2024-25",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "PDF - 6MB",
        "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf",
        "period": "2023-24",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "PDF - 3MB",
        "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf",
        "period": "2022-23",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "PDF - 3MB",
        "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf",
        "period": "2021-22",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "PDF - 4MB",
        "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf",
        "period": "2020-21",
        "confidence": "high"
      }
    ],
    "purpose": {
      "text": "We pursue fairness for the people of NSW. [AR p.13]",
      "source_url": "",
      "source_page": 13,
      "source_deep_url": ""
    },
    "vision": {
      "text": "Everyone receives the right services and fair treatment from those we oversight. [AR p.26]",
      "source_url": "",
      "source_page": 26,
      "source_deep_url": ""
    },
    "strategic_priorities": [
      {
        "title": "Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair t",
        "description": "Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair treatment, by holding public authorities and community service providers to account when they engage in wrong conduct.",
        "source_url": "",
        "source_page": 26,
        "source_deep_url": ""
      },
      {
        "title": "Foster enduring reforms that prevent future failings and improve public administration and service delivery.",
        "description": "Foster enduring reforms that prevent future failings and improve public administration and service delivery.",
        "source_url": "",
        "source_page": 26,
        "source_deep_url": ""
      },
      {
        "title": "Provide a trusted source of independent advice to Parliament.",
        "description": "Provide a trusted source of independent advice to Parliament.",
        "source_url": "",
        "source_page": 26,
        "source_deep_url": ""
      }
    ],
    "values": [
      {
        "name": "Integrity Always",
        "description": "",
        "source_url": "",
        "source_page": null
      },
      {
        "name": "Proudly Independent",
        "description": "",
        "source_url": "",
        "source_page": null
      },
      {
        "name": "Purpose Driven",
        "description": "",
        "source_url": "",
        "source_page": null
      },
      {
        "name": "Inquiring Minds Better Together",
        "description": "",
        "source_url": "",
        "source_page": null
      }
    ],
    "outcomes": [
      {
        "name": "Outcome 1: Ensuring satisfaction with our customer service",
        "description": "Individuals are satisfied with our customer service.",
        "activities": [
          "Listening to complaints or questions",
          "Providing information and guidance",
          "Providing an impartial assessment of an agency’s conduct",
          "Helping where possible to conciliate and resolve complaints",
          "Investigating matters of serious or systemic concern"
        ],
        "source_url": "",
        "source_page": 26,
        "source_deep_url": ""
      },
      {
        "name": "Outcome 2: Supporting democratic principles and the rule of law",
        "description": "Public authorities and community service providers are held to account for serious wrong conduct.",
        "activities": [
          "Pursuing the most important investigations, inquiries and reviews",
          "Providing robust evidence and advice to Parliament"
        ],
        "source_url": "",
        "source_page": 26,
        "source_deep_url": ""
      },
      {
        "name": "Outcome 3: Fostering enduring reforms",
        "description": "Public authorities and community service providers are responsive to individuals who complain about a service or decision.",
        "activities": [
          "Providing advice, suggestions and recommendations that are evidence-based, realistic and effective",
          "Providing education and training to government agencies and service providers to encourage good administrative practice and build capability"
        ],
        "source_url": "",
        "source_page": 26,
        "source_deep_url": ""
      },
      {
        "name": "Outcome 4: Providing a trusted source of independent advice to Parliament",
        "description": "Parliament is satisfied that we are performing our functions.",
        "activities": [
          "Providing robust evidence and advice to Parliament",
          "Ensuring that complaints to us are resolved effectively and individuals are satisfied with our service"
        ],
        "source_url": "",
        "source_page": 26,
        "source_deep_url": ""
      }
    ],
    "performance_measures": [
      {
        "code": "CCE01",
        "measure": "Corrective Services NSW commencing a review of the system of inmate discipline",
        "target": "Stability or improvement",
        "latest_result": "Target met",
        "status": "Achieved",
        "target_source_url": "",
        "target_source_page": 10,
        "result_source_url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf",
        "result_source_page": 10
      }
    ],
    "document_alignment_terms": {
      "must_support": [
        "We pursue fairness for the people of NSW. [AR p.13]",
        "Everyone receives the right services and fair treatment from those we oversight. [AR p.26]",
        "Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair treatment, by holding public authorities and community service providers to account when they engage in wrong conduct.",
        "Foster enduring reforms that prevent future failings and improve public administration and service delivery.",
        "Provide a trusted source of independent advice to Parliament."
      ],
      "watch_terms": [
        "Corrective Services NSW commencing a review of the system of inmate discipline"
      ],
      "avoid_claiming_without_evidence": []
    },
    "review_note": ""
  },
  "strategy_brief_md": "# NSW Ombudsman — Strategy Brief\n\n**Reporting period**: 2024-25\n**Corporate plan in force**: 2025-26\n**Annual Report**: [2024-25](https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)\n\n## Vision\n\n> Everyone receives the right services and fair treatment from those we oversight. [AR p.26](https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf#page=26) [CP p.26]\n\n## Our purpose / purposes\n\n> We pursue fairness for the people of NSW. [AR p.13](https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf#page=13) [CP p.13]\n\n## How we deliver\n\n> We strive to ensure that those entrusted with public power and resources fulfil their responsibilities and treat everyone fairly. [AR p.13](https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf#page=13) [CP p.13]\n\n## Government priorities for this department\n\n- Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair treatment, by holding public authorities and community service providers to account when they engage in wrong conduct. [CP p.26]\n- Foster enduring reforms that prevent future failings and improve public administration and service delivery. [CP p.26]\n- Provide a trusted source of independent advice to Parliament. [CP p.26]\n\n## Outcomes\n\n### Outcome 1: Ensuring satisfaction with our customer service\nIndividuals are satisfied with our customer service. [CP p.26]\n\n**Key activities:**\n- Listening to complaints or questions\n- Providing information and guidance\n- Providing an impartial assessment of an agency’s conduct\n- Helping where possible to conciliate and resolve complaints\n- Investigating matters of serious or systemic concern\n\n### Outcome 2: Supporting democratic principles and the rule of law\nPublic authorities and community service providers are held to account for serious wrong conduct. [CP p.26]\n\n**Key activities:**\n- Pursuing the most important investigations, inquiries and reviews\n- Providing robust evidence and advice to Parliament\n\n### Outcome 3: Fostering enduring reforms\nPublic authorities and community service providers are responsive to individuals who complain about a service or decision. [CP p.26]\n\n**Key activities:**\n- Providing advice, suggestions and recommendations that are evidence-based, realistic and effective\n- Providing education and training to government agencies and service providers to encourage good administrative practice and build capability\n\n### Outcome 4: Providing a trusted source of independent advice to Parliament\nParliament is satisfied that we are performing our functions. [CP p.26]\n\n**Key activities:**\n- Providing robust evidence and advice to Parliament\n- Ensuring that complaints to us are resolved effectively and individuals are satisfied with our service\n\n## Values and principles\n\n- Integrity Always\n- Proudly Independent\n- Purpose Driven\n- Inquiring Minds Better Together\n\n## What they will measure themselves on this year (targets from 2025-26 corporate plan)\n\n| Code | Measure | Target | Source |\n|---|---|---|---|\n| CCE01 | Corrective Services NSW commencing a review of the system of inmate discipline | Stability or improvement | CP p.10 |\n\n## How they performed last year (results from 2024-25 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| CCE01 | Corrective Services NSW commencing a review of the system of inmate discipline | Target met | Achieved | [AR p.10](https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf#page=10)(https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf#page=10) |",
  "strategy_overview_evidence_md": null,
  "internal_strategy_evidence_md": "# NSW Ombudsman - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:42:24.947344+00:00\n**Entity ID**: NSW-NSW-Ombudsman\n**Entity type**: Independent Statutory Authority\n**Jurisdiction**: NSW\n**Portfolio**: Ombudsman\n**Website**: https://www.ombo.nsw.gov.au/\n\n> Draft generated from scraped source material. Treat this as an evidence pack for editorial review, not a final judgement.\n\n## Source Coverage\n\n| Source type | Count |\n|---|---:|\n| annual-reports | 5 |\n| other-pdfs | 5 |\n| pages | 27 |\n\n## Executive Readout\n\n### Purpose\n\n- On 1 July 2020 we launched a 5-year strategic\nWe had closed our physical office on 18 March\nplan articulating our vision, mission and purpose,\n2020, stood up our Critical Management team and\nas well as reaffirming our core values.\ndeveloped a response plan built around 3 stages\nThe plan identifies over 40 strategic initiatives to – Survive, Revive, Thrive.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- Its purpose is to empower\ntheir functions under the MDT Act\nthose people with information and objective\n• obtaining information from agencies about\nguidance, and, where necessary, to assist with\ntheir systems, policies and training for\nreferring them to appropriate professional expertise\nexercising functions under the MDT Act\nsuch as legal advice or wellbeing support.\n• obtaining all MTO applications made to\nagencies during our review period, including\nOversight of mandatory\nrelevant supporting documents and\ndisease testing\ndemographic information about the person\nsubject to applications\nOutcome 1 Outcome 2 Outcome 3 Outcome 4\n• inviting submissions from stakeholder\norganisations about their views and\nexperiences of the MDT Act\n• conducting surveys of workers who have made\nOur monitoring of the MDT Act applications for MTOs about their experiences\nof the scheme, and\n  Source: `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)`\n- [Page 112]\nCompliance Index List\nHeading Compliance requirement Basis for, or source Completed Page/s\nof, requirement\nLetter of Letter to Presiding Officers of each Government Sector Yes 2\nsubmission House of Parliament Finance Act 2018\n(GSF Act), Div 7.3\nOmbudsman Act\n1974, s 30(2)\nAcknowledgement Acknowledgement of country GSF Act, s 7.11 Yes 3\nof country TPG25-10a\nContent headings Report structure Government Sector Yes 12, 25,\nFinance Regulation 30, 64,\n2024, reg 23 76, 83\nOverview Vision and values GSF Act, s 7.11 Yes 15\nTPG25-10a\nAgency establishment Act GSF Act, s 7.11 Yes 13\nTPG25-10a\nAims and objectives GSF Act, s 7.11 Yes 15, 27–29\nTPG25-10a\nManagement and structure GSF Act, s 7.11 Yes 18–21\nTPG25-10a\nFunctions and services GSF Act, s 7.11 Yes 14–17\nTPG25-10a\nControlled entities or subsidiaries / GSF Act, s 7.11 N/A (No controlled -\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- [Page 49]\nOn 1 July 2020 we launched a 5-year strategic plan articulating our vision, mission and purpose, as well as\nreaffirming our core values.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n\n### Role and Functions\n\n- [Page 18]\nAdditional one-off funding was also received • Integrity agencies are excluded from\nto replace and modernise legacy systems efficiency dividends.\nand infrastructure.\n• A specialist integrity agency unit is\nestablished within NSW Treasury to manage\n2023–24 budget\nrepresentations of integrity agency funding\nIn the recent NSW State Budget for 2023–24\nneeds and provide integrity agencies with\n(delayed to September 2023 following the state\ninformation on their funding outcomes.\nelection in March 2023), the NSW Ombudsman has\n• Integrity agencies have the ability to review\nbeen allocated a budget of $53.8 million recurrent\nTreasury’s advice to Cabinet on funding\nexpenditure and $1.8 million capital expenditure.\nbids and provide their own advice directly\nThis includes additional funding approved in\nto Cabinet.\nresponse to 4 budget proposals, each of which\n  Source: `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)`\n- To those seeking to understand the role, functions With improved Government commitment to both the\nand impact of this office since its establishment in independence and adequacy of our funding, we have\n1975, I recommend our publication, 50 years pursuing re-built our resourcing, with staff numbers bouncing back\nfairness for NSW 1975–2025, authored by Dr Lisa from an historic low 5 years ago of around 120, to now\nMurray and released this year to coincide with our over 250 people this year.\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- Outcome 1 Outcome 2 Outcome 3 Outcome 4\n• Investigation into Inmate Discipline in NSW Correctional\nCentres16 (tabled 21 August 2024).\n• Investigation into Actions Taken Against Bystander\nSpecial reports and statutory reports Inmates Following an Incident at Clarence Correctional\nCentre17 (tabled 21 August 2024).\nto Parliament\n• Casebook July 2024: Investigations and Complaint-\nUnder section 31 of the Ombudsman Act, the Ombudsman can\nhandling Case Studies18 (tabled 30 July 2024).\nmake special reports to Parliament on any matter arising in\nconnection with the discharge of the Ombudsman’s functions. • Protecting Children at Risk: An Assessment of Whether\nthe Department of Communities and Justice (DCJ) Is\nWe may make a special report following a particular\nMeeting Its Core Responsibilities and Report Community\ninvestigation and tend to do so especially where these\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- 17.02.2016 Strengthening the oversight of workplace child abuse allegations\n1.01.2017 NSW Ombudsman Inquiry into behaviour management in schools\n1.06.2017 Improving probity standards for funded organisations\n21.06.2018 More than shelter – addressing legal and policy gaps in supporting homeless children\n5.10.2018 The JIRT Partnership – 20 years on\n2.11.2018 Abuse and neglect of vulnerable adults in NSW - the need for action\n19.10.2020 More than shelter – addressing legal and policy gaps in supporting homeless children: a progress report\n29.07.2022 Modifying public housing properties to meet the needs of tenants with disability\n31.08.2022 Specialist homelessness services: helping people with high or complex needs\n29.05.2023 More than shelter – special report\n5.07.2024 Protecting children at risk: an assessment of whether the Department of Communities and Justice is meeting its\n  Source: `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-50-Year-Anniversary-Report.pdf)`\n- [Page 65]\n7: Clarity of purpose\nStrategic outcome: Clarity of role and purpose, with a set of strategically aligned\nstatutory functions that support efficient operations at a sustainable scale\nStrategic initiatives Status 2021–22 Key actions\n7.1.\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- We received 1,046 COVID-related in place.\nactionable complaints in the 2021–22 financial\nAs an investigating authority, we also receive,\nyear — more than double the number received in\ninvestigate and otherwise deal with public\n2020–21.\ninterest disclosures made to our office\nThe largest increase in complaints concerned about maladministration.\nthe custodial system: there were 5 times as many\nThe NSW Ombudsman chairs the Public Interest\ncomplaints in 2021 about custodial services than\nDisclosures (PID) Steering Committee, a statutory\nthere had been in 2020–21.\nadvisory mechanism for key stakeholders to\nWe published a special report to Parliament on 7 provide advice to the ministers responsible for\nSeptember 2022, The COVID-19 Pandemic: Second administering the PID Act — the Premier and the\nReport,34 which provides further analysis of the Attorney General.\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n\n### Strategic Priorities\n\n- Although we understand the remaining\nOmbudsman, including: requests are eligible for the DRF, we have been\ninformed they have not been funded at this\n(a) An increase in ongoing base funding needed\ntime because they have not been ranked as high\nto enable the office to properly discharge all\npriorities relative to other requests made across\nof its statutory functions.\ngovernment for DRF funding.\n(b) Funding in respect of additional expenses\nthat will be incurred by the Ombudsman’s\nLegislative and legal issues\nOffice as a result of anticipated to be\nenacted or commenced in 2021–22:\nRecent legislative amendments\n– a new Public Interest Disclosure Bill 2021,\nwhich the government introduced on 14\nResponding to oral complaints\nOctober 2021\nPreviously, under section 15 of the Ombudsman\n– the Mandatory Disease Testing Act 2021, Act, if a person made an oral complaint to the\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- We have a staff-led Diversity In 2020–21, we published our NSW Ombudsman\nand Inclusion (D&I) Advisory Forum that supports Multicultural plan 2021–22, which sets out our:\nthe implementation of a range of D&I initiatives to • commitment to people from culturally\npromote greater inclusion and support diversity. diverse backgrounds\nThis year, we launched our D&I framework, which • workforce diversity profile\nsets out our commitment to inclusive work\n• work with culturally diverse people\npractices and culture and identifies key existing\nand communities\nand planned initiatives to support diversity and\n• 2021–2022 priorities.\ninclusion in the workplace.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- 2021–22 and the work we are doing to achieve\nour purpose, including: We otherwise encourage all staff to be and remain\n– protecting citizens from abuse of power and up to date with their COVID-19 vaccinations, and\nunfair treatment as at October 2022, 100% of our staff have had at\nleast 2 vaccinations.\n– fostering enduring reforms\n– providing a trusted source of independent\nFunding matters\nadvice to Parliament.\n• Chapter 3 outlines key activities we have\nThe budget process for independent\nundertaken in 2021–22 to achieve our\nstrategic initiatives. integrity bodies\nOn 9 May 2022, the government provided its\nOperational impacts of the substantive response to the February 2021 Public\nAccountability Committee’s final report5 on the\nCOVID-19 pandemic\nbudget process for independent oversight bodies\nCOVID-19 continued to impact our operations in NSW.\nduring 2021–22.\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- In 2022–23, we will:\nIn 2020–21 we reported on the publication of our\nNSW Ombudsman Multicultural Plan 2021–22, • develop our new Multicultural Plan Action Plan\nwhich sets out our: • develop our Reconciliation Action Plan\n• commitment to people from culturally\n• finalise our new Language Services Guidelines\ndiverse backgrounds\n• work towards finalising our new Operating\n• workforce diversity profile\nPrinciples and Procedures for Working with\n• work with culturally diverse people People from a Culturally Diverse Background\nand communities\n• upskill staff on working with interpreters\n• 2021–22 priorities.\n• review and update the register of people in\nWe outline implementation of this plan below. our office who are accredited translators and\nOur 2022–23 Multicultural Plan will be developed interpreters (including AUSLAN)\nin the next reporting period.\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- [Page 65]\n• the resignation of the Deputy Ombudsman, Key activities included:\nHealth Administration on 1 July 2024, and\n• identification of key actions taken to mitigate\nthe subsequent appointment of the Deputy\nstrategic risks or emerging pressures on\nOmbudsman, Complaints and Resolution to\nstrategic risks to inform the Executive’s\na dual role including Deputy Ombudsman,\nevaluation of strategic risk ratings each\nHealth Administration: see Section 1.2\nquarter\n• the Treasurer’s issuance of TD24-12 Charter of\n• emphasis on the identification, reporting and\nIndependence for NSW Integrity Agencies on\nmanagement of conflicts of interests for new\n6 August 2024: see Section 1.3, and\nstarters and recruitment activities\n• entering into new occupancy agreements for\n• regular attendance by the Governance and\noffice accommodation on 13 September 2024\nRisk unit at all-staff and branch meetings to\n  Source: `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)`\n- The\nThat, in accordance with the Optional Protocol to the\nimportant work of the CDRT was also acknowledged by\nConvention Against Torture, the NSW Government\nthe committee; noting that most of the CDRT’s 2022-2025\nnominate a National Preventative Mechanism for\nNew South Wales as a matter of priority.1 Strategic Priorities were completed or in progress.\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- [Page 112]\nCompliance Index List\nHeading Compliance requirement Basis for, or source Completed Page/s\nof, requirement\nLetter of Letter to Presiding Officers of each Government Sector Yes 2\nsubmission House of Parliament Finance Act 2018\n(GSF Act), Div 7.3\nOmbudsman Act\n1974, s 30(2)\nAcknowledgement Acknowledgement of country GSF Act, s 7.11 Yes 3\nof country TPG25-10a\nContent headings Report structure Government Sector Yes 12, 25,\nFinance Regulation 30, 64,\n2024, reg 23 76, 83\nOverview Vision and values GSF Act, s 7.11 Yes 15\nTPG25-10a\nAgency establishment Act GSF Act, s 7.11 Yes 13\nTPG25-10a\nAims and objectives GSF Act, s 7.11 Yes 15, 27–29\nTPG25-10a\nManagement and structure GSF Act, s 7.11 Yes 18–21\nTPG25-10a\nFunctions and services GSF Act, s 7.11 Yes 14–17\nTPG25-10a\nControlled entities or subsidiaries / GSF Act, s 7.11 N/A (No controlled -\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- [pages 112,113,114,115]\nned or consolidated TPG25-10a entities or subsidiaries)\nStrategy Strategic objectives GSF Act, s 7.11 Yes 26–27\nTPG25-10a\nCurrent and future strategic plans GSF Act, s 7.11 Yes 24–29\nto accomplish outcomes and TPG25-10a\nobjectives\nSystems and processes to measure GSF Act, s 7.11 Yes 26, 34\nthe target outcomes TPG25-10a\nResource allocation to implement GSF Act, s 7.11 Yes 28–29\nstrategic plans TPG25-10a\nOperations and Key products and services GSF Act, s 7.11 Yes 31–33\nperformance TPG25-10a\nService delivery models GSF Act, s 7.11 Yes 31\nTPG25-10a\nSignificant programs and GSF Act, s 7.11 Yes 34–57\noperations TPG25-10a\nPerformance metrics regarding GSF Act, s 7.11 Yes 58–62\ntargeted outcomes / objectives TPG25-10a\nfrom the strategy and/or\ncorporate plan\n112 NSW Ombudsman Annual Report 2024–25\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- Decline after assessment only, including:\nA C onduct outside jurisdiction; trivial; remote; insufficient interest; commercial matter; right of appeal\nor redress; substantive explanation or advice provided; premature – referred to agency; concurrent representation;\ninvestigation declined on resource/priority grounds\nPreliminary or informal investigation:\nB Substantive advice, information provided without formal finding of wrong conduct\nC Advice/explanation provided where no or insufficient evidence of wrong conduct\nD Further investigation declined on grounds of resource/priority\nE Resolved to Ombudsman’s satisfaction\nF Resolved by agency prior to our intervention\nG Suggestions/comment made\nH Consolidated into other complaint\nI Conciliated/mediated\nJ PID preliminary inquiries\nFormal investigation:\nK Resolved during investigation\nL Investigation discontinued\nM No adverse finding\n  Source: `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman_AR16_Appendices-errata.pdf)`\n- [Page 33]\nAppendix G\nAccess and equity programs\nMulticultural action plan (MAP)\nPlanned outcome Strategies Progress report for 2015–16\n• Key priority area: Planning and evaluation\nIntegrate multicultural Conduct a comprehensive review of our • Our MAP 2015-19 reflects changes in relevant legislation and\npolicy goals into our MAP to ensure that our plan reflects current government policies, and is outcome focused – with strategies\ncorporate and business legislation and policies concerning migrants and actions to ensure our services are accessible and\nplanning and review and humanitarian entrants, and that our office appropriate for culturally, linguistically and religiously diverse\nmechanisms. is accessible to culturally, linguistically and people.\nreligiously diverse people.\n  Source: `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman_AR16_Appendices-errata.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- We have also been supporting the review on\nthe progress of the DCJ Aboriginal Outcomes In February 2021 DCJ published its plan to\nStrategy 2017 to 2021 to determine whether implement the new recommendations and\nit has achieved its target to reduce the advised that a final progress report about\noverrepresentation of Aboriginal children and implementation will be provided by March 2022.15\nyoung people in out-of-home care by 10% by 30\nIn line with its commitments, DCJ published in\nJune 2020.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- [Page 112]\nCompliance Index List\nHeading Compliance requirement Basis for, or source Completed Page/s\nof, requirement\nLetter of Letter to Presiding Officers of each Government Sector Yes 2\nsubmission House of Parliament Finance Act 2018\n(GSF Act), Div 7.3\nOmbudsman Act\n1974, s 30(2)\nAcknowledgement Acknowledgement of country GSF Act, s 7.11 Yes 3\nof country TPG25-10a\nContent headings Report structure Government Sector Yes 12, 25,\nFinance Regulation 30, 64,\n2024, reg 23 76, 83\nOverview Vision and values GSF Act, s 7.11 Yes 15\nTPG25-10a\nAgency establishment Act GSF Act, s 7.11 Yes 13\nTPG25-10a\nAims and objectives GSF Act, s 7.11 Yes 15, 27–29\nTPG25-10a\nManagement and structure GSF Act, s 7.11 Yes 18–21\nTPG25-10a\nFunctions and services GSF Act, s 7.11 Yes 14–17\nTPG25-10a\nControlled entities or subsidiaries / GSF Act, s 7.11 N/A (No controlled -\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- [pages 112,113,114,115]\nned or consolidated TPG25-10a entities or subsidiaries)\nStrategy Strategic objectives GSF Act, s 7.11 Yes 26–27\nTPG25-10a\nCurrent and future strategic plans GSF Act, s 7.11 Yes 24–29\nto accomplish outcomes and TPG25-10a\nobjectives\nSystems and processes to measure GSF Act, s 7.11 Yes 26, 34\nthe target outcomes TPG25-10a\nResource allocation to implement GSF Act, s 7.11 Yes 28–29\nstrategic plans TPG25-10a\nOperations and Key products and services GSF Act, s 7.11 Yes 31–33\nperformance TPG25-10a\nService delivery models GSF Act, s 7.11 Yes 31\nTPG25-10a\nSignificant programs and GSF Act, s 7.11 Yes 34–57\noperations TPG25-10a\nPerformance metrics regarding GSF Act, s 7.11 Yes 58–62\ntargeted outcomes / objectives TPG25-10a\nfrom the strategy and/or\ncorporate plan\n112 NSW Ombudsman Annual Report 2024–25\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- Although we understand the remaining\nOmbudsman, including: requests are eligible for the DRF, we have been\ninformed they have not been funded at this\n(a) An increase in ongoing base funding needed\ntime because they have not been ranked as high\nto enable the office to properly discharge all\npriorities relative to other requests made across\nof its statutory functions.\ngovernment for DRF funding.\n(b) Funding in respect of additional expenses\nthat will be incurred by the Ombudsman’s\nLegislative and legal issues\nOffice as a result of anticipated to be\nenacted or commenced in 2021–22:\nRecent legislative amendments\n– a new Public Interest Disclosure Bill 2021,\nwhich the government introduced on 14\nResponding to oral complaints\nOctober 2021\nPreviously, under section 15 of the Ombudsman\n– the Mandatory Disease Testing Act 2021, Act, if a person made an oral complaint to the\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- This is mostly\nChanges in contacts over time a result of mandatory COVID-19 quarantine\nIn 2020–21, we received 24,733 contacts, 25% (separation) requirements on admission to youth\nlower than the 33,075 contacts we received in justice centres.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- These declines are primarily the during the pandemic and the general\nresult of: restriction of activities within centres.\n• the transfer of responsibility for police\nAs well as the above, since March 2020, the\noversight to the Law Enforcement Conduct\ncircumstances of the COVID-19 pandemic has\nCommission (LECC) on 1 July 2017, which has\nlikely impacted the volume of contacts to our\nmeant that we no longer receive actionable\noffice, including because:\ncomplaints about NSW Police Force\n• Some of the usual routines of government and\n• the transfer of disability services to NDIS services that people receive (and therefore\nservice providers from 1 July 2018, which from time to time might complain to us about)\nhas reduced both notifications (of disability have been disrupted.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- Financial position as at 30 June 2021 Financial Position as at 30 June 2021\n$725,000 The net operating result for the year ended 30\nJune 2021 is a deficit of $1.097 million.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- This is a\n$13,252,000 $12,527,000\nresult of a significant decline in market rent due\nto the impact of COVID-19.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- [Page 96]\nOmbudsman’s Office Ombudsman’s Office\nStatement of Comprehensive Inco m e for th e year ende d 30 Ju ne 20 21 Statement of Financia l P osition as at 3 0 June 2021\nBud\n20\ng\n2\ne\n1\nt Ac\n2\nt\n0\nu\n2\na\n1\nl Ac\n2\nt\n0\nu\n2\na\n0\nl\nBudget Actual Actual\nNotes 2021 2021 2020\nContinuing operations $’000 $’000 $’000 Notes $’000 $’000 $’000\nExpenses excluding losses\nASSETS\nEmployee-related expenses 2(a) 21,210 16,904 18,433\nCurrent Assets\nOperating expenses 2(b) 5,519 5,110 4,326\nCash and cash equivalents 7 865 1,148 911\nDepreciation and amortisation 2(c) 958 3,537 3,572\nReceivables 8 906 1,159 906\nFinance costs 2(d) 22 234 277\nTotal Current Assets 1,771 2,307 1,817\nTotal expenses excluding losses 27,709 25,785 26,608\nNon-Current Assets\nRevenue\nProperty, plant and equipment\nAppropriations 3(a) 26,457 25,915 25,554\n- Plant and equipment 1,910 2,193 2,465\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- [Page 98]\nOmbudsman’s Office Ombudsman’s Office\nStatement of Changes in Equity for the year ended 30 June 2021 Statement of Cash Flows f or the yea r ende d 30 J une 20 21\nBud\n20\ng\n2\ne\n1\nt Ac\n2\nt\n0\nu\n2\na\n1\nl Ac\n2\nt\n0\nu\n2\na\n0\nl\nAccumulated Accumulated Notes\n$’000 $’000 $’000\nFunds Funds\n2021 2020 CASH FLOWS FROM OPERATING ACTIVITIES\nNotes $’000 $’000\nPayments\nEmployee related (20,232) (17,108) (19,099)\nBalance at 1 July 372 964\nSuppliers for goods and services (5,532) (6,687) (4,568)\nNet result for the year (1,097) (893)\nFinance costs - (221) (269)\nTotal comprehensive income for the year (725) 71\nTotal Payments (25,764) (24,016) (23,936)\nTransaction with owners in their capacity as\nReceipts\nowners\nAppropriations 26,457 25,915 25,554\nIncrease in net assets from equity transfers - 301\nSale of goods and services 576 418 396\nBalance at 30 June (725) 372\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- 19 Reconciliation of Cash Flows from Operating Activities to Net Result\nReconciliation of cash flows from operating activities to the net result as\n2021 2020\n$’000 $’000\nreported in the Statement of Comprehensive Income as follows:\nNet cash used on operating activities 3,428 3,035\nDepreciation and amortisation expense (3,537) (3,572)\nAdjustment on right-of-use assets - (241)\nIncrease in Make Good assets - 263\nDecrease / (Increase) in provisions (89) 352\nIncrease / (decrease) in prepayments 219 22\nDecrease/(increase) in payables 497 (756)\nIncrease / (decrease) in receivables 34 (52)\nDecrease / (Increase) in contract liabilities (68) -\nDecrease / (Increase) in other liabilities - 454\nLosses on disposal of assets - (63)\nEquity transfer on fixed assets - (34)\nIncrease in net asset from equity transfer - (301)\nImpairment loss (1,581) -\nNet result (1,097) (893)\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- [pages 115,116,117]\nrating activities to the net result as\n2021 2020\n$’000 $’000\nreported in the Statement of Comprehensive Income as follows:\nNet cash used on operating activities 3,428 3,035\nDepreciation and amortisation expense (3,537) (3,572)\nAdjustment on right-of-use assets - (241)\nIncrease in Make Good assets - 263\nDecrease / (Increase) in provisions (89) 352\nIncrease / (decrease) in prepayments 219 22\nDecrease/(increase) in payables 497 (756)\nIncrease / (decrease) in receivables 34 (52)\nDecrease / (Increase) in contract liabilities (68) -\nDecrease / (Increase) in other liabilities - 454\nLosses on disposal of assets - (63)\nEquity transfer on fixed assets - (34)\nIncrease in net asset from equity transfer - (301)\nImpairment loss (1,581) -\nNet result (1,097) (893)\nNSW Ombudsman Annual Report 2020–2021 107\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- The basis will be reviewed\nannually and amended where there is a structural change in the level of interest rate volatility\nThe following table demonstrates the sensitivity to a reasonably possible change in interest rates:\n2021 2020\n$’000 $’000\n-1% +1% -1% +1%\nNet Result (11) 11 (9) 9\nEquity (11) 11 (9) 9\n(c) Fair value measurement\nFair value recognised in the Statement of Financial Position\nManagement assessed that cash, trade receivables, trade payables, and other current liabilities approximate their\nfair values, largely due to the short-term maturities of these instruments.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- The Steering Committee’s\ndied as a result of abuse or neglect, or whose\n2020–21 annual report was presented to the\ndeath occurred in suspicious circumstances.\nminister on 21 October 2021 and is available on\nUnder Pt 5A of CS CRAMA we also convene and\nour website.3\nsupport the NSW Child Death Review Team, which\nCommunity services monitoring, reviews examines and maintains a register of the deaths\nand inquiries of all children in NSW.\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| $50.8 million, $2.9 million, 50.8 million, 2.9 million | 2023–24 revenue ($’000)\n1,973\n26\n841\n51,384\nAppropriation\nSale of goods and services\nAcceptance by the Crown Entity of employee\nbenefits and other liabilities\nOther income\n76 NSW Ombudsman Annual Report 2023-2024\n693\n814\n826\n796\n148\n2023-24\nExpenses\nTotal expenses recorded was $50.8 million, which\nwas $2.9 million less than budget primarily due\nto temporary vacancies in newly established and\nfunded positions while recruitment processes were\nunder | `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)` |\n| $3.5 million, $2.6 million, $0.8 million, 3.5 million, 2.6 million | This is\nprimarily due to:\n$3.5 million savings on employee related expenses as a result of high volume of staff turnover and delays\nin filling vacant positions, offset by $2.6 million higher spend in contractors and consultants to backfill\nbudgeted positions and support organisation-wide projects.\n$0.8 million savings due to end of year actuarial adjustments of Crown Entity related expenses.\n$0.8 million savings on Right-of-Use assets depreciatio | `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)` |\n| $37.9 million, $6.6 million, 37.9 million, 6.6 million | Financial position as at 30 June 2023\n($’000)\n2,666\n9,239 11,905\nExpenses\nTotal expenses recorded was $37.9 million, which Assets Liabilities Net assets\nwas $6.6 million less than budget primarily due\nto delays in filling vacant positions as a result of\nFinancial statements\nthe tight labour market and delays in project work\nThe financial statements are prepared in\ncaused by resourcing constraints. | `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)` |\n| $3.3 million, $7.0 million, $1.2 million, $5.1\nmillion, 3.3 million, 7.0 million | Cash flows\nCash and cash equivalents were $3.3 million higher than budget mainly due to $7.0 million underspend in\nemployee-related payments and $1.2 million underspend in purchase of intangible assets, offset by $5.1\nmillion lower appropriation received. | `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)` |\n| $3.2 million, $1.5 million, $0.9 million, $0.2 million, 3.2 million, 1.5 million | This is\nprimarily due to:\n• Employee related expenses being $3.2 million below budget, primarily due to temporary vacancies in\nnewly established and funded positions while recruitment processes were undertaken.\n• Higher than budgeted contractor costs to bring on short term resources whilst recruitment processes\nwere undertaken.\n• Lower than budgeted appropriations income by $1.5 million in line with lower than budgeted\nexpenses, offset by $0.9 mi | `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)` |\n| $1.7 million, $1.8 million, $1.6 million, $0.7 million, $0.2\nmillion, 1.7 million | This is primarily\ndue to:\n• Employee related expenses being $1.7 million below budget, primarily due to temporary vacancies in\nnewly established and funded positions while recruitment processes were undertaken.\n• $1.8 million higher than budgeted contractor costs to bring on short term resources whilst\nrecruitment processes were undertaken.\n• Lower than budgeted appropriations income by $1.6 million primarily due to fit out funding being\ncarried | `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)` |\n| $4.1 million, $1.5 million, 4.1 million, 1.5 million | This is primarily due to:\n• Total assets were $4.1 million higher than budget mainly due to increase in cash, as a result of lower\nthan budgeted spending and accumulation of deemed appropriations (see Note 3(a)).\n• Total liabilities were $1.5 million higher than budget mainly due to higher provisions as a result of\nincreased staff numbers. | `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)` |\n| $25.785 million, $1.92 million, 25.785 million, 1.92 million | Total expenses recorded was $25.785 million,\n$1.92 million less than budget primarily due to\nstaff turnover and vacancies throughout the year. | `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)` |\n| $0.3 million, $2.5 million, 0.3 million, 2.5 million | Cash flows\nCash and cash equivalents were $0.3 million higher than budget due to lower employee-related payments,\nas well as fewer purchases of intangible assets, as a result of the reclassification of Software as a Service\nto expenses, offset by the omitted payment of $2.5 million of principal portion of Lease liabilities in the\nbudget. | `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)` |\n| $6.5 million, $5.2m, 6.5 million | This is primarily due to:\n• $6.5 million underspend on employee related expenses as a result of delays in filling vacant\npositions.\n• Within operating expenses, higher contractors costs were incurred to compensate for vacant\npositions, offset by less project and consultancy expenses caused by staffing constraints.\n• Lower revenue of $5.2m which includes a combination of lower appropriation received in line\nwith lower expenses and lower Crown reve | `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)` |\n| $4.3 million, $2.7 million, $1.6 million, 4.3 million, 2.7 million, 1.6 million | Total assets were lower than budget by $4.3 million mainly due to omitted accumulated depreciation of\n$2.7 million of Right-of-use assets in the budget, and the recognition of impairment loss of $1.6 million\nthis year. | `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)` |\n| $0.4 million, $1.8 million, $1.5 million, 0.4 million, 1.8 million, 1.5 million | Total assets were higher than budget by $0.4 million mainly due to $1.8 million increase in cash, as a\nresult of the Digital Restart Fund received, offset by $1.5 million decrease in Right-of-Use assets and\nProperty, Plant and Equipment, as a result of the depreciation and impairment. | `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)` |\n| $1.8 million, $1.0 million, $0.2 million, 1.8 million, 1.0 million | Cash flows\nCash and cash equivalents were $1.8 million higher than budget mainly due to $1.0 million Digital Restart\nFund and $1.0 million GST refund received, offset by $0.2 million lower payments for operating expenses. | `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)` |\n| $1.2 million, $0.4 million, $0.7 million, 1.2 million, 0.4 million, 0.7 million | Total liabilities were $1.2 million higher than budget mainly due to higher payables of $0.4 million due to\ntiming, and $0.7 million increase in current provisions as a result of increase in staff numbers. | `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)` |\n| $6.4 million, $4.9 million, $3.7\nmillion, $2.1 million, $0.6 million | The significant operating\nexpenses included contractors $6.4 million (2023:\n$4.9 million), information technology services $3.7\nmillion (2023: $2.1 million), and staff development\nand wellbeing costs $0.6 million (2023: $0.6 million). | `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)` |\n| $5.3 million, $0.7 million, $2.7 million, $1.5 million, $1.9 million, 5.3 million | This is primarily due to:\n• $5.3 million lower than budgeted employee-related payments and $0.7 million lower than budgeted\npurchases of intangible assets, offset by $2.7 million higher than budgeted payments for goods and\nservices.\n• $1.5 million lower than budgeted appropriations received, offset by $1.9 million in GST refunds not\nincluded in the original budget. | `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)` |\n| $725,000 , $1.097 million, 1.097 million | Financial position as at 30 June 2021 Financial Position as at 30 June 2021\n$725,000 The net operating result for the year ended 30\nJune 2021 is a deficit of $1.097 million. | `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)` |\n| $13,252,000 , $12,527,000 | This is a\n$13,252,000 $12,527,000\nresult of a significant decline in market rent due\nto the impact of COVID-19. | `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)` |\n\n## Key Achievements\n\n- [Page 57]\n3.1 Strategic outcomes highlights\nLeadership and governance\nUnified leadership and robust governance\n• Held executive and extended leadership planning day and all staff events\n• Appointed 3 new executive positions to support a new function, branch and project\n• Engaged external support to roll out a ‘360 review’ leadership program\nClarity of purpose\n• Met with the Human Rights Commissioner to discuss OPCAT and its delayed implementation\n• Reviewed and updated memorandums of understanding and Information Sharing\nAgreements with other oversight agencies\nPeople and culture\nEmployer of choice with an engaged workforce\n• Launched an online learning and development platform to support staff training\nrequirements and performance development plans\n• Implemented our Health & Wellbeing Action Plan and Diversity & Inclusion Action Plan\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- Some of our highlights from\nagency’s conduct this year are on pages 24–25 in the Strategic\n• help where possible to conciliate and Action Plan highlights.\nresolve complaints\n• A number of distinctly ‘transformative’\n• where necessary, investigate matters of\nprojects to be delivered for the remainder of\nserious or systemic concern.\nthe plan, which had been consolidated into a\nOutcome 2 aims to support democratic principles Transformation Program: refer to Section 2.3\nand the rule of law, and to ensure citizens are for more information about that program and\nprotected from abuse of power and unfair our progress.\ntreatment, by holding public authorities and\n• Progress towards achieving our 4 strategic\ncommunity service providers to account when\noutcomes to be measured by reference to a\nthey engage in wrong conduct.\nseries of key performance indicators (KPI)\n  Source: `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)`\n- [Page 24]\nStrategic action plan highlights\nServices and impact\n• Engaged an inaugural Deputy Ombudsman, Health Administration (February–July 2024)\nto commence developing our approach to better respond to health administration\ncomplaints and reports of wrongdoing by health sector staff.\n• Stood up the Whistleblower Support Team with recruitment of team manager and\ndevelopment of operating model.\n• Developed a model for biannual reporting of complaint case studies and investigations\noutcomes and commenced drafting of first report (tabled 30 July 2024).\n• Established new quality assurance framework and commenced delivery of regular\nquality assurance reviews.\n• Refreshed our internal complaints-handling policies and procedures.\n• Finalised a review of the Aboriginal Programs Branch with delivery of a refreshed\nAboriginal programs monitoring and review framework.\n  Source: `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)`\n- To achieve this tracking of progress completed on a quarterly basis.\noutcome, we: listen to their complaints or questions; Some of our highlights from 2024–25 can be found in\nprovide information and guidance; provide an impartial Section 2.3.\nassessment of an agency’s conduct; help where possible to\n• Progress towards achieving our 4 strategic outcomes\nconciliate and resolve complaints; and, where necessary,\nto be measured by reference to a series of key\ninvestigate matters of serious or systemic concern.\nperformance indicators (KPI) ascribed to each\nOutcome 2 aims to support democratic principles and outcome.\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- It has fully complied with 1\nrecommendation and made substantial progress on We also recommended that Serco apologise to each\nthe others, including: inmate and ensure that staff at Clarence received\nrefresher training in relation to a number of processes.\n• revised procedures, staff training, communication\nWe further recommended that Clarence identify the\nplan and consultation\nfactors leading to incomplete or erroneous information\n• legislative changes introducing a new power for the\nbeing recorded or used when charging and segregating\nCommissioner to review findings of guilt, penalties\ninmates, and determine whether additional remedial\nand compensation orders\naction is warranted.\n• 2,845 orders to inmates to compensate CSNSW for\nCSNSW accepted and implemented all recommendations.\ndamaged property have been reviewed and so far\nSerco complied with all recommendations made to it,\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- I am honoured to hold the role during such a significant and investigations capabilities, providing ongoing\nmilestone, as we highlight the achievements and progress monitoring and oversight of systems and programs, as\nmade over the past 5 decades, reflect on the enduring well as contributing to providing educational and resource\nlegacy of our work, and look ahead to the continuing support to empower agencies to improve themselves\nimportance and impact of our functions into the future. and prevent maladministration before it happens.\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- I am honoured to hold the role during such a significant milestone, as we highlight the achievements and progress made over the past 5 decades, reflect on the enduring legacy of our work, and look ahead to the continuing importance and impact of our functions into the future.\n  Source: `pages/annual-reports-index__00.html (https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2024-25)`\n- Undertake a comprehensive Current status unknown.\nreview of the inmate\ndiscipline framework and\nIn the last formal update we received from CSNSW in July 2025 we were told\naccompanying processes,\nthat:\nincluding through any\nnecessary stakeholder • CSNSW has completed a literature review and interjurisdictional scan.\nconsultation, with the view • A workshop on inmate discipline reform was held on 23 June 2025 with\nto reforming the current PSA delegates, the Acting General Manager, and President of the PSA.\nframework, including\n• A staff communication plan and implementation strategy was endorsed.\nthrough legislative\n• A new draft Custodial Operations Policy and Procedures (COPP) on inmate\namendment, to improve its\ndiscipline is subject to consultation with PSA, prior to finalisation.\nfairness and effectiveness.*\nAn Inmate Discipline Reform Project Plan (the ‘Plan’) outlining\n  Source: `other-pdfs/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pdf)`\n- Pursue an enhanced program Completed Visited 27 custodial facilities (21 correctional centres,\nof visits to correctional centres and and now 5 youth justice centres and 1 court cell complex).\nyouth justice centres to improve ongoing Stood up a new detention and custody team of\naccess to our services, as well as to identified staff to be subject matter experts and\nenhance the capacity of our staff implemented intensive training to other staff on\nto deal with complaints through handling custodial complaints and visiting custodial\na strong working understanding facilities.\nof the correctives system and the Arranged for staff who visit correctional centres\nunique context in which complaints to do Security Awareness Training online from the\nmay arise in such settings Corrective Services Academy.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- [Page 113]\nHeading Compliance requirement Basis for, or source Completed Page/s\nof, requirement\nEconomic or other factors affecting GSF Act, s 7.11 Yes 22–23\nachievement of operational TPG25-10a\nobjectives\nUse of technology GSF Act, s 7.11 Yes 70\nTPG25-10a\nApproach to innovation and GSF Act, s 7.11 Yes 33, 69–70\ncontinuous improvement TPG25-10a\nInfrastructure program GSF Act, s 7.11 N/A (No major works -\nTPG25-10a during reporting period)\nEvents arising after the end of GSF Act, s 7.11 Yes 71\nthe annual reporting that TPG25-10a\nsignificantly affect operations,\nor the community served\nImplementation of price Independent Pricing N/A (IPART Act not -\ndetermination or recommendation and Regulatory applicable to the\naccording to section 18(4) of Tribunal Act 1992, Ombudsman’s\nthe Independent Pricing and s 18(4) government services\nRegulatory Tribunal Act 1992 which are provided\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- We have committed to\ncircumstances such as role, team requirements\nreporting publicly on the progress of our Strategic\nand personal circumstances, full-time staff\nPlan through our annual reports.\nwere generally required to work in the office a\nIn this report: minimum of 2 days per week.\n• Chapter 2 summarises our operations during\nHowever, in the last week of June 2021 we again\n2020–21 and the work we are doing to achieve\nclosed our office, including to members of the\nour purpose, including:\npublic, and required all staff to work at home.\n– Protecting citizens from abuse of power and This was in response to the Public Health Orders\nunfair treatment imposed on 25 June 2021.6\n– Fostering enduring reforms\nFunding issues\n– Providing a trusted source of independent\nadvice to Parliament.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- We have also been supporting the review on\nthe progress of the DCJ Aboriginal Outcomes In February 2021 DCJ published its plan to\nStrategy 2017 to 2021 to determine whether implement the new recommendations and\nit has achieved its target to reduce the advised that a final progress report about\noverrepresentation of Aboriginal children and implementation will be provided by March 2022.15\nyoung people in out-of-home care by 10% by 30\nIn line with its commitments, DCJ published in\nJune 2020.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- It also commits\nbut that would be inclusive of the issues raised in\nDCJ to regularly monitoring implementation of\nrecommendation 10.\nthe policy to ensure that outcomes align with its\nHowever, we deferred our review given DCJ’s purpose and goals.29\ndecision to commission PricewaterhouseCoopers\nIn March 2022, as per our recommendation, DCJ\nto undertake an audit, which was finalised in\npublished a final report on its implementation of\nNovember 2021. the recommendations.30\nIn March 2022, the Office of the Children’s\nWe are planning to publicly report on\nGuardian provided a special report to the Minister\nour assessment of DCJ’s response to our\nfor Families and Communities, highlighting that\nrecommendations in late 2022.\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- We\n• flexible ways of working model also completed an internal audit focused on psychosocial\nwellbeing and safety, which has identified a range of\n• mandatory disease testing policy\nrecommendations and corrective actions now being\n• reporting and managing incident and hazard reports implemented to help manage health and safety risks.\n• resolving WHS issues at NSW Ombudsman\nWorkers’ compensation claims\n• return to work program\n• workplace adjustment policy and procedure We participate in the Treasury Managed Fund, a\nself-insurance scheme for the NSW public sector.\n• WHS risk assessment form and guidance\nAs of 30 June 2025, there were 6 open workers’\n• working at home policy.\ncompensation claims.\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- These activities are\nKey activities included:\nconstrained by our financial resources, and have\n• continued working with KPMG to uplift\nalso been impacted by COVID-19.\nrisk management maturity, including the\nActivities undertaken this year include:\ndevelopment of risk appetite statements,\n• participating in community information days design of risk metrics, enhancement of\n(the St George Migrant Information Day and the enterprise risk reporting, and the introduction\nAnti-poverty Forum) of a new governance, risk and compliance tool\n• engaging with Multicultural NSW, including • finalisation and implementation of a new fraud\nthrough the participation in 2 pilot training control plan\nsessions delivered on working with interpreters\n• refreshment of the business continuity plan\nand cultural competence\n• deployment of internally developed and\n• continuing to strengthen our relationship\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- The Chief Health Officer must\nthe PID Act\nalso notify us following determination of a review.\n– public officials and other persons in connection\nwith the operation of the PID Act and the\nReviewing the deaths of children\nprotections available to them under the PID Act\nUnder Part 6 of CS CRAMA, we review deaths of children\n• audit and monitor the exercise by agencies of their\nwho were in care or detention, and children who died as\nfunctions under the PID Act, other than functions\na result of abuse or neglect, or whose death occurred in\nexercised by an integrity agency in relation to\ncircumstances suspicious of abuse or neglect.\ndisclosures that do not relate to the integrity agency\nUnder Part 5A of CS CRAMA, we also convene and support\n• provide reports and recommendations to the Minister\nthe NSW CDRT, which examines and maintains a register of\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- This audit work led to other\npractical for Aboriginal people.’279\ncomplementary projects, including a review of\nA specialist Aboriginal unit was established children at risk in 2 towns, Bourke and Brewarrina\nwithin the police division in 1996, in response in western NSW.281 The audit of the interagency\nto recommendations made by the Wood Royal plan led to a series of reports to Parliament, each\nCommission into police corruption.\n  Source: `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-50-Year-Anniversary-Report.pdf)`\n- [Page 26]\nRecommendation Status of implementation, and action we have been told has been taken\ntaken into consideration recommendation, and advising that any misconduct findings be verified\nwhen decisions are made and/or treated with caution.\nabout an inmate’s ongoing\n• A draft CI/Memo will highlight these issues and will require that various\nmanagement, including\nareas verify misconducts before relying on them in subsequent decisions.\ndecisions concerning\n• The Classification and Placement Group received training on 28 October\nclassification or parole,\n2024 on verifying misconduct outcomes (review of disciplinary packages),\nunless a review of the\nwith the full process to commence following the issuance of a CI/Memo (in\ndisciplinary package relating\ndraft).\nto that determination has\nbeen undertaken and the • The High Risk Offenders Secretariat confirmed that misconducts are either\n  Source: `other-pdfs/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pdf)`\n- However, it cannot review • completion of 3 internal audits, and\nour decisions about individual complaints. monitoring of the implementation of findings\nand recommendations\nRisk management and insurance\n• independent external review of the internal audit\nactivities function by the Institute of Internal Auditors\n(IIA) Australia as required once every 5 years per\nOur risk management framework provides the TPP20-08 Internal Audit and Risk Management\nprinciples and processes for all risk management Policy for the General Government Sector.\nactivities across the office.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- Membership\nThe independent chair and members of the Audit and Risk Committee are:\n• Independent Chair, Christine Feldmanis, appointed 24 May 2017 to 23 May 2022\n• Independent Member 1, David Roden, appointed 27 June 2016 to 27 June 2021\n• Independent Member 2, Vicki Allen, appointed 23 August 2017 to 22 August 2022\n• Independent Member 3, Peter Scarlett, appointed 27 June 2021 to 26 June 2026.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- [pages 124,125,126]\nsure the records in its various systems accurately reflect the current contamination status of land\n• review and make necessary amendments to its processes for considering and granting planning\ncertificates and development applications to ensure it considers prior listed uses of the land\n• review the information it provides to future applicants for planning certificates and development\nconsents, to ensure they are given sufficient information about possible contamination\n• provide training and guidance to relevant staff around changes resulting from the\nabove recommendations.\n• provide a copy of the final report issued at the conclusion of this investigation to its Audit and\nRisk Committee.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- [pages 56,57,58]\nmap, including\nrewrite of website in plain English\n• Children and young people action plan endorsed by Executive\n• Rolled out corporate ID refresh across office\nRespect and trust of agencies\n• Rolled out fact sheets and training for staff on agencies within jurisdiction\n• Completed a training services business review\n• Completed PID training needs analysis and operating model consultation, and external\nconsultancy to advise on new PID Audit Framework\nIndependence underpinned by relationship with Parliament\n• Wrote to the government regarding Public Accountability Committee recommendations\nconcerning proposed funding processes for independent integrity agencies\n• Tabled 5 reports to Parliament\n• Commenced roll out of new social media content strategy\n56 NSW Ombudsman Annual Report 2021–2022\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- [Page 12]\nComplaints often come to us because an agency’s Our functions under the PID Act include:\nsystems have failed to result in a satisfactory • to promote public awareness and\nresolution of the complaint. understanding of the PID Act and to promote\nUnder the Ombudsman Act (for public authorities) its objectives\nand CS CRAMA (for service providers), as well • to provide information, advice, assistance and\nas handling individual complaints, we are able training to public authorities, investigating\nto conduct a proactive review into a complaint- authorities and public officials on any matters\nhandling system, to ensure it is functioning relevant to the PID Act\neffectively and fairly, and in accordance with\n• to issue guidelines and other publications\ngood practice.\nto assist public authorities, investigating\nauthorities and public officials\nMonitoring and assessment of Aboriginal\n  Source: `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)`\n- [Page 41]\nReports to Parliament 2022\n29 July 31 August 7 September\nModifying Specialist The COVID-19\npublic housing homelessness pandemic:\nproperties to services: second report\nmeet the needs helping people\nof tenants with with high or\ndisability — issues complex needs\nidentified through\ncomplaints\n25 October\nNSW NSW Child Formal investigations\nOmbudsman Death Review — summary report\nAnnual Team Annual 2021–22: A summary\nReport Report of completed\n2021–22 2021–22 investigations under\nsection 13 of the\nOmbudsman Act 1974\nfor the period from\n1 October 2021 to 30\nSeptember 2022\n21 November 9 December\nPublic Interest Oversight of Effects of perinatal\nDisclosures the Public conditions\nAct 1994 Audit Interest and local area\nReport: Summary Disclosures socioeconomic\nof Public Interest Act 1994 status on early\nDisclosure Annual Report childhood\nAudits of 6 Local 2021–22 mortality in New\n  Source: `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)`\n- [Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit\nand Risk Management Policy for the General Government Sector, specifically:\nCore Requirements Compliant or\nnon-compliant\nRisk Management Framework\n1.1 The Accountable Authority shall accept ultimate responsibility and Compliant\naccountability for risk management in the agency.\n  Source: `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)`\n- Membership\nThe independent chair and members of the Audit and Risk Committee during the 2022-2023 financial year\nwere:\n• Vicki Allen, Independent Chair appointed 24 May 2022 to 23 May 2025\n• Peter Scarlett, Independent Member appointed 27 June 2021 to 26 June 2026\n• Robyn Gray, Independent Member appointed 24 May 2022 to 23 May 2027.\n  Source: `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)`\n\n## Corporate Values and Operating Culture\n\n- PMES 2023 results: key topics — comparison against public sector average\nPublic sector\nOmbudsman % average %\nSatisfaction area 2022 2023 2023\nOutcomes\nEmployee engagement 69 70 64\nJob satisfaction 76 75 69\nWellbeing 72 73 53\nCustomer service 73 73 69\nPurpose and direction\nRole clarity and support 70 71 64\nJob purpose and enrichment 79 80 71\nRisk and innovation 88 87 72\nEthics and values 83 90 79\nWork environment\nHealth and safety 81 84 66\nGrievance handling 66 74 65\nInclusion and diversity 78 75 68\nTeamwork and collaboration 71 67 62\nFlexible working 93 94 63\nEnabling practices\nRecruitment 65 56 45\nLearning and development 60 65 56\nPay 75 79 46\nRecognition 76 72 62\nFeedback and performance management 61 60 56\nLeadership\nSenior managers 63 66 52\nDecision-making and accountability 75 71 60\nCommunication and change management 60 65 56\nEmployee voice 75 74 65\n  Source: `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)`\n- [pages 62,63,64]\n69 70 64\nJob satisfaction 76 75 69\nWellbeing 72 73 53\nCustomer service 73 73 69\nPurpose and direction\nRole clarity and support 70 71 64\nJob purpose and enrichment 79 80 71\nRisk and innovation 88 87 72\nEthics and values 83 90 79\nWork environment\nHealth and safety 81 84 66\nGrievance handling 66 74 65\nInclusion and diversity 78 75 68\nTeamwork and collaboration 71 67 62\nFlexible working 93 94 63\nEnabling practices\nRecruitment 65 56 45\nLearning and development 60 65 56\nPay 75 79 46\nRecognition 76 72 62\nFeedback and performance management 61 60 56\nLeadership\nSenior managers 63 66 52\nDecision-making and accountability 75 71 60\nCommunication and change management 60 65 56\nEmployee voice 75 74 65\nAction on survey results 73 72 43\nParticipation rate 100 98 58\n62 NSW Ombudsman Annual Report 2023-2024\n  Source: `annual-reports/2023-24.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf)`\n- [Page 68]\nTable 18: NSW Ombudsman PMES results (2020–24)\nOmbudsman % 2024 Public\nSatisfaction area sector\n2020 2021 2022 2023 2024 average %\nOutcomes\nEmployee engagement 64 64 69 70 67 62\nJob satisfaction 61 63 76 75 70 71\nWellbeing 69 69 72 73 75 62\nCustomer service 74 71 73 73 71 68\nPurpose and direction\nRole clarity and support 63 63 70 71 70 65\nJob purpose and Not\n78 79 80 79 72\nenrichment measured\nRisk and innovation 78 84 88 87 82 70\nNot Not\nEthics and values 83 90 87 81\nmeasured measured\nWork environment\nHealth and safety 69 75 81 84 77 65\nGrievance handling 41 55 66 74 67 64\nInclusion and diversity 77 80 78 75 68 66\nTeamwork and\n68 68 71 67 61 61\ncollaboration\nFlexible working 86 90 93 94 95 65\nEnabling practices\nRecruitment 63 59 65 56 66 51\nLearning and development 47 54 60 65 65 60\nPay 75 81 75 79 79 44\nNot\nRecognition 70 76 72 72 60\nmeasured\nFeedback and\n60 68 61 60 59 56\n  Source: `annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)`\n- [Page 55]\nPurpose\nTo foster enduring system-wide change that will To provide a trusted source\nprevent future failings and improve public administration of independent advice to\nand service delivery … the Parliament…\nincluding by: in order to provide\nassurance of Executive\n- helping government and service providers to learn from\ncompliance with the Rule\npast complaints, incidents and failings\nof Law and support the\n- promoting public sector whistleblowing\nParliament’s functions to\n- providing advice, suggestions and recommendations scrutinise the Executive\nthat are evidence-based, realistic and effective and debate legislative\n- providing education and training to government reform.\nagencies and service providers to encourage good\nadministrative practice and build capability\nThis is what our work is aimed toward\nValues\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- [Page 74]\nSatisfaction area 2020 Ombudsman % 2020 Public sector average %\nRecruitment 63 45\nTeamwork and collaboration 68 69\nRisk and innovation 78 75\nDecision-making and accountability 64 60\nCustomer service 74 74\nPay 75 63\nGrievance processes 41 45\nAction on survey results 59 45\nPersonnel and industrial relations 4.\n  Source: `annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)`\n- [pages 56,57,58]\nmap, including\nrewrite of website in plain English\n• Children and young people action plan endorsed by Executive\n• Rolled out corporate ID refresh across office\nRespect and trust of agencies\n• Rolled out fact sheets and training for staff on agencies within jurisdiction\n• Completed a training services business review\n• Completed PID training needs analysis and operating model consultation, and external\nconsultancy to advise on new PID Audit Framework\nIndependence underpinned by relationship with Parliament\n• Wrote to the government regarding Public Accountability Committee recommendations\nconcerning proposed funding processes for independent integrity agencies\n• Tabled 5 reports to Parliament\n• Commenced roll out of new social media content strategy\n56 NSW Ombudsman Annual Report 2021–2022\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- PMES 2021 results: key topics — comparison against public sector average\nPublic sector\nOmbudsman % average %\nSatisfaction area 2017 2018 2019 2020 2021 2021\nOutcomes\nEmployee engagement 72 70 59 64 64 67\nJob satisfaction 76 74 60 61 63 69\nWellbeing N/A N/A 65 63 69 69\nCustomer service N/A N/A 65 67 71 73\nPurpose and direction\nRole clarity and support 77 76 67 63 63 67\nJob purpose and enrichment N/A N/A N/A N/A 78 72\nRisk and innovation 50 43 83 78 84 75\nWork environment\nHealth and safety N/A 90 81 N/A 75 73\nGrievance handling 39 32 20 41 55 46\nInclusion and diversity 80 78 68 77 80 74\nTeamwork and collaboration 75 83 67 64 68 67\nFlexible working N/A 83 78 86 90 66\nEnabling practices\nRecruitment 71 59 45 63 59 48\nLearning and development 59 46 40 47 54 57\nPay 78 81 68 75 81 59\nRecognition 70 75 62 N/A 70 63\nFeedback and performance\nmanagement N/A N/A 55 58 68 61\nLeadership\n  Source: `annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)`\n- PMES 2022 results: key topics — comparison against public sector average\nPublic sector\nOmbudsman % average %\nSatisfaction area 2021 2022 2022\nOutcomes\nEmployee engagement 64 69 64\nJob satisfaction 63 76 68\nWellbeing 69 72 58\nCustomer service 71 73 70\nPurpose and direction\nRole clarity and support 63 70 64\nJob purpose and enrichment 78 79 70\nRisk and innovation 84 88 73\nWork environment\nHealth and safety 75 81 69\nGrievance handling 55 66 53\nInclusion and diversity 80 78 68\nTeamwork and collaboration 68 71 62\nFlexible working 90 93 63\nEnabling practices\nRecruitment 59 65 48\nLearning and development 54 60 55\nPay 81 75 48\nRecognition 70 76 60\nFeedback and performance management 68 61 55\nLeadership\nSenior managers 69 63 51\nDecision-making and accountability 70 75 60\nCommunication and change management 68 60 55\nEmployee voice 75 75 64\nAction on survey results 73 73 44\n  Source: `annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py <entity>` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `annual-reports/2020-21.pdf` - annual-reports - https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf\n- `annual-reports/2021-22.pdf` - annual-reports - https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf\n- `annual-reports/2022-23.pdf` - annual-reports - https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf\n- `annual-reports/2023-24.pdf` - annual-reports - https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf\n- `annual-reports/2024-25.pdf` - annual-reports - https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf\n- `pages/about.html` - pages - https://www.ombo.nsw.gov.au/about-us\n- `pages/annual-reports-index.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports\n- `pages/annual-reports-index__00.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2024-25\n- `pages/annual-reports-index__01.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2023-24\n- `pages/annual-reports-index__02.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2022-23\n- `pages/annual-reports-index__03.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2021-22\n- `pages/annual-reports-index__04.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2020-21\n- `pages/annual-reports-index__05.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2019-20\n- `pages/annual-reports-index__06.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2018-19\n- `pages/annual-reports-index__07.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2017-18\n- `pages/annual-reports-index__08.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2016-17\n- `pages/annual-reports-index__09.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2015-16\n- `pages/annual-reports-index__10.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2014-15\n- `pages/annual-reports-index__11.html` - pages - https://www.ombo.nsw.gov.au/reports/office-annual-reports/nsw-ombudsman-annual-report-2013-14\n- `pages/homepage.html` - pages - https://www.ombo.nsw.gov.au/\n- `pages/media-releases-index.html` - pages - https://www.ombo.nsw.gov.au/about-us/news-events/media-releases/nsw-ombudsman-report-reveals-failings-in-covid-grant-compliance-audits\n- `pages/media-releases-index__15.html` - pages - https://www.ombo.nsw.gov.au/about-us/news-events/media-releases/nsw-ombudsman-report-reveals-failings-in-covid-grant-compliance-audits\n- `pages/media-releases-index__16.html` - pages - https://www.ombo.nsw.gov.au/50-years-pursuing-fairness-for-nsw-1975-2025\n- `pages/media-releases-index__17.html` - pages - https://www.ombo.nsw.gov.au/about-us/news-events/media-releases\n- `pages/news-latest.html` - pages - https://www.ombo.nsw.gov.au/about-us/news-events\n- `pages/priorities-index.html` - pages - https://www.ombo.nsw.gov.au/complaints/what-we-do-with-your-complaint\n- `pages/recommendations-index.html` - pages - https://www.ombo.nsw.gov.au/about-us/news-events/news/nsw-government-response-to-the-ombudsmans-ochre-2024-current-status-and-future-direction-report-2\n- `pages/recommendations-index__12.html` - pages - https://www.ombo.nsw.gov.au/about-us/news-events/news/nsw-government-response-to-the-ombudsmans-ochre-2024-current-status-and-future-direction-report-2\n- `pages/reforms-index.html` - pages - https://www.ombo.nsw.gov.au/about-us/news-events/media-releases/nsw-ombudsman-calls-on-minister-to-deliver-reforms-to-the-inmate-discipline-system\n- `pages/reforms-index__13.html` - pages - https://www.ombo.nsw.gov.au/about-us/news-events/media-releases/nsw-ombudsman-calls-on-minister-to-deliver-reforms-to-the-inmate-discipline-system\n- `pages/reforms-index__14.html` - pages - https://www.ombo.nsw.gov.au/reports/report-to-parliament/the-progress-of-nsw-inmate-discipline-system-reform-report\n- `pages/structure.html` - pages - https://www.ombo.nsw.gov.au/guidance-for-organisations\n- `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pdf` - other-pdfs - https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-50-Year-Anniversary-Report.pdf\n- `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pdf` - other-pdfs - https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman_AR16_Appendices-errata.pdf\n- `other-pdfs/Investigations-summaries-2020-2021.pdf` - other-pdfs - https://cmsassets.ombo.nsw.gov.au/assets/Reports/Investigations-summaries-2020-2021.pdf\n- `other-pdfs/Investigation-into-inmate-discipline-in-NSW-correctional-centres-report_21-Augus.pdf` - other-pdfs - https://cmsassets.ombo.nsw.gov.au/assets/Reports/Investigation-into-inmate-discipline-in-NSW-correctional-centres-report_21-August-2024.pdf\n- `other-pdfs/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pdf` - other-pdfs - https://cmsassets.ombo.nsw.gov.au/assets/Reports/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No global comparison/case-study sources found.",
  "legislation_md": "# NSW Ombudsman - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:28:42.729580+00:00\n**Entity ID**: NSW-NSW-Ombudsman\n**Jurisdiction**: NSW\n**Portfolio**: Ombudsman\n\n> This is an evidence-based discovery list from scraped department material. A mention does not always mean the department administers the legislation; high-confidence and official register links should be reviewed.\n\n## Summary\n\n- Source files scanned: 37\n- Unique legislation references found: 181\n\n| Type | Count |\n|---|---:|\n| Act | 165 |\n| Regulation | 15 |\n| Rules | 1 |\n\n## Legislation References\n\n### Crimes (Administration of Sentences) Act 1999\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 36\n**Register search**: https://legislation.nsw.gov.au/search?query=Crimes+%28Administration+of+Sentences%29+Act+1999\n\n**Sources**:\n- `pages/reforms-index__14.html`\n- `annual-reports/2020-21.pages.jsonl`\n- `other-pdfs/Investigation-into-inmate-discipline-in-NSW-correctional-centres-report_21-Augus.pages.jsonl`\n- `other-pdfs/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pages.jsonl`\n\n**Evidence contexts**:\n- century and, for more than a quarter of a century it has been stated in unambiguous language in the legislation itself. The existing standard of proof (‘beyond reasonable doubt’) could not have been stated any more clearly. From its introduction, the\nCrimes (Administration of Sentences) Act 1999\nhas included these words:\nIf, after conducting an inquiry, the governor [or delegate] is satisfied beyond reasonable doubt that the inmate is guilty of a correctional centre offence, the governor may impose [penalties]\n…\nIf, after conducting an inquiry, the g\n  Source: `pages/reforms-index__14.html`\n- ence could not be sustained\nrecording of a ‘guilty plea’ in circumstances where the inmate had indicated that they contested the charge\nfailure to consider referral of serious correctional centre offences to visiting magistrates as provided for in the\nCrimes (Administration of Sentences) Act 1999\nsection 54\nfailure to refer inmates to drug intervention or addiction programs in accordance with policy\ncharging inmates with offences in circumstances where behaviour (such as self-harm) would more appropriately warrant referral for mental health support\nWe\n  Source: `pages/reforms-index__14.html`\n- m should encompass the entire disciplinary process and aim to introduce legislated internal and external review and appeal rights on both findings and penalties imposed as a result of correctional centre offences.*\nThe new Division 6A in Part 2 of the\nCrimes (Administration of Sentences) Act 1999\n(in place from 12 May 2025) introduced a new power for the Commissioner to review findings of guilt and penalties including compensation orders.\nWe are also aware, via officer-level communication received on 9 September 2025, that:\nA Deputy Commissioner Memo\n  Source: `pages/reforms-index__14.html`\n- rs) has been requested.\n(The status of both of the above is unknown).\n15. Cease the practice of charging compensation for damage where there has not been physical damage to correctional centre property.\nAs above.\nReview\n16. Propose an amendment to the\nCrimes (Administration of Sentences) Act 1999\nthat a decision on both liability (whether the inmate is guilty of a correctional centre offence) and penalty can be reviewed by a particular officer and a new decision made.\nAction has been completed as outlined above in relation to\nRecommendation 2.\n17. Sub\n  Source: `pages/reforms-index__14.html`\n- to refer to a visiting justice any charge that was not a minor correctional centre offence. It also gave the governor discretion to refer to a visiting justice a minor correctional centre offence of a serious nature. In contrast, section 54(1) of the Crimes (Administration of Sentences) Act 1999 gives a governor the discretion to decide whether major or minor offences should be referred to a visiting justice for hearing and determination. New section 54(1) will conform to the repealed section 26, ensuring that a governor must refer major offences, an\n  Source: `pages/reforms-index__14.html`\n\n### Public Interest Disclosures Act 2022\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 29\n**Register search**: https://legislation.nsw.gov.au/search?query=Public+Interest+Disclosures+Act+2022\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `pages/media-releases-index__17.html`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n\n**Evidence contexts**:\n- t serious and systemic instances of maladministration. This year, the impact of this work has included Corrective Services NSW commencing a wholesale review of the system of inmate discipline within correctional institutions.\nFollowing the commencement of the\nPublic Interest Disclosures Act 2022\n(PID Act) in October 2023, we held the inaugural PID Awareness Week in 2024, continuing our support to agencies in their work to implement the new PID Act and embed a speak-up culture. This work has further expanded with the formation of our Whistleblower Sup\n  Source: `pages/annual-reports-index__00.html`\n- impartially in the public interest.\nPeople who complain to us are protected by law if anyone tries to retaliate against them for making a complaint. Additional protections apply for public official whistleblowers who report serious wrongdoing to us under the\nPublic Interest Disclosures Act 2022\n.\nThe NSW Ombudsman can investigate when we suspect serious maladministration, whether as a result of complaints or reports we have received, or on our own motion. Maladministration is when administrative conduct is unlawful, unjust, unreasonable, improperly\n  Source: `pages/annual-reports-index__00.html`\n- rliament at any time, on any matter of public interest relating to our functions.\nThe principal legislation under which we currently operate is:\nOmbudsman Act 1974\n(\nOmbudsman Act\n)\nCommunity Services (Complaints, Reviews and Monitoring) Act 1993\n(\nCS CRAMA\n)\nPublic Interest Disclosures Act 2022\n(\nPID Act\n).\nOur statutory functions\nComplaint-handling\nWe receive complaints over the phone, in person or in writing, including via our online complaint form.\nAny person can complain to us about:\nthe conduct of a ‘public authority’: any action or inaction, o\n  Source: `pages/annual-reports-index__00.html`\n- ed an audit of all office policies and procedures.\nCommenced work on\nAI Fundamentals\ne-learning course for all Ombudsman staff to grow capabilities.\nEngagement and relationships\nHeld the inaugural PID Awareness week to raise awareness and understanding of the\nPublic Interest Disclosures Act 2022\n, and the importance of a speak-up culture for all public officials in NSW.\nPublished a refreshed Apologies Guide\n6\nand the 4th edition of the Effective Complaint Management Guidelines\n7\nalong with e-learning and fact sheets to support agencies with enhanced\n  Source: `pages/annual-reports-index__00.html`\n- will release our statement of commitment and practice guide publicly in 2025–26.\nOversighting the public interest disclosures scheme\nWe are responsible for oversighting the Public Interest Disclosure (\nPID\n) scheme in NSW. The Ombudsman’s functions under the\nPublic Interest Disclosures Act 2022\n(\nPID Act\n) are to:\npromote public awareness and understanding of the Act and its objects\nprovide information, advice, assistance and training to agencies and public officials on contacts relevant to the Act\npublish guidelines and other materials to assist ag\n  Source: `pages/annual-reports-index__00.html`\n\n### Government Sector Finance Act 2018\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 26\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Sector+Finance+Act+2018\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- ury concerning their financial arrangements and management practices.\nLegislative and legal matters\nChanges in Acts and subordinate legislation\nDuring the reporting year, the following amendments were made to legislation relevant to the Ombudsman’s functions:\nThe Government Sector Finance Act 2018\nwas amended to provide for new funding arrangements for the\nNSW Ombudsman and other integrity agencies. The amendments are aimed at safeguarding the independence of integrity agencies and enhancing transparency in funding.\nThe amendments require the Treasurer\n  Source: `pages/annual-reports-index__00.html`\n- sing a\nStatement of Significant Accounting Policies, and other explanatory information.\nIn my opinion, the financial statements:\n• have been prepared in accordance with Australian Accounting Standards and the applicable\nfinancial reporting requirements of the Government Sector Finance Act 2018 (GSF Act), the\nGovernment Sector Finance Regulation 2018 (GSF Regulation) and the Treasurer's Directions\n• presents fairly the Office's financial position, financial performance and cash flows.\nMy opinion should be read in conjunction with the rest of this re\n  Source: `annual-reports/2020-21.pages.jsonl`\n- statements.\nLisa Berwick\nDirector, Financial Audit\nDelegate of the Auditor-General for New South Wales\n28 September 2021\nSYDNEY\n86 NSW Ombudsman Annual Report 2020–2021\n\n[page 95]\n28 September 2021\nStatement by the Ombudsman\nPursuant to section 7.6(4) of the Government Sector Finance Act 2018 (‘the\nAct’) and to the best of my knowledge and belief I state that these financial\nstatements:\n• have been prepared in accordance with the Australian Accounting Standards\nand the applicable requirements of the Act, the Government Sector Finance\nRegulation 20\n  Source: `annual-reports/2020-21.pages.jsonl`\n- inancial statements are general purpose financial statements, which have been prepared on an\naccruals basis in accordance with:\n• applicable Australian Accounting Standards (AAS) (which include Australian Accounting Interpretations);\n• the requirements of the Government Sector Finance Act 2018 (GSF Act) and\n• Treasurer’s Directions issued under the GSF Act.\nProperty, plant and equipment are measured using the fair value basis. Other financial statements items are\nprepared in accordance with the historical cost convention except where specified othe\n  Source: `annual-reports/2020-21.pages.jsonl`\n- sing a\nStatement of Significant Accounting Policies, and other explanatory information.\nIn my opinion, the financial statements:\n• have been prepared in accordance with Australian Accounting Standards and the applicable\nfinancial reporting requirements of the Government Sector Finance Act 2018 (GSF Act), the\nGovernment Sector Finance Regulation 2018 (GSF Regulation) and the Treasurer's Directions\nThe Ombudsman’s Office financial statements\n• presents fairly the Office's financial position, financial performance and cash flows\nin this part, we provi\n  Source: `annual-reports/2021-22.pages.jsonl`\n\n### Mandatory Disease Testing Act 2021\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 20\n**Register search**: https://legislation.nsw.gov.au/search?query=Mandatory+Disease+Testing+Act+2021\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `pages/structure.html`\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n\n**Evidence contexts**:\n- and make recommendations for improvements in the delivery of community services\nreview and report on the systems of community service providers for handling complaints.\nMandatory disease testing\nWe monitor and report on the operation and administration of the\nMandatory Disease Testing Act 2021\n(\nMDT Act\n), including how agencies exercise their functions under the Act. The Act provides for the mandatory blood testing of a person. This can occur when:\nthe person’s bodily fluid comes into contact with a health, emergency or public sector worker, as th\n  Source: `pages/annual-reports-index__00.html`\n- program under the new whistleblower scheme including implementation of a framework, processes and self-assessment baseline audits.\nIncreased the number of complaint matters handled through our conciliation service.\nTabled our first report on monitoring of the Mandatory Disease Testing Act 2021. The report set out our observations from monitoring the first 18 months of the scheme (from 29 July 2022–31 December 2023).\n5\nTabled 7 special reports to Parliament (see\nSection 3.2\nfor details of all 2024–25 public reports).\nLeadership and governance\nDevelo\n  Source: `pages/annual-reports-index__00.html`\n- laint.\nImproving public administration\nThe NSW Ombudsman supports NSW government agencies and organisations to improve their administrative practices.\nMandatory Disease Testing\nInformation to support agencies/individuals in the exercise of functions under the Mandatory Disease Testing Act 2021\nSearch for resources\nWe produce a variety of resources to assist organisations with complaint handling and improving public administration.\nWe offer bespoke training courses to suit your learning needs.\nGet in touch about tailored training\nBack to top\nWe ackn\n  Source: `pages/structure.html`\n- Plan Action Plan we\nhave also launched a community engagement This includes ensuring we can adequately prepare\nstrategy; completed implementation of our for, and fulfil, the proposed functions conferred\ntraining modernisation program, providing a on us by the Mandatory Disease Testing Act 2021\nnew delivery model for our workshops; and and Public Interest Disclosures Bill 2021. As I have\ncommenced reviewing our current approach said elsewhere, the conferral of new functions\nto complaint-handling reviews (Community without new funding is tantamount t\n  Source: `annual-reports/2020-21.pages.jsonl`\n- anticipated to be\nenacted or commenced in 2021–22:\nRecent legislative amendments\n– a new Public Interest Disclosure Bill 2021,\nwhich the government introduced on 14\nResponding to oral complaints\nOctober 2021\nPreviously, under section 15 of the Ombudsman\n– the Mandatory Disease Testing Act 2021, Act, if a person made an oral complaint to the\nwhich was enacted on 17 June 2021 (but is Ombudsman’s Office (typically by phone), we\nyet to commence). could only inform them orally of our decision to\nrefuse to conciliate, investigate or continue an\nWe also r\n  Source: `annual-reports/2020-21.pages.jsonl`\n\n### Public Interest Disclosures Act 1994\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 16\n**Register search**: https://legislation.nsw.gov.au/search?query=Public+Interest+Disclosures+Act+1994\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pages.jsonl`\n\n**Evidence contexts**:\n- une 2021.\nThis report is presented in accordance with section 30 of the Ombudsman Act 1974. It also\naddresses the office’s annual reporting requirements in the following:\n• Annual Reports (Departments) Act 1985\n• Annual Reports (Departments) Regulation 2015\n• Public Interest Disclosures Act 1994 (section 31)\n• Government Information (Public Access) Act 2009 (section 25).\nThe Annexure to this report comprises a separate special report under section 31 of the\nOmbudsman Act 1974, which I am presenting together with this Annual Report.\nIn accordance with\n  Source: `annual-reports/2020-21.pages.jsonl`\n- jurisdiction include:\n• Ombudsman Act 1974 (Ombudsman Act)\n– NSW government agencies – such as NSW\n• Community Services (Complaints, Reviews and\nLand and Housing Corporation, Investment\nMonitoring) Act 1993 (CS CRAMA)\nNSW, Service NSW, Fire and Rescue NSW,\n• Public Interest Disclosures Act 1994 (PID Act) the Art Gallery of NSW and other NSW\ncultural agencies.\n• Crimes (Administration of Sentences) Act 1999\n– statutory bodies – such as the local health\n• Children (Detention Centres) Act 1987.\ndistricts, NSW Trustee & Guardian, TAFE\nNSW, NSW Education\n  Source: `annual-reports/2020-21.pages.jsonl`\n- losures we receive and deal\nmandatory data breach notification scheme,\nwith as an investigating authority are included\nwe confirmed that our current processes for\nin our separate annual reports on Oversight of\nproactively notifying potential data breaches\nthe Public Interest Disclosures Act 1994, which are\naligned with the proposed scheme as well as\npublished on our website.)\ncurrent best practice.\nWe received no requests for review under Part 5\nof the PPIPA during the reporting period. B.7 Government\nInformation (Public\nB.6 Public interest\nAccess) A\n  Source: `annual-reports/2020-21.pages.jsonl`\n- .)\ncurrent best practice.\nWe received no requests for review under Part 5\nof the PPIPA during the reporting period. B.7 Government\nInformation (Public\nB.6 Public interest\nAccess) Act\ndisclosures\nPublic access to our information\nAs a public authority under the Public Interest\nDisclosures Act 1994 (PID Act), the Ombudsman is\nUnder the Government Information (Public\nrequired to have policies and procedures in place\nAccess) Act 2009 (GIPA Act) there is a conclusive\nto facilitate the reporting of wrongdoing by staff.\noverriding public interest against the\n  Source: `annual-reports/2020-21.pages.jsonl`\n- t 1974 which\nincludes the financial report for the period of 12 months ending 30 June 2022. It also addresses\nthe office’s annual reporting requirements in the following:\n• Annual Reports (Departments) Act 1985\n• Annual Reports (Departments) Regulation 2015\n• Public Interest Disclosures Act 1994 (section 31)\n• Government Information (Public Access) Act 2009 (section 25).\nIn accordance with section 31AA of the Ombudsman Act 1974, I recommend that this report be\nmade public immediately.\nYours sincerely\nPaul Miller\nNSW Ombudsman\nNSW Ombudsman\nLevel 24,\n  Source: `annual-reports/2021-22.pages.jsonl`\n\n### Government Information (Public Access) Act 2009\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 13\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Information+%28Public+Access%29+Act+2009\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pages.jsonl`\n\n**Evidence contexts**:\n- ings currently underway in the NSW Civil and Administrative Tribunal that relate to a person’s applications for review of conduct that occurred in 2023 and early 2024.\n4.11 Government Information (Public Access) Act reporting\nUnder the\nGovernment Information (Public Access) Act 2009\n(\nGIPA Act\n) there is a conclusive overriding public interest against the disclosure of information relating to our complaint-handling, investigative and reporting functions. This information is ‘excluded information’ under the GIPA Act. The secrecy provision\n  Source: `pages/annual-reports-index__00.html`\n- dsman Act 1974. It also\naddresses the office’s annual reporting requirements in the following:\n• Annual Reports (Departments) Act 1985\n• Annual Reports (Departments) Regulation 2015\n• Public Interest Disclosures Act 1994 (section 31)\n• Government Information (Public Access) Act 2009 (section 25).\nThe Annexure to this report comprises a separate special report under section 31 of the\nOmbudsman Act 1974, which I am presenting together with this Annual Report.\nIn accordance with section 31AA of the Ombudsman Act 1974, I recommend that these\n  Source: `annual-reports/2020-21.pages.jsonl`\n- g 30 June 2022. It also addresses\nthe office’s annual reporting requirements in the following:\n• Annual Reports (Departments) Act 1985\n• Annual Reports (Departments) Regulation 2015\n• Public Interest Disclosures Act 1994 (section 31)\n• Government Information (Public Access) Act 2009 (section 25).\nIn accordance with section 31AA of the Ombudsman Act 1974, I recommend that this report be\nmade public immediately.\nYours sincerely\nPaul Miller\nNSW Ombudsman\nNSW Ombudsman\nLevel 24, 580 George Street\nSydney NSW 2000\nPhone: 02 9286 1000\nToll free\n  Source: `annual-reports/2021-22.pages.jsonl`\n- ..................................... 117, 118\n................ 12, 20, 37, 42–43, 46, 56, 58, 59, 100, 109 government agencies. see public authorities and agencies\npeople with disability, .................................. 13, 20, 109 Government Information (Public Access) Act 2009 (GIPA),\nsuicide deaths, ............................................................ 59 ........................................................................... 7, 121–124\nyouth justice centres, ................................................. 20\n132 NSW\n  Source: `annual-reports/2021-22.pages.jsonl`\n- t for the period of 12 months ending 30 June 2023. It also addresses the office’s annual\nreporting requirements in the following:\n• Government Sector Finance Act 2018 (division 7.3)\n• Public Interest Disclosures Act 1994 (section 31)\n• Government Information (Public Access) Act 2009 (section 25).\nIn accordance with section 31AA of the Ombudsman Act 1974, I recommend that this report be made\npublic immediately.\nYours sincerely\nPaul Miller\nNSW Ombudsman\nCover image: NSW Ombudsman staff at TAFE NSW, Bankstown community event\n\n[page 3]\nOur p\n  Source: `annual-reports/2022-23.pages.jsonl`\n\n### Modern Slavery Act 2018\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 12\n**Register search**: https://legislation.nsw.gov.au/search?query=Modern+Slavery+Act+2018\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- rt production information\nCost of production\nWe engaged the following services for this report:\nan external designer to design and produce the report, at a cost of $15,070\na proofreader, at a cost of $2,750\nan indexer, at a cost of $380.\n5. Sustainability\n5.1 Modern Slavery Act 2018\nNSW Government agencies are required by the\nPublic Works and Procurement Act 1912\nto take reasonable steps to ensure that goods and services procured are not the product of modern slavery within the meaning of the\nModern Slavery Act 2018\n.\nNo modern slavery i\n  Source: `pages/annual-reports-index__00.html`\n- 5. Sustainability\n5.1 Modern Slavery Act 2018\nNSW Government agencies are required by the\nPublic Works and Procurement Act 1912\nto take reasonable steps to ensure that goods and services procured are not the product of modern slavery within the meaning of the\nModern Slavery Act 2018\n.\nNo modern slavery issues were raised by the Anti-slavery Commissioner during the financial year in relation to the operations of our office. The procurement team continues to monitor and assess modern slavery risks as part of ongoing day-to-day processes.\n5\n  Source: `pages/annual-reports-index__00.html`\n- eport production information ......................................................................................................... 66\n5 Sustainability ................................................................................................. 67\n5.1 Modern Slavery Act 2018 .................................................................................................................... 67\n5.2 Workforce diversity ...................................................................................................................\n  Source: `annual-reports/2022-23.pages.jsonl`\n- ance (TC17-02); and costs and benefits\nperformance and services. associated with machinery of government (MoG)\nchanges (NSW MoG Changes Guide).\n66 NSW Ombudsman Annual Report 2022–23\n\n[page 67]\n5 Sustainability\n• drafting updates to the Procurement Policy\n5.1 Modern Slavery Act 2018\nto include a modern slavery statement,\nThe Modern Slavery Act 2018 commenced on and additional checks performed in the\n1 January 2022. The Act requires NSW procurement process\nGovernment agencies to take reasonable steps • adding a modern slavery clause in ou\n  Source: `annual-reports/2022-23.pages.jsonl`\n- . associated with machinery of government (MoG)\nchanges (NSW MoG Changes Guide).\n66 NSW Ombudsman Annual Report 2022–23\n\n[page 67]\n5 Sustainability\n• drafting updates to the Procurement Policy\n5.1 Modern Slavery Act 2018\nto include a modern slavery statement,\nThe Modern Slavery Act 2018 commenced on and additional checks performed in the\n1 January 2022. The Act requires NSW procurement process\nGovernment agencies to take reasonable steps • adding a modern slavery clause in our\nto ensure the goods and services they procure purchase order stan\n  Source: `annual-reports/2022-23.pages.jsonl`\n\n### Children (Detention Centres) Regulation 2015\n\n**Type**: Regulation\n**Confidence**: high\n**Mentions**: 11\n**Register search**: https://legislation.nsw.gov.au/search?query=Children+%28Detention+Centres%29+Regulation+2015\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/Investigations-summaries-2020-2021.pages.jsonl`\n\n**Evidence contexts**:\n- support the NSW CDRT, which examines and maintains a register of all deaths of children in NSW and undertakes research to prevent or reduce the risk of child deaths in the future.\nMonitoring the segregation of detainees in youth detention\nUnder the\nChildren (Detention Centres) Regulation 2015\n, Youth Justice is required to notify us if a young person in detention is segregated for more than 24 hours. We are also notified if a young person is separated for more than 24 hours (for example, because of medical advice). These notifications allow us to\n  Source: `pages/annual-reports-index__00.html`\n- complied with relevant policies and procedures\n• the strip searches preserved the privacy and dignity of the young people or were unjust, unreasonable,\noppressive or otherwise wrong\n22. Under s 26 of the Inspector of Custodial Services Act 2012.\n23. Children (Detention Centres) Regulation 2015.\nNSW Ombudsman Annual Report 2020–2021 121\n\n[page 130]\n• adequate training had been provided to CSNSW officers and YJNSW staff in relation to searching\nyoung people\n• adequate records were kept in relation to the conduct of the searches.\nWe did not examine th\n  Source: `annual-reports/2020-21.pages.jsonl`\n- th Review Team\n(CDRT), which examines and maintains a register\nof all deaths of children in NSW and undertakes\nresearch to prevent or reduce the risk of child\ndeaths in the future.\nMonitoring the segregation of detainees\nin youth detention\nUnder the Children (Detention Centres) Regulation\n2015, Youth Justice is required to notify us if a\nyoung person in detention is segregated for\nmore than 24 hours. We are also notified if a\nyoung person is separated for more than\n24 hours (for example, because of medical advice\n— as occurred during the COVID-19 p\n  Source: `annual-reports/2022-23.pages.jsonl`\n- PIDs.\nNotifications\nIn some cases, agencies have a legal duty to\nreport to us when certain events or incidents\noccur. These include:\n• notifications of the segregation of detainees\n(youth justice) for more than 24 hours under\nclause 10(2)(a) of the Children (Detention\nCentres) Regulation 2015\n• notifications of the deaths of children occurring\nin NSW under Parts 5A and 6 of CS CRAMA\n• notifications of the determination of\napplications under section 13(1)(d) of the\nMandatory Disease Testing Act 2021 (MDT Act)\n• notifications of determinations of re\n  Source: `annual-reports/2022-23.pages.jsonl`\n- 13, 47–8\nown motion ................................................... 9, 10–11, 38\nchild protection .................................................10–11, 28, 47\nreceipt of ................................................................. 10, 30\nChildren (Detention Centres) Regulation 2015 .................13\nreferral ..................................................................... 18, 51\nchildren and young people ......................................... 24, 34\nregarding conduct .............................................. 9, 10–11\nAbor\n  Source: `annual-reports/2022-23.pages.jsonl`\n\n### Government Sector Employment Act 2013\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 9\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Sector+Employment+Act+2013\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- nt staff levels). Our people have diverse skills and experience and come from a range of backgrounds, including community and social work, legal, planning, investigative, law enforcement and child protection.\nOur staff are employed under the provisions of the\nGovernment Sector Employment Act 2013\n, along with associated rules and regulations and the Crown Employees (Public Service Conditions of Employment) Reviewed Award 2009. These industrial instruments set out the working conditions and entitlements offered to staff.\nOur organisation chart as of 30\n  Source: `pages/annual-reports-index__00.html`\n- s,\nLegal, governance and risk\nincluding community and social work, legal,\n(created in 2020–21) N/A 4.00\nplanning, investigative, law enforcement and\nchild protection. Corporate 22.40 22.39\nOur staff are employed under the provisions Executive 7.00 6.00\nof the Government Sector Employment Act 2013\nTotal 106.74 121.97\n(GSE Act), along with associated rules and\nTable 13. FTE staff levels 2017–2019 (as at 30 June)\n2017 2018 2019\nStatutory officer 7.00 6.00 6.00\nInvestigative, systemic review, project, research and legal 114.23 129.94 104.58\nInquiries and\n  Source: `annual-reports/2020-21.pages.jsonl`\n- ed of 125 people.\nOur staff have diverse skills and experience, and come from a range of backgrounds, including community\nand social work, legal, planning, investigative, law enforcement and child protection.\nOur staff are employed under the provisions of the Government Sector Employment Act 2013, along with\nassociated rules and regulations and the Crown Employees (Public Service Conditions of Employment)\nAward 2009. These industrial instruments set out the working conditions and entitlements offered to staff.\nNote: Tables 15 (2018 and 2019) and 14 (2\n  Source: `annual-reports/2021-22.pages.jsonl`\n- ckgrounds, including community and\nLegal, Governance and Risk 4.0 7.0\nsocial work, legal, planning, investigative, law\nenforcement and child protection. Corporate Services 21.4 39.0\nOur staff are employed under the provisions of Enabling Services 9.8 16.4\nthe Government Sector Employment Act 2013,\nExecutive Strategy and Support* 6.0 9.0\nalong with associated rules and regulations and\nthe Crown Employees (Public Service Conditions Total 121.2 201.7\nof Employment) Award 2009. These industrial\n* Includes Divisional Executives. Branch Executives are\ninstr\n  Source: `annual-reports/2022-23.pages.jsonl`\n- Access) Act 2009 (GIPA\ndeath ................................................................... 13–14, 24, 31\nAct), statistical information .....................................62–5\nanalytical reporting of ............................................ 13, 24\nGovernment Sector Employment Act 2013 ......................55\narising from hate crimes ..............................................20\nHeads of Workplace Safety Authorities Annual Inspector\nnotification of ..................................................... 103, 109\nForum ....................\n  Source: `annual-reports/2022-23.pages.jsonl`\n\n### Ombudsman Legislation Amendment Act 2022\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 9\n**Register search**: https://legislation.nsw.gov.au/search?query=Ombudsman+Legislation+Amendment+Act+2022\n\n**Sources**:\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n\n**Evidence contexts**:\n- require\nDetails on our work to implement the new Act\ncertain people to provide information, including\ncan be found under ‘Improving the public interest\ndemographic information.\ndisclosures system’ in section 2.4.\nWe can also receive complaints about mandatory\nOmbudsman Legislation Amendment Act 2022\ndisease testing, where the agency issuing the\norder is subject to our complaints jurisdiction. The Ombudsman Legislation Amendment Act 2022\nFor more information about the Act, refer to was introduced in June 2022 and was assented to\n‘Mandatory Disease Testing\n  Source: `annual-reports/2021-22.pages.jsonl`\n- public interest\ndemographic information.\ndisclosures system’ in section 2.4.\nWe can also receive complaints about mandatory\nOmbudsman Legislation Amendment Act 2022\ndisease testing, where the agency issuing the\norder is subject to our complaints jurisdiction. The Ombudsman Legislation Amendment Act 2022\nFor more information about the Act, refer to was introduced in June 2022 and was assented to\n‘Mandatory Disease Testing’ in section 1.1. and commenced on 19 August 2022.\nThis new legislation:\nPublic Interest Disclosures Act 2022\n• gives our office an express\n  Source: `annual-reports/2021-22.pages.jsonl`\n- enant in public\nhousing or a person in care). However, historically More than 6 months 264 2\nwe have rarely undertaken formal conciliations\nbecause we lacked sufficient resources to do so.\nAs outlined in ‘Legislative and legal matters’ in\nsection 1.3, the new Ombudsman Legislation\nAmendment Act 2022 enhanced our conciliation\nfunction by permitting us to recoup a\nreasonable fee from the public authority for a\nconciliation service.\nFormal investigations —1 commenced in\n2021–22\nMost actionable complaints we receive do not\nresult in a formal investigation. W\n  Source: `annual-reports/2021-22.pages.jsonl`\n- .................................\nPublic Interest Disclosures Act 2022, .....................................\n.............. 7, 9, 11, 19, 22, 32, 33, 35, 38, 39, 42, 59, 100, 121\n................................................. 6, 14, 17, 18, 44, 51, 62, 64\nOmbudsman Legislation Amendment Act 2022, 3, 18–19, 33\nPublic Interest Disclosures Steering Committee, 12, 43, 44\nOptional Protocol to the Convention Against Torture\npublic schools, .................................................................. 10\n(OPCAT), .......................................\n  Source: `annual-reports/2021-22.pages.jsonl`\n- matters\npublic authorities, under section 25A of the\nOmbudsman Act (5 roles)\nLegislative amendments affecting our\n• to provide advice and support to public\nfunctions\nofficials (whistleblowers) who have made, or\nare considering making, a PID, under section 72 Ombudsman Legislation Amendment Act 2022\nof the PID Act (5 roles)\nAs foreshadowed in our 2021–22 Annual Report,\n• to make the Deputy Ombudsman, Systems amendments were made to the Ombudsman Act\nOversight an ongoing role. by the Ombudsman Legislation Amendment Act\n2022, which commenced on 19 August 2\n  Source: `annual-reports/2022-23.pages.jsonl`\n\n### Community Services (Complaints, Reviews and Monitoring) Act 1993\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 8\n**Register search**: https://legislation.nsw.gov.au/search?query=Community+Services+%28Complaints%2C+Reviews+and+Monitoring%29+Act+1993\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `pages/structure.html`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n\n**Evidence contexts**:\n- nd activities, and we can also make a special report to Parliament at any time, on any matter of public interest relating to our functions.\nThe principal legislation under which we currently operate is:\nOmbudsman Act 1974\n(\nOmbudsman Act\n)\nCommunity Services (Complaints, Reviews and Monitoring) Act 1993\n(\nCS CRAMA\n)\nPublic Interest Disclosures Act 2022\n(\nPID Act\n).\nOur statutory functions\nComplaint-handling\nWe receive complaints over the phone, in person or in writing, including via our online complaint form.\nAny person can complain to us about:\nthe conduct\n  Source: `pages/annual-reports-index__00.html`\n- ur office into 6 categories (see\nAppendix\nfor more detail):\nActionable complaints\n— complaints about a public authority or community service provider that we are authorised to deal with under the\nOmbudsman Act 1974\n(\nOmbudsman Act\n) or the\nCommunity Services (Complaints, Reviews and Monitoring) Act 1993\n(\nCS CRAMA\n).\nExcluded complaints\n—\ncomplaints about a public authority or community service provider that we are not authorised to deal with because the complaint is\nabout ‘excluded conduct’ as set out in Schedule 1 of the Ombudsman Act.\nRequests for informa\n  Source: `pages/annual-reports-index__00.html`\n- ey respond to and manage complaints.\nHandling complaints referred for investigation\nThe Ombudsman may refer a complaint about agency conduct to that agency for investigation, under section 12A of the Ombudsman Act 1974 or section 25 of the Community Services (Complaints, Reviews and Monitoring) Act 1993 (CS-CRAMA), including recommendations for how the agency may investigate or deal with the complaint.\nImproving public administration\nThe NSW Ombudsman supports NSW government agencies and organisations to improve their administrative practices.\nMandatory Dise\n  Source: `pages/structure.html`\n- reporting period 30 June 2023.\nEnd of audited financial statements\nEnd of audited financial statements\nNSW Ombudsman Annual Report 2022–23 101\n\n[page 102]\nAppendices — Additional complaints data\nA1 Categorisation of (Ombudsman Act) or the Community Services\n(Complaints, Reviews and Monitoring) Act 1993\ncontacts and complaints\n(CS CRAMA).\nAn actionable complaint under section 12 of\nWe categorise contacts received by our office into\nthe Ombudsman Act is a complaint about the\n6 categories:\nconduct of a ‘public authority’ (as defined by\n(1) actionable complaint\n  Source: `annual-reports/2022-23.pages.jsonl`\n- ely monitor and review\nany matter of public interest relating to our functions.\ncertain public and community sector services and systems.\nThe principal legislation under which we currently operate is:\n• Ombudsman Act 1974 (Ombudsman Act)\n• Community Services (Complaints, Reviews and Monitoring) Act 1993 (CS CRAMA)\n• Public Interest Disclosures Act 2022 (PID Act).\nNSW Ombudsman Annual Report 2024–25 13\n\n[page 14]\nOur statutory functions Local health districts, health specialty networks\nand hospitals\nComplaint-handling Public schools, TAFE NSW and other statut\n  Source: `annual-reports/2024-25.pages.jsonl`\n\n### Health Records and Information Privacy Act 2002\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 8\n**Register search**: https://legislation.nsw.gov.au/search?query=Health+Records+and+Information+Privacy+Act+2002\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pages.jsonl`\n\n**Evidence contexts**:\n- aterial for our complaint-handling staff.\n4.10 Privacy and Personal Information Protection Act compliance\nOur Privacy and Information Management Plan addresses the requirements of both the\nPrivacy and Personal Information Protection Act 1998\n(\nPPIPA\n) and the\nHealth Records and Information Privacy Act 2002.\nIn the reporting period we received 2 complaints about our compliance with the PPIPA. Under the PPIPA, people have the right to apply for an internal review of conduct that may have affected their privacy. The Privacy Commissioner must be notified of interna\n  Source: `pages/annual-reports-index__00.html`\n- Management make internal reports.\nFramework incorporates our privacy\nmanagement plan, which addresses the PID statistics\nrequirements of both the Privacy and Personal\nInformation Protection Act 1998 (PPIPA) and the Under the PID Act, we are required to report\nHealth Records and Information Privacy Act 2002. information about public interest disclosures that\nwe receive from our staff and/or about our office.\nWe reviewed our operational procedures to\nidentify and address any systemic issues that In 2021–22, we did not receive any public\nmight lead to privacy brea\n  Source: `annual-reports/2021-22.pages.jsonl`\n- ................ 16 Law Society of NSW, ........................................................ 40\nrural, regional and remote, ........................................ 21 legislation, .................................................................... 9, 45\nHealth Records and Information Privacy Act 2002, ........ 121 legislative amendments, 6, 18–20, 36, 38–39, 45, 51, 65\nhomelessness services, .............................................. 41–42 Legislative Council Portfolio Committee No 1, ............... 51\nHousing, .......................................\n  Source: `annual-reports/2021-22.pages.jsonl`\n- ...................... 10\ndecision rights...............................................................28\nrural, regional and remote ..................................... 18–20\ndiscretionary .................................................................43\nHealth Records and Information Privacy Act 2002 ............62\njudicial ...........................................................................20\nhomelessness support/services ........................ 11, 40, 46–7\nmachine technologies in see automated decision-making\nhousing, public ...................\n  Source: `annual-reports/2022-23.pages.jsonl`\n- ...................................................................... 63, 72, 83 health and safety ................................................................62\nerror ....................................................................................79 Health Records and Information Privacy Act 2002 .............67\nethics ......................................................................... 61–2, 78 health sector .......................................................................74\ncode of .........................................................\n  Source: `annual-reports/2023-24.pages.jsonl`\n\n### Amendment (Standard of Proof) Act 2025\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 7\n**Register search**: https://legislation.nsw.gov.au/search?query=Amendment+%28Standard+of+Proof%29+Act+2025\n\n**Sources**:\n- `pages/reforms-index__14.html`\n- `other-pdfs/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pages.jsonl`\n\n**Evidence contexts**:\n- 2025.\n[10]\nThe Crimes (Administration of Sentences) Amendment (Standard of Proof) Bill 2025 was promptly introduced on 14 October 2025.\n[11]\nThe Bill passed both houses of Parliament on 21 November 2025, and the\nCrimes (Administration of Sentences) Amendment (Standard of Proof) Act 2025\n(\nStandard of Proof Act\n) became law and commenced on 26 November 2025.\nThe Act amends the standard of proof that the governor of a correctional centre (or delegate) must be satisfied of, from ‘satisfied beyond reasonable doubt’ to ‘satisfied on the balance o\n  Source: `pages/reforms-index__14.html`\n- of inmates overall, such as by a general reduction in the standard of proof required for offences or by curtailing the rights of inmates to fairly participate in the inquiry.\nContrary to the recommendation, the\nCrimes (Administration of Sentences) Amendment (Standard of Proof) Act 2025\nhas lowered the threshold for determining correctional centre offences by governors and their delegates from ‘beyond reasonable doubt’ to ‘on the balance of probabilities’.\nIndividual inmate discipline matters\n3. Review OIMS to identify all disciplinary deter\n  Source: `pages/reforms-index__14.html`\n- endation from the delegated officer who conducted the inquiry.\n[87]\n2025 – present\nThe standard of proof was lowered to ‘on the balance of probabilities’ for all offences dealt with by a governor or delegate\nThe\nCrimes (Administration of Sentences) Amendment (Standard of Proof) Act 2025\n[88]\nlowered the standard of proof for all correctional centre offences dealt with by a governor or delegate to ‘on the balance of probabilities’.\nThe second read speech provided the following rationale:\nBy making these amendments, the bill responds to issues\n  Source: `pages/reforms-index__14.html`\n- tration of Sentences) Amendment Bill – Second Reading Debate’, 4 June 2004, available at <\nhttps://www.parliament.nsw.gov.au/bill/files/741/A4704.pdf\n>.\nSee special investigation report, above n. 4, at pp 45-46.\nCrimes (Administration of Sentences) Amendment (Standard of Proof) Act 2025 No. 6\n.\nLA Second Reading Speech, above n. 16.\nSee ss 56, 56A(1A) and 57(2A)\nCrimes (Administration of Sentences) Act 1999\n.\nRelated information\n\"No capacity to allocate\" — The Department of Communities and Justice's practice of closing ROSH (Risk of Signific\n  Source: `pages/reforms-index__14.html`\n- tober 2025.10 The Crimes\n(Administration of Sentences) Amendment (Standard of Proof) Bill 2025 was promptly introduced on 14\nOctober 2025.11 The Bill passed both houses of Parliament on 21 November 2025, and the Crimes\n(Administration of Sentences) Amendment (Standard of Proof) Act 2025 (Standard of Proof Act) became\nlaw and commenced on 26 November 2025.\nThe Act amends the standard of proof that the governor of a correctional centre (or delegate) must be\nsatisfied of, from ‘satisfied beyond reasonable doubt’ to ‘satisfied on the balance of\n  Source: `other-pdfs/The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pages.jsonl`\n\n### Freedom of Information Act 1989\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 6\n**Register search**: https://legislation.nsw.gov.au/search?query=Freedom+of+Information+Act+1989\n\n**Sources**:\n- `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n\n**Evidence contexts**:\n- to\naccountability and responsibility.’\ngovernment information. Technological advances\nPremier Nick Greiner, 1988 178 towards the paperless office in the 21st century\nand the rise of the electronic document also\ncreated challenges in legislative interpretation\nThe Freedom of Information Act 1989 (FOI Act)\nand document access. To try and gain some\ncame into force from 1 July 1989. There were of\nconsistency and guidance, the Ombudsman\ncourse exemptions, notably documents submitted\ncollaborated with the Premier’s Department and\nto Cabinet. Not surprisin\n  Source: `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n- en statutory independence when declared to be an ‘administrative office’ rather than part of the\nPremier’s Department.\n1985 Given power to conduct direct investigations of complaints against police officers using seconded police officers.\n1989 Functions under Freedom of Information Act 1989 began.\n1990 A parliamentary joint committee was established to oversee the NSW Ombudsman’s operations.\n1993 Ombudsman can directly investigate police complaints and also monitor police investigations.\n1994 First whistleblowers legislation passed – Protected D\n  Source: `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n- s taken against bystander inmates following an incident at Clarence Correctional Centre\n102\n\n[page 103]\nFreedom of information\n26.09.1984 Report concerning the GIO and the failure to reply to a reasonable request for information\n1.01.1990 The operation of the Freedom of Information Act 1989 and the functions of the Ombudsman\n23.05.1990 Report concerning the operation of the Freedom of Information Act 1989 and the functions of the Ombudsman\n17.03.1994 Proposing Amendments to the Freedom of Information Act\n1.11.1994 Freedom of Information Annual R\n  Source: `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n- formation\n26.09.1984 Report concerning the GIO and the failure to reply to a reasonable request for information\n1.01.1990 The operation of the Freedom of Information Act 1989 and the functions of the Ombudsman\n23.05.1990 Report concerning the operation of the Freedom of Information Act 1989 and the functions of the Ombudsman\n17.03.1994 Proposing Amendments to the Freedom of Information Act\n1.11.1994 Freedom of Information Annual Report 1993–1994 (Includes the Ombudsman’s FOI Policies and Guidelines)\n27.01.1995 Freedom of information : the way ah\n  Source: `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n- on Prospect: A report 170 NSW Ombudsman, Annual Report 1993–94, p 134.\non developments, p 22.\n113\n\n[page 114]\n171 NSW Ombudsman, Annual Report 1981–82, p 14–16; 183 NSW Ombudsman, Discussion Paper: Review of the\nNSW Ombudsman, Annual Report 1982–83, pp 22–23; Freedom of Information Act 1989, September 2008;\nNSW Ombudsman, Annual Report 1983–84, pp 75–77; NSW Ombudsman, Opening up government: Review of\nNSW Ombudsman, Annual Report 1984–85, pp 44–45; the Freedom of Information Act 1989, A special report\nNSW Ombudsman, Annual Report 1985–86, pp 70–\n  Source: `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n\n### Privacy and Personal Information Protection Act 1998\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 6\n**Register search**: https://legislation.nsw.gov.au/search?query=Privacy+and+Personal+Information+Protection+Act+1998\n\n**Sources**:\n- `pages/annual-reports-index__00.html`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- s for external training allocation and management\nadditional guidance material for our complaint-handling staff.\n4.10 Privacy and Personal Information Protection Act compliance\nOur Privacy and Information Management Plan addresses the requirements of both the\nPrivacy and Personal Information Protection Act 1998\n(\nPPIPA\n) and the\nHealth Records and Information Privacy Act 2002.\nIn the reporting period we received 2 complaints about our compliance with the PPIPA. Under the PPIPA, people have the right to apply for an internal review of conduct that may have affected t\n  Source: `pages/annual-reports-index__00.html`\n- • Email communications to all staff have\npromoted the PID Act and encouraged staff to\nOur Privacy and Information Management make internal reports.\nFramework incorporates our privacy\nmanagement plan, which addresses the PID statistics\nrequirements of both the Privacy and Personal\nInformation Protection Act 1998 (PPIPA) and the Under the PID Act, we are required to report\nHealth Records and Information Privacy Act 2002. information about public interest disclosures that\nwe receive from our staff and/or about our office.\nWe reviewed our operational procedures to\nident\n  Source: `annual-reports/2021-22.pages.jsonl`\n- ...... 18\nNSW Education Standards Authority, ............................. 10\nNSW Energy and Water Ombudsman, ............................. 11\nNSW Ombudsman Annual Report 2021–2022 133\n\n[page 134]\nNSW Government, ......... 12, 20, 44, 118. see also individual Privacy and Personal Information Protection Act 1998\ndepartments and entities (PPIPA), ....................................................................... 121\nCOVID-19 response, .............................................. 43, 51 private companies or individuals, .................................... 11\nde\n  Source: `annual-reports/2021-22.pages.jsonl`\n- 113]\norganisation ....................................................................... 14 privacy ..........................................................................20, 62\naccessibility ..............................................24, 26–7, 32, 52 Privacy and Personal Information Protection Act 1998\nconstraints ....................................................................72 (PPIPA) ...........................................................................62\ncontacts received and categories ........................... 32–3 Procurement Policy .....\n  Source: `annual-reports/2022-23.pages.jsonl`\n- ................64\nPride in Diversity ................................................................71\nR\nprivacy ................................................................................64\nRAP Steering Committee and Working Group ..................25\nPrivacy and Personal Information Protection Act 1998\n(PPIPA) ..................................................................... 18, 67 reasonable assurance ........................................................79\n‘privileged’ user accounts ..................................................64 reasonableness\n  Source: `annual-reports/2023-24.pages.jsonl`\n\n### Surveillance Devices Act 2007\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 6\n**Register search**: https://legislation.nsw.gov.au/search?query=Surveillance+Devices+Act+2007\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pages.jsonl`\n\n**Evidence contexts**:\n- tralasian\nOur 2016 report about Operation Prospect,\nParliamentary Ombudsman. It is available for\nconcerning an investigation into ‘Operation\ndownload on our website.\nMascot’, recommended that the government\nestablish a public interest monitor in NSW\nunder the Surveillance Devices Act 2007 and the The continuing impact of our work\nTelecommunications (Interception and Access) Act\nThis reporting year marks 10 years since the\n1979 to: receive advance notice on all warrant\nestablishment of the Information and Privacy\napplications; appear in warrant\n  Source: `annual-reports/2020-21.pages.jsonl`\n- its body-worn camera procedure\nand took action to have the Marine Safety Act 1998\nto include legally accurate instruction and\namended.\npractice advice to ensure that NSW-based\ncompliance officers acted in line with the The Marine Safety Amendment Bill 2024 is\nSurveillance Devices Act 2007. currently before Parliament. If passed, the\namendments are expected to, among other things,\nstrengthen TfNSW’s regulatory powers for the\nLife Without Barriers — Management of management of unsafe and former vessels.\nchildren’s contact and connection with\nfam\n  Source: `annual-reports/2023-24.pages.jsonl`\n- d, 21 November 2024 (State\nLibrary of NSW).\n266 NSW Ombudsman, Annual Report 2011–12, p 94.\n116\n\n[page 117]\n282 NSW Ombudsman, Inquiry into service provision 300 NSW Ombudsman, Annual Report 1997–98, pp 201–202.\nto the Bourke and Brewarrina communities, A 301 Surveillance Devices Act 2007 (Act No. 64 of 2007); NSW\nspecial report to Parliament under section 31 of Ombudsman, Annual Report 2007–08, p 160; NSW\nthe Ombudsman Act 1974, (First report auditing Ombudsman, Annual Report 2008–09, p 107.\nthe implementation of the NSW Interagency\n302 NSW O\n  Source: `other-pdfs/NSW-Ombudsman-50-Year-Anniversary-Report.pages.jsonl`\n- Act 1994\n• the person allegedly the subject of the reportable allegation,\nRestricted Premises Act 1943 • any person nominated by that person to receive the\ninformation, or\nSummary Offences Act 1988\n• if the person allegedly the subject of the allegation does\nSurveillance Devices Act 2007\nnot have the capacity to understand the information or to\nTelecommunications (Interception and Access) (New South nominate a person to receive it, another prescribed person.\nWales) Act 1987\nExtension of Part 3A to adults residing with\nTerrorism (Police Powers\n  Source: `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pages.jsonl`\n- continued to review relevant human resources policies to ensure that\nstaff with caring responsibilities are valued and appropriately supported.\n197 NSW Ombudsman Annual Report 2015–2016\n\n[page 35]\nAppendix H\nPublications list Report under section 49(1) of the Surveillance Devices Act\n2007 for the 6 months ending 31 December 2015\nWe produce a range of publications including general\nReview of police use of Firearms Prohibition Order search\ninformation for the public, guidelines for agencies and\npowers – Issues Paper – July 2015\norganisations we\n  Source: `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pages.jsonl`\n\n### Annual Reports (Departments) Act 1985\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://legislation.nsw.gov.au/search?query=Annual+Reports+%28Departments%29+Act+1985\n\n**Sources**:\n- `pages/annual-reports-index.html`\n- `pages/annual-reports-index__05.html`\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pages.jsonl`\n\n**Evidence contexts**:\n- l Reports\nThis report summaries the activities and performance of the Ombudsman’s office for the 2019–20 financial year as well as reporting on our work during the year. The report addresses our obligations under the Ombudsman Act 1974 and the Annual Reports (Departments) Act 1985.\n26 Oct 2020\nNSW Ombudsman Annual Report 2018-19\nOffice Annual Reports\nOur annual report is a public record of our work for the financial year 2018–19. This report provides information on the activities, achievements and performance of the NSW Ombudsman for t\n  Source: `pages/annual-reports-index.html`\n- w\nSummary\nThis report summaries the activities and performance of the Ombudsman’s office for the 2019–20 financial year as well as reporting on our work during the year. The report addresses our obligations under the Ombudsman Act 1974 and the Annual Reports (Departments) Act 1985.\nDownloads\nNSW Ombudsman Annual Report 2019 20\nPDF - 3MB\nRelated information\n50 Years of the NSW Ombudsman\nReports to Parliament\nDiscover the history of the NSW Ombudsman, written by Dr Lisa Murray, public historian.\n31 Jul 2025\nNSW Ombudsman Annual Report 20\n  Source: `pages/annual-reports-index__05.html`\n- SW Ombudsman’s Office, which\ncovers the period of 12 months ending 30 June 2021.\nThis report is presented in accordance with section 30 of the Ombudsman Act 1974. It also\naddresses the office’s annual reporting requirements in the following:\n• Annual Reports (Departments) Act 1985\n• Annual Reports (Departments) Regulation 2015\n• Public Interest Disclosures Act 1994 (section 31)\n• Government Information (Public Access) Act 2009 (section 25).\nThe Annexure to this report comprises a separate special report under section 31 of the\nOmbudsma\n  Source: `annual-reports/2020-21.pages.jsonl`\n- s report is presented in accordance with section 30 of the Ombudsman Act 1974 which\nincludes the financial report for the period of 12 months ending 30 June 2022. It also addresses\nthe office’s annual reporting requirements in the following:\n• Annual Reports (Departments) Act 1985\n• Annual Reports (Departments) Regulation 2015\n• Public Interest Disclosures Act 1994 (section 31)\n• Government Information (Public Access) Act 2009 (section 25).\nIn accordance with section 31AA of the Ombudsman Act 1974, I recommend that this report be\nmade\n  Source: `annual-reports/2021-22.pages.jsonl`\n- gation in the\nreporting year.\nNo significant judicial decisions were made during the\nreporting period that affect the NSW Ombudsman or users of\nits service.\nAppendix D 190\n\n[page 28]\nAppendix E\nCompliance with annual reporting requirements\nThe Annual Reports (Departments) Act 1985, the Annual Reports (Departments) Regulation 2010, various Treasury circulars and\nthe Ombudsman Act 1974 require us to include certain information in this report. The table below l\n\n_…truncated, open the .md file for the full content._",
  "global_initiatives_md": null,
  "strategy": {
    "reporting_period": "2024-25",
    "corporate_plan_period": "2025-26",
    "vision": "Everyone receives the right services and fair treatment from those we oversight. [AR p.26]",
    "vision_source_page": 26,
    "purposes": "We pursue fairness for the people of NSW. [AR p.13]",
    "purposes_source_page": 13,
    "how_we_deliver": "We strive to ensure that those entrusted with public power and resources fulfil their responsibilities and treat everyone fairly. [AR p.13]",
    "how_we_deliver_source_page": 13,
    "government_priorities": [
      {
        "text": "Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair treatment, by holding public authorities and community service providers to account when they engage in wrong conduct.",
        "source_page": 26
      },
      {
        "text": "Foster enduring reforms that prevent future failings and improve public administration and service delivery.",
        "source_page": 26
      },
      {
        "text": "Provide a trusted source of independent advice to Parliament.",
        "source_page": 26
      }
    ],
    "outcomes": [
      {
        "name": "Outcome 1: Ensuring satisfaction with our customer service",
        "description": "Individuals are satisfied with our customer service.",
        "key_activities": [
          "Listening to complaints or questions",
          "Providing information and guidance",
          "Providing an impartial assessment of an agency’s conduct",
          "Helping where possible to conciliate and resolve complaints",
          "Investigating matters of serious or systemic concern"
        ],
        "source_page": 26
      },
      {
        "name": "Outcome 2: Supporting democratic principles and the rule of law",
        "description": "Public authorities and community service providers are held to account for serious wrong conduct.",
        "key_activities": [
          "Pursuing the most important investigations, inquiries and reviews",
          "Providing robust evidence and advice to Parliament"
        ],
        "source_page": 26
      },
      {
        "name": "Outcome 3: Fostering enduring reforms",
        "description": "Public authorities and community service providers are responsive to individuals who complain about a service or decision.",
        "key_activities": [
          "Providing advice, suggestions and recommendations that are evidence-based, realistic and effective",
          "Providing education and training to government agencies and service providers to encourage good administrative practice and build capability"
        ],
        "source_page": 26
      },
      {
        "name": "Outcome 4: Providing a trusted source of independent advice to Parliament",
        "description": "Parliament is satisfied that we are performing our functions.",
        "key_activities": [
          "Providing robust evidence and advice to Parliament",
          "Ensuring that complaints to us are resolved effectively and individuals are satisfied with our service"
        ],
        "source_page": 26
      }
    ],
    "values": [
      "Integrity Always",
      "Proudly Independent",
      "Purpose Driven",
      "Inquiring Minds Better Together"
    ],
    "values_framework_name": null,
    "kpi_targets_2025_26": [
      {
        "code": "CCE01",
        "measure": "Corrective Services NSW commencing a review of the system of inmate discipline",
        "target": "Stability or improvement",
        "source_page": 10
      }
    ],
    "kpi_results_2024_25": [
      {
        "code": "CCE01",
        "measure": "Corrective Services NSW commencing a review of the system of inmate discipline",
        "result": "Target met",
        "status": "Achieved",
        "source_page": 10
      }
    ],
    "_source_urls": {
      "annual_report_url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf",
      "corporate_plan_url": ""
    }
  },
  "ideas": [
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Risk & Assurance",
      "scale": "small",
      "title": "Recommendation tracker for audits, reviews, and inquiries",
      "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.",
      "quote": "[Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit\nand Risk Management Policy for the General Government Sector, specifically:\nCore Requirements Compliant or\nnon-compliant\nRisk Management Framework\n1.1 The Accountable Authority shall accept ultimate responsibility and Compliant\naccountability for risk management in the agency.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / assurance teams",
      "source": "annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Risk & Assurance",
      "scale": "large",
      "title": "Integrated assurance and lessons-learned system",
      "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.",
      "quote": "[Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit\nand Risk Management Policy for the General Government Sector, specifically:\nCore Requirements Compliant or\nnon-compliant\nRisk Management Framework\n1.1 The Accountable Authority shall accept ultimate responsibility and Compliant\naccountability for risk management in the agency.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / assurance teams",
      "source": "annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Citizen Services",
      "scale": "small",
      "title": "Plain-language service pages and proactive status updates",
      "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.",
      "quote": "[Page 34]\nPlanned outcome Strategies Progress report for 2015–16\n• Key priority area: Program and services\nIdentify barriers to Review our guidelines on the use of • We have up-to-date procedures in place for using translation\naccess to our services interpreters and translators and provide and interpreting services.\nfor culturally, linguistically training to all staff. • All frontline inquiry staff are trained to use interpretation and\nand religiously diverse translation services.\npeople, and develop\nprograms and services to Ensure that our budget for interpreter • We allocated funds for providing interpretation and translation\naddress issues identified. services and interpreter use is monitored services.\nand reviewed. • We kept a register of our use of interpretation and translation\nservices to inform our decision making in developing\ncommunity language information.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / service users",
      "source": "other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman_AR16_Appendices-errata.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Citizen Services",
      "scale": "large",
      "title": "Single front door for life-event based services",
      "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.",
      "quote": "[Page 34]\nPlanned outcome Strategies Progress report for 2015–16\n• Key priority area: Program and services\nIdentify barriers to Review our guidelines on the use of • We have up-to-date procedures in place for using translation\naccess to our services interpreters and translators and provide and interpreting services.\nfor culturally, linguistically training to all staff. • All frontline inquiry staff are trained to use interpretation and\nand religiously diverse translation services.\npeople, and develop\nprograms and services to Ensure that our budget for interpreter • We allocated funds for providing interpretation and translation\naddress issues identified. services and interpreter use is monitored services.\nand reviewed. • We kept a register of our use of interpretation and translation\nservices to inform our decision making in developing\ncommunity language information.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / service users",
      "source": "other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman_AR16_Appendices-errata.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Data & Performance",
      "scale": "small",
      "title": "KPI evidence register with named owners",
      "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.",
      "quote": "[pages 112,113,114,115]\nned or consolidated TPG25-10a entities or subsidiaries)\nStrategy Strategic objectives GSF Act, s 7.11 Yes 26–27\nTPG25-10a\nCurrent and future strategic plans GSF Act, s 7.11 Yes 24–29\nto accomplish outcomes and TPG25-10a\nobjectives\nSystems and processes to measure GSF Act, s 7.11 Yes 26, 34\nthe target outcomes TPG25-10a\nResource allocation to implement GSF Act, s 7.11 Yes 28–29\nstrategic plans TPG25-10a\nOperations and Key products and services GSF Act, s 7.11 Yes 31–33\nperformance TPG25-10a\nService delivery models GSF Act, s 7.11 Yes 31\nTPG25-10a\nSignificant programs and GSF Act, s 7.11 Yes 34–57\noperations TPG25-10a\nPerformance metrics regarding GSF Act, s 7.11 Yes 58–62\ntargeted outcomes / objectives TPG25-10a\nfrom the strategy and/or\ncorporate plan\n112 NSW Ombudsman Annual Report 2024–25",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / Parliament / public",
      "source": "annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Data & Performance",
      "scale": "large",
      "title": "Outcome dashboard linking budget, delivery, and public impact",
      "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.",
      "quote": "[pages 112,113,114,115]\nned or consolidated TPG25-10a entities or subsidiaries)\nStrategy Strategic objectives GSF Act, s 7.11 Yes 26–27\nTPG25-10a\nCurrent and future strategic plans GSF Act, s 7.11 Yes 24–29\nto accomplish outcomes and TPG25-10a\nobjectives\nSystems and processes to measure GSF Act, s 7.11 Yes 26, 34\nthe target outcomes TPG25-10a\nResource allocation to implement GSF Act, s 7.11 Yes 28–29\nstrategic plans TPG25-10a\nOperations and Key products and services GSF Act, s 7.11 Yes 31–33\nperformance TPG25-10a\nService delivery models GSF Act, s 7.11 Yes 31\nTPG25-10a\nSignificant programs and GSF Act, s 7.11 Yes 34–57\noperations TPG25-10a\nPerformance metrics regarding GSF Act, s 7.11 Yes 58–62\ntargeted outcomes / objectives TPG25-10a\nfrom the strategy and/or\ncorporate plan\n112 NSW Ombudsman Annual Report 2024–25",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / Parliament / public",
      "source": "annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Staff Productivity",
      "scale": "small",
      "title": "Reusable briefing and summary assistant for internal documents",
      "idea": "Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.",
      "quote": "Pursue an enhanced program Completed Visited 27 custodial facilities (21 correctional centres,\nof visits to correctional centres and and now 5 youth justice centres and 1 court cell complex).\nyouth justice centres to improve ongoing Stood up a new detention and custody team of\naccess to our services, as well as to identified staff to be subject matter experts and\nenhance the capacity of our staff implemented intensive training to other staff on\nto deal with complaints through handling custodial complaints and visiting custodial\na strong working understanding facilities.\nof the correctives system and the Arranged for staff who visit correctional centres\nunique context in which complaints to do Security Awareness Training online from the\nmay arise in such settings Corrective Services Academy.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "APS staff / executives",
      "source": "annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Sensitive information leakage",
        "Inconsistent quality of generated drafts"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Staff Productivity",
      "scale": "large",
      "title": "Department-wide knowledge and briefing platform",
      "idea": "Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.",
      "quote": "Pursue an enhanced program Completed Visited 27 custodial facilities (21 correctional centres,\nof visits to correctional centres and and now 5 youth justice centres and 1 court cell complex).\nyouth justice centres to improve ongoing Stood up a new detention and custody team of\naccess to our services, as well as to identified staff to be subject matter experts and\nenhance the capacity of our staff implemented intensive training to other staff on\nto deal with complaints through handling custodial complaints and visiting custodial\na strong working understanding facilities.\nof the correctives system and the Arranged for staff who visit correctional centres\nunique context in which complaints to do Security Awareness Training online from the\nmay arise in such settings Corrective Services Academy.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "APS staff / executives",
      "source": "annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Sensitive information leakage",
        "Inconsistent quality of generated drafts"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Citizen Participation",
      "scale": "small",
      "title": "Consultation feedback summaries with response tracking",
      "idea": "Summarise consultation submissions by theme and publish what changed in response.",
      "quote": "Develop, in consultation Commenced Completed external consultancy to advise on new PID\nwith stakeholders, a refreshed Audit Framework.\napproach to our ‘monitoring’ and Finalised new PID team operating model, which is due\n‘auditing’ functions, particularly in to commence in 2022–23.\nrespect of:\nWrote to state and local government leadership\n• community services, to ensure regarding complaint-management commitments and\nclarity of roles, consistency of to encourage participation in review of the Australian\napproach, and prioritisation Standard on complaint handling.\nand proportionality of effort Engaged a consultant to develop draft guidelines for\nnew Public Interest Disclosures Act 2022 (PID Act 2022).\n• PIDs, to ensure we target\ndelivery of our training services,\nuse our data effectively, and\nfocus on auditing to improve\nPID handling\n62 NSW Ombudsman Annual Report 2021–2022",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / stakeholders / policy teams",
      "source": "annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Citizen Participation",
      "scale": "large",
      "title": "Always-on policy participation platform",
      "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.",
      "quote": "Develop, in consultation Commenced Completed external consultancy to advise on new PID\nwith stakeholders, a refreshed Audit Framework.\napproach to our ‘monitoring’ and Finalised new PID team operating model, which is due\n‘auditing’ functions, particularly in to commence in 2022–23.\nrespect of:\nWrote to state and local government leadership\n• community services, to ensure regarding complaint-management commitments and\nclarity of roles, consistency of to encourage participation in review of the Australian\napproach, and prioritisation Standard on complaint handling.\nand proportionality of effort Engaged a consultant to develop draft guidelines for\nnew Public Interest Disclosures Act 2022 (PID Act 2022).\n• PIDs, to ensure we target\ndelivery of our training services,\nuse our data effectively, and\nfocus on auditing to improve\nPID handling\n62 NSW Ombudsman Annual Report 2021–2022",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / stakeholders / policy teams",
      "source": "annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Regulation & Policy",
      "scale": "small",
      "title": "Regulatory burden scan for forms, guidance, and reporting",
      "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.",
      "quote": "[Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit\nand Risk Management Policy for the General Government Sector, specifically:\nCore Requirements Compliant or\nnon-compliant\nRisk Management Framework\n1.1 The Accountable Authority shall accept ultimate responsibility and Compliant\naccountability for risk management in the agency.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Regulated entities / policy teams",
      "source": "annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "NSW-NSW-Ombudsman",
      "entity_name": "NSW Ombudsman",
      "folder_name": "NSW-Ombudsman",
      "category": "Regulation & Policy",
      "scale": "large",
      "title": "Adaptive regulation program with live feedback loops",
      "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.",
      "quote": "[Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit\nand Risk Management Policy for the General Government Sector, specifically:\nCore Requirements Compliant or\nnon-compliant\nRisk Management Framework\n1.1 The Accountable Authority shall accept ultimate responsibility and Compliant\naccountability for risk management in the agency.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Regulated entities / policy teams",
      "source": "annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    }
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