{ "entity_id": "WA-Ombudsman-Western-Australia", "folder": "Ombudsman-Western-Australia", "name": "Ombudsman Western Australia", "type": "Independent Statutory Authority", "jurisdiction": "WA", "portfolio": "", "website": "https://www.ombudsman.wa.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": 11, "n_kpi_targets": 8, "n_kpi_results": 8, "n_outcomes": 2, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "summary": "To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm;\n• Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7]", "official_site_url": "https://www.ombudsman.wa.gov.au/", "source_documents": [ { "type": "annual_report", "title": "annual-reports/2024-25.pdf", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2023-24", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf", "period": "2023-24", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2022-23", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf", "period": "2022-23", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2021-22", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf", "period": "2021-22", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2020-21", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf", "period": "2020-21", "confidence": "high" }, { "type": "strategie", "title": "25th Australasian and Pacific Ombudsman Regional Conference 19 March 2010 - 'The Ombudsman in the Integrity Framework'", "url": "https://www.ombudsman.wa.gov.au/Publications/Documents/speeches/190310-APOR-Conference-Canberra.pdf", "period": "2010", "confidence": "medium" } ], "purpose": { "text": "To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm;\n• Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7]", "source_url": "", "source_page": null, "source_deep_url": "" }, "vision": { "text": "Lawful, reasonable, fair and accountable decision making and practices by public authorities. [AR p.7]", "source_url": "", "source_page": null, "source_deep_url": "" }, "strategic_priorities": [ { "title": "Supporting vulnerable communities", "description": "Supporting vulnerable communities", "source_url": "", "source_page": null, "source_deep_url": "" } ], "values": [ { "name": "Lawful", "description": "", "source_url": "", "source_page": null }, { "name": "Reasonable", "description": "", "source_url": "", "source_page": null }, { "name": "Fair", "description": "", "source_url": "", "source_page": null }, { "name": "Accountable", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Protecting People’s Rights", "description": "We achieved 111 remedies through our investigation and resolution of complaints.", "activities": [ "Receiving, investigating and resolving complaints", "Reviewing child deaths and family and domestic violence fatalities", "Overseeing and monitoring relevant organisations" ], "source_url": "", "source_page": 7, "source_deep_url": "" }, { "name": "Outcome 2: Supporting Vulnerable Communities", "description": "We can focus on people who are often overlooked or disadvantaged, ensuring their voices are heard and their needs are considered.", "activities": [ "Improving child safety", "Making 238 improvements to administration", "Reviewing child deaths and family and domestic violence fatalities" ], "source_url": "", "source_page": 7, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Percentage of allegations finalised within three months", "target": "95%", "latest_result": "95%", "status": "Achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE02", "measure": "Percentage of allegations finalised within 12 months", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE03", "measure": "Percentage of allegations on hand at 30 June less than three months old", "target": "88%", "latest_result": "90%", "status": "Achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE04", "measure": "Percentage of allegations on hand at 30 June less than 12 months old", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE05", "measure": "Average cost per finalised allegation", "target": "$1,314", "latest_result": "$1,890", "status": "Not achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE06", "measure": "Average cost per finalised notification of death", "target": "$11,571", "latest_result": "$14,655", "status": "Not achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE07", "measure": "Average cost per notification of reportable conduct", "target": "$3,687", "latest_result": "$4,000", "status": "Not achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE08", "measure": "Cost of monitoring and inspection functions", "target": "$1,000,679", "latest_result": "$1,168,000", "status": "Not achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 } ], "document_alignment_terms": { "must_support": [ "To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing", "Lawful, reasonable, fair and accountable decision making and practices by public authorities. [AR p.7]", "Supporting vulnerable communities" ], "watch_terms": [ "Percentage of allegations finalised within three months", "Percentage of allegations finalised within 12 months", "Percentage of allegations on hand at 30 June less than three months old", "Percentage of allegations on hand at 30 June less than 12 months old", "Average cost per finalised allegation", "Average cost per finalised notification of death", "Average cost per notification of reportable conduct", "Cost of monitoring and inspection functions" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "strategy_brief_md": "# Ombudsman Western Australia — Strategy Brief\n\n**Reporting period**: 2024-25\n**Corporate plan in force**: 2025-26\n**Annual Report**: [2024-25](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)\n\n## Vision\n\n> Lawful, reasonable, fair and accountable decision making and practices by public authorities. [AR p.7](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=7)\n\n## Our purpose / purposes\n\n> To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm;\n• Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=7)\n\n## How we deliver\n\n> We also have functions to monitor the use of certain powers relating to telecommunications interceptions, consorting laws, and public entertainment precinct bans. This is aimed at ensuring these significant powers that impact on people’s rights are used lawfully and appropriately. [AR p.7](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=7)\n\n## Government priorities for this department\n\n- Supporting vulnerable communities\n\n## Outcomes\n\n### Outcome 1: Protecting People’s Rights\nWe achieved 111 remedies through our investigation and resolution of complaints. [CP p.7]\n\n**Key activities:**\n- Receiving, investigating and resolving complaints\n- Reviewing child deaths and family and domestic violence fatalities\n- Overseeing and monitoring relevant organisations\n\n### Outcome 2: Supporting Vulnerable Communities\nWe can focus on people who are often overlooked or disadvantaged, ensuring their voices are heard and their needs are considered. [CP p.7]\n\n**Key activities:**\n- Improving child safety\n- Making 238 improvements to administration\n- Reviewing child deaths and family and domestic violence fatalities\n\n## Values and principles\n\n_APS Values_\n\n- Lawful\n- Reasonable\n- Fair\n- Accountable\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 | Percentage of allegations finalised within three months | 95% | CP p.15 |\n| CCE02 | Percentage of allegations finalised within 12 months | 100% | CP p.15 |\n| CCE03 | Percentage of allegations on hand at 30 June less than three months old | 88% | CP p.15 |\n| CCE04 | Percentage of allegations on hand at 30 June less than 12 months old | 100% | CP p.15 |\n| CCE05 | Average cost per finalised allegation | $1,314 | CP p.15 |\n| CCE06 | Average cost per finalised notification of death | $11,571 | CP p.15 |\n| CCE07 | Average cost per notification of reportable conduct | $3,687 | CP p.15 |\n| CCE08 | Cost of monitoring and inspection functions | $1,000,679 | CP p.15 |\n\n## How they performed last year (results from 2024-25 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| CCE01 | Percentage of allegations finalised within three months | 95% | Achieved | [AR p.19](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19)(https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19) |\n| CCE02 | Percentage of allegations finalised within 12 months | 100% | Achieved | [AR p.19](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19)(https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19) |\n| CCE03 | Percentage of allegations on hand at 30 June less than three months old | 90% | Achieved | [AR p.19](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19)(https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19) |\n| CCE04 | Percentage of allegations on hand at 30 June less than 12 months old | 100% | Achieved | [AR p.19](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19)(https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19) |\n| CCE05 | Average cost per finalised allegation | $1,890 | Not achieved | [AR p.19](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19)(https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19) |\n| CCE06 | Average cost per finalised notification of death | $14,655 | Not achieved | [AR p.19](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19)(https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19) |\n| CCE07 | Average cost per notification of reportable conduct | $4,000 | Not achieved | [AR p.19](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19)(https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19) |\n| CCE08 | Cost of monitoring and inspection functions | $1,168,000 | Not achieved | [AR p.19](https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19)(https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf#page=19) |", "strategy_overview_evidence_md": null, "internal_strategy_evidence_md": "# Ombudsman Western Australia - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:54:36.476682+00:00\n**Entity ID**: WA-Ombudsman-Western-Australia\n**Entity type**: Independent Statutory Authority\n**Jurisdiction**: WA\n**Portfolio**: \n**Website**: https://www.ombudsman.wa.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 | 40 |\n| strategies | 1 |\n\n## Executive Readout\n\n### Purpose\n\n- [Page 27]\nOmbudsman Western Australia Annual Report 2020-21 27\necnamrofreP\nfo\nyrammuS\nThe 2020-21 actual number of improvements to practices and procedures of public\nauthorities as a result of Ombudsman action (109) is higher than the 2020-21 target\n(100) and the 2019-20 actual (72) as there are fluctuations in improvements from year\nto year, related to the number, nature and outcomes of investigations finalised by the\nOffice in any given year.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 39]\nOmbudsman Western Australia Annual Report 2020-21 39\nnoituloseR\ntnialpmoC\nOutcomes of complaints about the public sector\nIn 2020-21, there were 157 actions taken by public sector bodies as a result of\nOmbudsman action following a complaint.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 40]\n40 Ombudsman Western Australia Annual Report 2020-21\nComplaint\nResolution\nPublic sector complaint issues and outcomes\nCorrective Services\nComplaints\n415\n394\nreceived\n353\n336\n267\n2016-17 2017-18 2018-19 2019-20 2020-21\nMost\ncommon\nOfficer conduct 49\nallegations\nPlacements and\n35\ntransfers\nHealth Services 34\nPrisoner communication\n19\nfacilities\nPrisoner property 18\nDiscipline and\n14\npunishment\nFacilities and conditions 14\nRehabilitation programs 12\nFood and diet 10\nPrisoner employment 10\nOutcomes • Financial payment;\nachieved • Action to replace, repair or rectify a matter;\n• Consider or reconsider a matter and make a decision;\n• Action expedited;\n• Explanation given or reasons provided; and\n• Staff training.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 41]\nOmbudsman Western Australia Annual Report 2020-21 41\nnoituloseR\ntnialpmoC\nPolice\nComplaints\nreceived\n163\n142 146\n127 132\n2016-17 2017-18 2018-19 2019-20 2020-21\nMost common\nallegations\nConduct of police officer 33\nInvestigations and\n29\nProsecutions\nPermits and licences 24\nFines and infringements 14\nComplaints management 10\nSearches or handling\n9\nof property\nArrest and detention issues 7\nTraffic matters 6\nGeneral communication and\n6\nprovision of information\nOutcomes • Action to replace, repair or rectify a matter;\nachieved • Consider or reconsider a matter and make a decision; and\n• Explanation given or reasons provided.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n\n### Role and Functions\n\n- [Page 29]\nOmbudsman Western Australia Annual Report 2022-23 29\necnamrofreP\nfo\nyrammuS\nVariance\n2021-22 2022-23 2022-23\nKey Effectiveness Indicators from\nActual Target Actual\nTarget\nWhere the Ombudsman made\nrecommendations to improve\npractices or procedures, the 100% 100% 100% Nil\npercentage of recommendations\naccepted by agencies\nNumber of improvements to practices\nor procedures as a result of 57 100 75 -25\nOmbudsman action\nWhere the Ombudsman made\nNot applicable - the new\nrecommendations regarding\nReportable Conduct Not Not\nreportable conduct, the percentage of\nfunction commenced on applicable applicable\nrecommendations accepted by\n1 January 2023\nrelevant entities\nNot applicable - the new\nNumber of actions taken by relevant Reportable Conduct Not\n26\nentities to prevent reportable conduct function commenced on applicable\n1 January 2023\n Source: `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)`\n- [Page 134]\n134 Ombudsman Western Australia Annual Report 2023-24\nReportable\nConduct\nScheme\nThe role of the Ombudsman under the Reportable Conduct\nScheme\nThe role of the Ombudsman under the Scheme is comprised of the following functions,\nset out in section 19M(1) of the Act:\n(a) to oversee and monitor the reportable conduct scheme;\n(b) to educate and provide advice to relevant entities in order to assist them to identify\nand prevent reportable conduct and to notify and investigate reportable allegations\nand reportable convictions;\n(c) to support relevant entities to make continuous improvement in the identification\nand prevention of reportable conduct and the reporting, notification and\ninvestigation of reportable allegations and reportable convictions;\n(d) to monitor the investigation of reportable allegations and reportable convictions by\nrelevant entities;\n Source: `annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf)`\n- [Page 14]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nAdministered Legislation\nPrincipal legislation Complaints from persons Terrorism (Preventative Detention) Act\ndetained under terrorism 2006\nThe enabling legislation for the Parliamentary Commissioner for legislation\nAdministrative Investigations (Ombudsman) is the\nInspection of Telecommunications (Interception and\nParliamentary Commissioner Act 1971 Telecommunications Access) Act 1979 (Commonwealth)\nInterception records\nTelecommunications (Interception and\nLegislation and other instruments governing our\nAccess) Western Australia Act 1996\nfunctions\nTelecommunications (Interception and\nInvestigating and Parliamentary Commissioner Act 1971 Access) Western Australia\nRegulations 1996\nresolving complaints\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- Variance\n2019-20 2020-21 2020-21\nKey Effectiveness Indicators from\nActual Target Actual\nTarget\nWhere the Ombudsman made\nrecommendations to improve practices or\n100% 100% 100% Nil\nprocedures, the percentage of\nrecommendations accepted by agencies\nNumber of improvements to practices or\nprocedures as a result of Ombudsman 72 100 109 +9\naction\nAnother important role of the Ombudsman is to enable remedies to be provided to\npeople who make complaints to the Office where service delivery by a public authority\nmay have been inadequate.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- Variance\n2019-20 2020-21 2020-21\nKey Efficiency Indicators from\nActual Target Actual\nTarget\nPercentage of allegations finalised\n95% 95% 96% +1%\nwithin three months\nPercentage of allegations finalised\n100% 100% 100% Nil\nwithin 12 months\nPercentage of allegations on hand at 30\n92% 90% 87% -3%\nJune less than three months old\nPercentage of allegations on hand at 30\n99% 100% 100% Nil\nJune less than 12 months old\nAverage cost per finalised allegation $1,858 $1,890 $1,885 -$5\nAverage cost per finalised notification of\n$17,926 $17,500 $17,565 +$65\ndeath\nCost of monitoring and inspection\n$408,008 $415,000 $407,486 -$7,514\nfunctions\nComparison of Actual Results and Budget Targets\nThe 2020-21 actual results for the Key Efficiency Indicators met, or were comparable\nto, the 2020-21 target.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- The cost of monitoring and inspection functions ($407,486) is comparable with\n2020-21 target ($415,000) and the 2019-20 actual ($408,008).\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n\n### Strategic Priorities\n\n- The role of the Corporate Executive is to:\n• Provide leadership to staff and model the Office’s values;\n• Set and monitor the strategic direction of the Office and monitor and discuss\nemerging issues of relevance to the work of the Ombudsman;\n• Monitor performance, and set priorities and targets for future performance; and\n• Ensure compliance with relevant legislation and corporate policies.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- Variance\n2019-20 2020-21 2020-21\nKey Effectiveness Indicators from\nActual Target Actual\nTarget\nWhere the Ombudsman made\nrecommendations to improve practices or\n100% 100% 100% Nil\nprocedures, the percentage of\nrecommendations accepted by agencies\nNumber of improvements to practices or\nprocedures as a result of Ombudsman 72 100 109 +9\naction\nAnother important role of the Ombudsman is to enable remedies to be provided to\npeople who make complaints to the Office where service delivery by a public authority\nmay have been inadequate.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 27]\nOmbudsman Western Australia Annual Report 2020-21 27\necnamrofreP\nfo\nyrammuS\nThe 2020-21 actual number of improvements to practices and procedures of public\nauthorities as a result of Ombudsman action (109) is higher than the 2020-21 target\n(100) and the 2019-20 actual (72) as there are fluctuations in improvements from year\nto year, related to the number, nature and outcomes of investigations finalised by the\nOffice in any given year.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- Variance\n2019-20 2020-21 2020-21\nKey Efficiency Indicators from\nActual Target Actual\nTarget\nPercentage of allegations finalised\n95% 95% 96% +1%\nwithin three months\nPercentage of allegations finalised\n100% 100% 100% Nil\nwithin 12 months\nPercentage of allegations on hand at 30\n92% 90% 87% -3%\nJune less than three months old\nPercentage of allegations on hand at 30\n99% 100% 100% Nil\nJune less than 12 months old\nAverage cost per finalised allegation $1,858 $1,890 $1,885 -$5\nAverage cost per finalised notification of\n$17,926 $17,500 $17,565 +$65\ndeath\nCost of monitoring and inspection\n$408,008 $415,000 $407,486 -$7,514\nfunctions\nComparison of Actual Results and Budget Targets\nThe 2020-21 actual results for the Key Efficiency Indicators met, or were comparable\nto, the 2020-21 target.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- The average cost per finalised allegation in 2020-21 ($1,885) is comparable with the\n2020-21 target ($1,890) and the 2019-20 actual ($1,858).\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- The average cost per finalised notification of death ($17,565) is comparable with the\n2020-21 target ($17,500) and the 2019-20 actual ($17,926).\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- The cost of monitoring and inspection functions ($407,486) is comparable with\n2020-21 target ($415,000) and the 2019-20 actual ($408,008).\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- Financial Performance 2019-20 2020-21 2020-21 Variance\nActual Target Actual from\n(‘000s) (‘000s) (‘000s) Target\n(‘000s)\nTotal cost of services\n(sourced from Statement of $11,332 $11,544 $11,713 +$169\nComprehensive Income)\nIncome other than income from State\nGovernment\n$2,493 $2,672 $2,498 -$174\n(sourced from Statement of\nComprehensive Income)\nNet cost of services\n(sourced from Statement of $8,840 $8,872 $9,216 +$344\nComprehensive Income)\nTotal equity\n(sourced from Statement of Financial $1,226 $867 $570 -$297\nPosition)\nNet increase/decrease in cash held\n(sourced from Statement of Cash $383 -$358 -$567 -$209\nFlows)\nStaff Numbers Number Number Number Number\nFull time equivalent (FTE) staff level\nat 66 70 70 Nil\n30 June\nComparison of Actual Results and Budget Targets\nAll 2020-21 actual results are comparable to the 2020-21 targets.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [pages 28,29,30,31,32]\nservices\n(sourced from Statement of $11,332 $11,544 $11,713 +$169\nComprehensive Income)\nIncome other than income from State\nGovernment\n$2,493 $2,672 $2,498 -$174\n(sourced from Statement of\nComprehensive Income)\nNet cost of services\n(sourced from Statement of $8,840 $8,872 $9,216 +$344\nComprehensive Income)\nTotal equity\n(sourced from Statement of Financial $1,226 $867 $570 -$297\nPosition)\nNet increase/decrease in cash held\n(sourced from Statement of Cash $383 -$358 -$567 -$209\nFlows)\nStaff Numbers Number Number Number Number\nFull time equivalent (FTE) staff level\nat 66 70 70 Nil\n30 June\nComparison of Actual Results and Budget Targets\nAll 2020-21 actual results are comparable to the 2020-21 targets.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- Methods for Making Complaints 2008-09 to 2020-21\n90%\n80%\n70%\n60%\n% of complaints by letter\n50%\n% of complaints by email or online\n40% % of complaints by other method\n30%\n20%\n10%\n0%\n2008-09 2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17 2017-18 2018-19 2019-20 2020-21\nResolving Complaints\nWhere it is possible and appropriate, staff\nuse an early resolution approach to\nEarly resolution involves\ninvestigate and resolve complaints.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- Results\nMeasure Comments about\n2022-23 2023-24 2024-25 Targets\ntarget\nNumber of fatalities 0 0 0 0 Target achieved\n0 or 10%\nLost time injury and disease incidence rate 0 0 11.75% reduction in\nincidence rate\n0 or 10%\nLost time injury and severity rate 0 0 11.75% reduction in\nseverity rate\nPercentage of injured workers returned to work (i)\nn/a n/a 0% 80%\nwithin 13 weeks\nPercentage of injured workers returned to work (ii) Greater than or\nn/a n/a 0%\nwithin 26 weeks equal to 80%\nPercentage of managers trained in work health and\nsafety injury management responsibilities, including 100% 73% 95% >80% Target achieved\nrefresher training within 3 years\nOmbudsman Western Australia | Annual Report 2024-25\n108\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- Variance\n2019-20 2020-21 2020-21\nKey Effectiveness Indicators from\nActual Target Actual\nTarget\nWhere the Ombudsman made\nrecommendations to improve practices or\n100% 100% 100% Nil\nprocedures, the percentage of\nrecommendations accepted by agencies\nNumber of improvements to practices or\nprocedures as a result of Ombudsman 72 100 109 +9\naction\nAnother important role of the Ombudsman is to enable remedies to be provided to\npeople who make complaints to the Office where service delivery by a public authority\nmay have been inadequate.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 27]\nOmbudsman Western Australia Annual Report 2020-21 27\necnamrofreP\nfo\nyrammuS\nThe 2020-21 actual number of improvements to practices and procedures of public\nauthorities as a result of Ombudsman action (109) is higher than the 2020-21 target\n(100) and the 2019-20 actual (72) as there are fluctuations in improvements from year\nto year, related to the number, nature and outcomes of investigations finalised by the\nOffice in any given year.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- Variance\n2020-21 2021-22 2021-22\nKey Effectiveness Indicators from\nActual Target Actual\nTarget\nWhere the Ombudsman made\nrecommendations to improve practices or\n100% 100% 100% Nil\nprocedures, the percentage of\nrecommendations accepted by agencies\nNumber of improvements to practices or\nprocedures as a result of Ombudsman 109 100 57 -43\naction\nAnother important role of the Ombudsman is to enable remedies to be provided to\npeople who make complaints to the Office where service delivery by a public authority\nmay have been inadequate.\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- The 2021-22 actual number of improvements to practices and procedures of public\nauthorities as a result of Ombudsman action (57) differs from the 2021-22 target (100)\nand the 2020-21 actual (109) as there are fluctuations in improvements from year to\nyear, related to the number, nature and outcomes of investigations finalised by the\nOffice in any given year.\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [Page 29]\nOmbudsman Western Australia Annual Report 2022-23 29\necnamrofreP\nfo\nyrammuS\nVariance\n2021-22 2022-23 2022-23\nKey Effectiveness Indicators from\nActual Target Actual\nTarget\nWhere the Ombudsman made\nrecommendations to improve\npractices or procedures, the 100% 100% 100% Nil\npercentage of recommendations\naccepted by agencies\nNumber of improvements to practices\nor procedures as a result of 57 100 75 -25\nOmbudsman action\nWhere the Ombudsman made\nNot applicable - the new\nrecommendations regarding\nReportable Conduct Not Not\nreportable conduct, the percentage of\nfunction commenced on applicable applicable\nrecommendations accepted by\n1 January 2023\nrelevant entities\nNot applicable - the new\nNumber of actions taken by relevant Reportable Conduct Not\n26\nentities to prevent reportable conduct function commenced on applicable\n1 January 2023\n Source: `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)`\n- The 2022-23 actual number of improvements to practices and procedures of public\nauthorities as a result of Ombudsman action (75) differs from the 2022-23 target (100)\nand the 2021-22 actual (57) as there are fluctuations in improvements from year to\nyear, related to the number, nature and outcomes of investigations finalised by the\nOffice in any given year.\n Source: `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)`\n- The 2022-23 actual average cost per 31ublic31ed notification of death ($8,415) is\nlower than the 2022-23 target ($17,500) and the 2021-22 actual ($17,097) as a result\nof the Ombudsman commencing a new jurisdiction to review all child deaths that occur\nin Western Australia.\n Source: `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)`\n- Variance\n2023-24 2023-24\nKey Effectiveness Indicators 2022-23 from\nTarget Actual\nTarget\nWhere the Ombudsman made\nrecommendations to improve\npractices or procedures, the 100% 100% 100% -\npercentage of recommendations\naccepted by agencies (a)\nNumber of improvements to\npractices or procedures as a result 75 100 40 (60)\nof Ombudsman action (b)\nWhere the Ombudsman made\nrecommendations regarding\nNot Not Not\nreportable conduct, the percentage 100%\napplicable applicable applicable\nof recommendations accepted by\nrelevant entities (c)\nNumber of actions taken by\nrelevant entities to prevent 26 51 97 46\nreportable conduct (d)\nAnother important role of the Ombudsman is to enable remedies to be provided to\npeople who make complaints to the Office where service delivery by a public authority\nmay have been inadequate.\n Source: `annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf)`\n- [Page 19]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nKey effectiveness performance\n2024-25 2024-25\n2023-24 Variation Result\nTarget Actual\nWhere the Ombudsman made recommendations to improve practices or\n100% 100% 100% Nil \nprocedures, the percentage of recommendations accepted by agencies\nNumber of improvements to practices or procedures as a result of\n40 100 57 (43)\nOmbudsman action\nWhere the Ombudsman made recommendations regarding reportable\nNot Not Not\nconduct, the percentage of recommendations accepted by relevant 100% -\napplicable applicable applicable\nentities\nNumber of actions taken by relevant entities to prevent reportable\n97 51 238 187 \nconduct\nKey efficiency performance\n2024-25 2024-25\n2023-24 Variation Result\nTarget Actual\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- 2023-24 2024-25 2024-25\nKey Effectiveness Indicators 2020-21 2021-22 2022-23\nActual Target Actual\nWhere the Ombudsman made recommendations\nto improve practices or procedures, the percentage 100% 100% 100% 100% 100% 100%\nof recommendations accepted by agencies (a)\nNumber of improvements to practices or\n109 57 75 40 100 57\nprocedures as a result of Ombudsman action (b)\nNot applicable - the new\nWhere the Ombudsman made recommendations\nReportable Conduct Not Not Not\nregarding reportable conduct, the percentage of 100%\nfunction commenced on 1 applicable applicable applicable\nrecommendations accepted by relevant entities (c)\nJanuary 2023\nNot applicable - the new\nNumber of actions taken by relevant entities to Reportable Conduct\n26 97 51 238\nprevent reportable conduct (d) function commenced on 1\nJanuary 2023\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- The 2024-25 actual number of improvements to practices and\nprocedures of public authorities as a result of Ombudsman\naction (57) is less than the 2024-25 target (100) and higher than\nthe 2022-23 actual (40) as there are fluctuations in\nimprovements from year to year, related to the number, nature\nand outcomes of investigations finalised by the Office in any\ngiven year.\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- [Page 100]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nAnalysis\nThe 2024-25 actual results for timeliness Key Efficiency The 2024-25 actual cost per notification of reportable conduct\nIndicators met or were close to the 2024-25 target. ($3,226) is less than the 2024-25 target ($4,000) and the 2023-\n24 actual ($3,687) as a result of higher number of notifications\nThe 2024-25 actual percentage of allegations finalised within\nreceived in 2024-25 than anticipated.\nthree months (93%) and percentage of allegations on hand at\n30 June less than three months old (85%) declined slightly The 2024-25 actual cost of monitoring and inspection functions\ncompared to the 2023-24 actual.\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- The 2024-25 actual average cost per finalised allegation\n($1,375) is lower than the 2024-25 target ($1,890) and higher\nthan the 2023-24 actual ($1,314) as a result of improvement in\nthe efficiency of complaint resolution along with the increase in\nthe number of complaints\nThe 2024-25 actual average cost per finalised notification of\ndeath ($14,429) is higher than the 2023-24 actual ($11,571) and\nclose to the 2024-25 target ($14,655) as a result of the\nOmbudsman concluding a program to finalise a number of\nnotifications received since the commencement of a new\njurisdiction to review all child deaths that occur in Western\nAustralia.\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| $11,332 , $11,544 , $11,713 , $169\n, $2,493 , $2,672 | Financial Performance 2019-20 2020-21 2020-21 Variance\nActual Target Actual from\n(‘000s) (‘000s) (‘000s) Target\n(‘000s)\nTotal cost of services\n(sourced from Statement of $11,332 $11,544 $11,713 +$169\nComprehensive Income)\nIncome other than income from State\nGovernment\n$2,493 $2,672 $2,498 -$174\n(sourced from Statement of\nComprehensive Income)\nNet cost of services\n(sourced from Statement of $8,840 $8,872 $9,216 +$344\nComprehensive Income)\nTotal eq | `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)` |\n| $11,332 , $11,544 , $11,713 , $169\n, $2,493 , $2,672 | [pages 28,29,30,31,32]\nservices\n(sourced from Statement of $11,332 $11,544 $11,713 +$169\nComprehensive Income)\nIncome other than income from State\nGovernment\n$2,493 $2,672 $2,498 -$174\n(sourced from Statement of\nComprehensive Income)\nNet cost of services\n(sourced from Statement of $8,840 $8,872 $9,216 +$344\nComprehensive Income)\nTotal equity\n(sourced from Statement of Financial $1,226 $867 $570 -$297\nPosition)\nNet increase/decrease in cash held\n( | `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)` |\n| $3 million, 3 million | Total equity\n(sourced from Statement of financial 1,632 4,147 2,515 Cash held at the end of the year was $3 million above the\nposition) agreed working cash limit due to delays in some capital\nAgreed salary expense level 10,449 10,389 (60) projects, some prior year surpluses being carried forward, and\n(a) As specified in the 2024-25 Budget Statements. cash retained to fund the Alternative Electricity Scheme. | `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)` |\n| 1.0 FTE, 1.6 FTE | Cost recovery is based employed by the Ombudsman as at\nOther Financial Disclosures on the average cost per complaint in 30 June in 2023-24 and 2024-25.\nthe last two years, administrative\nEmployee\nPricing policies of services costs and the costs of any travel to 2023-24 2024-25\nCategory\nprovided the Indian Ocean Territories by our\nFull-time\n57 50\nWe currently receive revenue for the staff and any promotional materials. permanent\nFull-time\nfollowin | `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)` |\n| $1,858 , $1,890 , $1,885 , $5\n, $17,926 , $17,500 | Variance\n2019-20 2020-21 2020-21\nKey Efficiency Indicators from\nActual Target Actual\nTarget\nPercentage of allegations finalised\n95% 95% 96% +1%\nwithin three months\nPercentage of allegations finalised\n100% 100% 100% Nil\nwithin 12 months\nPercentage of allegations on hand at 30\n92% 90% 87% -3%\nJune less than three months old\nPercentage of allegations on hand at 30\n99% 100% 100% Nil\nJune less than 12 months old\nAverage cost per finalised allegation $ | `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)` |\n| $1,885 , $1,890 , $1,749 , $141\n, $17,565 , $17,500 | Variance\n2020-21 2021-22 2021-22\nKey Efficiency Indicators from\nActual Target Actual\nTarget\nPercentage of allegations finalised\n96% 95% 97% +2%\nwithin three months\nPercentage of allegations finalised\n100% 100% 100% Nil\nwithin 12 months\nPercentage of allegations on hand at 30\n87% 90% 96% +6%\nJune less than three months old\nPercentage of allegations on hand at 30\n100% 100% 100% Nil\nJune less than 12 months old\nAverage cost per finalised allegation | `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)` |\n| $11,713 , $11,270 , $11,422 , $152\n, $2,498 , $2,696 | Financial Performance 2020-21 2021-22 2021-22 Variance\nActual Target Actual from\n(‘000s) (‘000s) (‘000s) Target\n(‘000s)\nTotal cost of services\n(sourced from Statement of $11,713 $11,270 $11,422 +$152\nComprehensive Income)\nIncome other than income from State\nGovernment\n$2,498 $2,696 $2,582 -$114\n(sourced from Statement of\nComprehensive Income)\nNet cost of services\n(sourced from Statement of $9,216 $8,574 $8,840 +$266\nComprehensive Income)\nTotal eq | `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)` |\n| $11,422 , $13,394 , $12,611 , $783\n, $2,582 , $2,720 | Financial Performance 2021-22 2022-23 2022-23 Variance\nActual Target Actual from\n(‘000s) (‘000s) (‘000s) Target\n(‘000s)\nTotal cost of services\n(sourced from Statement of $11,422 $13,394 $12,611 -$783\nComprehensive Income)\nIncome other than income from State\nGovernment\n$2,582 $2,720 $2,685 -$35\n(sourced from Statement of\nComprehensive Income)\nNet cost of services\n(sourced from Statement of $8,840 $10,674 $9,926 -$748\nComprehensive Income)\nTotal eq | `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)` |\n| $0.134m | Plant and equipment decreased by $0.134m primarily due to\nthe prior year, primarily due to turnover of staff with higher leave\nreduction in ICT capital acquisitions during the period and the\nentitlements as well as revaluation of annual and long service leave\nscheduled disposal of fully depreciated assets no longer delivering\nprovisions.\neconomic value. | `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)` |\n| $5,000 | The section sets out both the key accounting policies and\nfinancial information about the performance of these assets:\n4.1\n4.3\n$ $\n- 496,211\nAccumulated depreciation (345,240) (21,342) -\n122,816\nAdditions - -\n- -\n520,016\n(6,814) (406,432) (30,350) (443,596)\nInitial recognition\nItems of plant and equipment, costing $5,000 or more are measured initially at cost. | `annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf)` |\n| $8,415, $17,500, $17,097 | The 2022-23 actual average cost per 31ublic31ed notification of death ($8,415) is\nlower than the 2022-23 target ($17,500) and the 2021-22 actual ($17,097) as a result\nof the Ombudsman commencing a new jurisdiction to review all child deaths that occur\nin Western Australia. | `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)` |\n| $3,226, $4,000, $3,687 | [Page 100]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nAnalysis\nThe 2024-25 actual results for timeliness Key Efficiency The 2024-25 actual cost per notification of reportable conduct\nIndicators met or were close to the 2024-25 target. ($3,226) is less than the 2024-25 target ($4,000) and the 2023-\n24 actual ($3,687) as a result of higher numb | `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)` |\n| $1,375, $1,890, $1,314, $14,429, $11,571, $14,655 | The 2024-25 actual average cost per finalised allegation\n($1,375) is lower than the 2024-25 target ($1,890) and higher\nthan the 2023-24 actual ($1,314) as a result of improvement in\nthe efficiency of complaint resolution along with the increase in\nthe number of complaints\nThe 2024-25 actual average cost per finalised notification of\ndeath ($14,429) is higher than the 2023-24 actual ($11,571) and\nclose to the 2024-25 target ($14,655) as a result o | `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)` |\n| $11,571, $14,655 | [pages 100,101,102]\n) is higher than the 2023-24 actual ($11,571) and\nclose to the 2024-25 target ($14,655) as a result of the\nOmbudsman concluding a program to finalise a number of\nnotifications received since the commencement of a new\njurisdiction to review all child deaths that occur in Western\nAustralia. | `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)` |\n| $1,858 , $1,890 , $1,885 , $5\n, $17,926 , $17,500 | Variance\n2019-20 2020-21 2020-21\nKey Efficiency Indicators from\nActual Target Actual\nTarget\nPercentage of allegations finalised\n95% 95% 96% +1%\nwithin three months\nPercentage of allegations finalised\n100% 100% 100% Nil\nwithin 12 months\nPercentage of allegations on hand at 30\n92% 90% 87% -3%\nJune less than three months old\nPercentage of allegations on hand at 30\n99% 100% 100% Nil\nJune less than 12 months old\nAverage cost per finalised allegation $ | `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)` |\n| $1,885, $1,890, $1,858 | The average cost per finalised allegation in 2020-21 ($1,885) is comparable with the\n2020-21 target ($1,890) and the 2019-20 actual ($1,858). | `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)` |\n| $17,565, $17,500, $17,926 | The average cost per finalised notification of death ($17,565) is comparable with the\n2020-21 target ($17,500) and the 2019-20 actual ($17,926). | `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)` |\n\n## Key Achievements\n\n- Steps taken to give effect to the recommendation\nCommunities provided this Office with a letter dated 7 July 2020, in which Communities\nrelevantly informed this Office that:\nWhile Communities’ response to COVID-19 has contributed to the delay in\ncommencing the evaluation, there is a clear plan moving forward to ensure that this\nimportant work is undertaken…\nSince the findings and recommendations have been delivered, Communities has\nmade progress in the development of the final draft, Best Beginning Plus Evaluation\nApproach, which is pending approval through the Community Service Leadership\nTeam (CSLT)…\nRegarding Recommendations 10 and 11, Communities’ focus over the next 12\nmonths will include supporting and consolidating practice improvements, particularly\nin the areas of IFS, high-risk infants and building the cultural competence of the\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- More information and register here\nOmbudsman releases Annual Report 2024-25, 3 October 2025\nWe released our\nAnnual Report for 2024-25.\n\"The role of the Ombudsman concerns the protection of people’s rights, prevention of harm, improving public services and ensuring good government,\" said the Ombudsman, Bevan Warner.\n\"We work with some of the most vulnerable members of the Western Australian community, offering practical insights to decision-makers, to improve the way government services are experienced and delivered.\"\nHere are some of the highlights for the year:\nProtecting People's Rights\n16,244 contacts\nfrom people with complaints and enquiries\n775 investigations\nfinalised\n24% increase\nin complaints about public authorities\n24% increase\nin energy and water investigations\n352 remedies\nachieved for complainants\n93%\nof allegations finalised within 3 months\nImproving Services\n Source: `pages/news-latest.html (https://www.ombudsman.wa.gov.au/News.htm)`\n- Implementation of these systems is • administered and analysed a survey\nfundamental to the protection of children and compliance with completed by 1,191 organisations on the\nthe Scheme’s requirements. systems they had implemented under the\nScheme; and\nTo build the capacity of organisations and to inform Parliament\nof the Scheme’s operation, we examined allegations notified to • reviewed over 6,000 pages of documents\nus over an 18-month period and asked organisations about their provided by 39 organisations to identify, in\ncompliance with requirements to have systems in place under further detail, areas of good practice and\nthe Scheme. where improvement is required.\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- It has been replaced by the Region ‘Children and Young\nPeople at Risk Meetings’ tailored to respond to two cohorts:\n• Children at Risk (CAR) meetings (0-10 years)\n• Young People at Risk (YPAR) meetings (10-17 years)\nThe DOE letter received 30 July 2020 included a Report outlining the rationale for\nchange: Establishment of the Region Children and Young people at Risk Meetings,\nwhich states that:\nIt is too early to make judgements as to the effectiveness of CAR and YPAR as the\nforums are in the process of being implemented across a number of different and\ndistinct places.\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [pages 123,124,125]\nrvice delivery and the rate at which operational policy is implemented\ninto practice within the Department of Health, the (then) Department for Child\nProtection and Family Support and the Department of Education\n(Recommendations 4 - 21); and\n• promoting inter-agency collaboration between the Mental Health Commission,\nDepartment of Health, the (then) Department for Child Protection and Family\nSupport and the Department of Education, through consideration of a joint case\nmanagement approach and shared tools for use with young people experiencing\nmultiple risk factors associated with suicide (Recommendation 22).\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [Page 9]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nPerformance highlights\nProtecting people’s Improving services Preventing harm Supporting\nrights vulnerable\ncommunities\n16,244 contacts from 6 recommendations to 877 notifications of child\npeople with complaints and improve public related harm in 10 community events and\nenquiries administration through child organisations (reportable\npresentations across the\ndeath and FDV fatality conduct) and responded to\nmetropolitan area\n775 investigations reviews 497 enquiries from\nfinalised 51 improvements to organisations 9 regional towns visited\n 24% increase in public administration 53 events to educate o Kalgoorlie and\nthrough complaint resolution Kambalda in the\ncomplaints about public organisations covered by\nGoldfields\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- As a result, in 2024-25,\nStrengthening our capability improving our communication with\nAOOJ complaints only increased 5% in\ncomplainants, including automatic\nIn 2024-25, four of our senior staff 2024-25, compared to the increase of\nreplies and regular acknowledgments\ncommenced a two-year Management complaints within our jurisdiction of\nand progress updates through the\nDevelopment Program to improve our 24%.\ncomplaint process.\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- The consultation is expected to take place in\norganisation’s strategic leadership, policy, training for staff, July 2025.\nand evaluation); Once the findings from the consultation have been incorporated into\n• Consideration of vicarious trauma in the service delivery the draft guide, the Working Group will have an additional\ncontext; opportunity for final feedback in October 2025.\n• This approach being intersectional, and elevates the voices\n… the final version of the Guide is now anticipated to be completed\nand experiences of Aboriginal and/or Torres Strait Islander and disseminated by December 2025.\npeople; and\nWe are pleased that there is continued progress on this important\n• A timeline for undertaking this work.\nbody of work.\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- [Page 58]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nOur achievements Most recently, we provided WA data and\ncollaborated on the joint publication\nIn 2024-25 we made six\n‘Australian Domestic and Family\nrecommendations to agencies to\nViolence Death Review Network data\nimprove how they support vulnerable\nreport: Filicides in a domestic and family\nchildren and family and domestic\nviolence context 2010-2018’ which was\nviolence victims, and to prevent or\nreleased in July 2024.\nreduce the risk of future deaths in\nWe commenced an investigation into\nsimilar circumstances.\nthe operation and function of the\nThe following two case studies provide\nDSVFR programme.\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- [Page 97]\nOmbudsman Western Australia Annual Report 2020-21 97\nweiveR\nhtaeD\ndlihC\nSince the beginning of 2020, the Regional District has internally delivered monthly\nCultural Awareness Workshops to staff.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 109]\nOmbudsman Western Australia Annual Report 2021-22 109\nweiveR\nhtaeD\ndlihC\nRecommendation 8: DOE considers where, following the suicide of a student or\ncommunity member postvention support follow-up is being implemented,\nactions to ensure students at ‘attendance risk’, are being afforded this support.\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- In brief, the Framework\nestablishes the ongoing collection (2) undertaking culturally Monitoring\nand analysis of data to determine appropriate internal Framework\nwhether expected results are and external completed by\nbeing achieved. stakeholder December 2020.\nconsultation;\nThe Evaluations are systemic and Impact Evaluation\nobjective processes to make (3) identifying any gaps in report completed\njudgements about the merit and data, sourcing December 2021.\nworth of an initiative at a specific reporting and\npoint in time during delivery. analysis;\nThey aim to use the evidence-\n(4) provision of contextual\nbase built through the application\nanalysis of findings;\nof the Framework.\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- Recommendation 5: Communities provides the Ombudsman with a report by\n31 July 2020 evaluating the effectiveness of the new Regional ‘Children and\nYoung People At Risk Meetings’ framework, including commentary relating to\neach of the six points detailed in the ‘Purpose’ section of the Terms of Reference\n– Regional District Children and Young People At Risk Meetings (September\n2019)\nSteps taken to give effect to the recommendation\nCommunities provided this Office with a letter dated 31 July 2020, which relevantly\ninformed this Office that:\nCommunities’ response to COVID-19, including the disruption to the schedule of the\nChildren and Young People at Risk Meetings (the Meetings), has contributed to the\ndelay in commencing the evaluation.\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- Steps taken to give effect to the recommendation\nCommunities provided this Office with a letter dated 7 July 2020, in which Communities\nrelevantly informed this Office that:\nWhile Communities’ response to COVID-19 has contributed to the delay in\ncommencing the evaluation, there is a clear plan moving forward to ensure that this\nimportant work is undertaken…\nSince the findings and recommendations have been delivered, Communities has\nmade progress in the development of the final draft, Best Beginning Plus Evaluation\nApproach, which is pending approval through the Community Service Leadership\nTeam (CSLT)…\nRegarding Recommendations 10 and 11, Communities’ focus over the next 12\nmonths will include supporting and consolidating practice improvements, particularly\nin the areas of IFS, high-risk infants and building the cultural competence of the\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [Page 46]\n46 Ombudsman Western Australia Annual Report 2020-21\nComplaint\nResolution\nOther Public Sector Services\nComplaints 358\nreceived\n273\n238 248\n198\n2016-17 2017-18 2018-19 2019-20 2020-21\nMost\nComplaints management 59\ncommon\nallegations\nService quality 47\nGeneral communication and\n37\nprovision of information\nPolicies/procedures of agency 28\nMedical/allied health treatment 21\nConduct of officer or agency 19\nHuman resource\n15\nmanagement issues\nFines and infringements 13\nPersonal information\n11\nand privacy issues\n• Financial payment or monetary charge reduced or refunded;\nOutcomes\nachieved • Action to replace, repair or rectify a matter;\n• Consider or reconsider a matter and make a decision;\n• Apology given;\n• Acknowledgment of error;\n• Action expedited;\n• Explanation given or reasons provided;\n• Senior officer nominated to handle the matter;\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- WA Country Health Service (WACHS) considers the findings of this child death\nreview of Infant A, along with the findings of the child death reviews of Infant B\nand Infant C and actions taken by WACHS to implement the Ombudsman’s\nassociated June 2018 recommendations, to determine whether further action is\nrequired to:\n• Ensure that where risk indicators for an unborn child/infant are identified,\nappropriate assessments are undertaken and documented in accordance\nwith the Department of Health Guidelines for Protecting Children 2015\n(revised May 2017, or any subsequent revisions);\n• Ensure that where inquiries or referrals are made with Communities, all\nrelevant risk information is shared;\n• Improve understanding of the provisions under the Child and Community\nServices Act 2004 (CCS Act) to protect health service providers from liability\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- In the report, the\nOmbudsman made three recommendations relating to DCPFS’s improved compliance\nwith the provisions of its Family and Domestic Violence Practice Guidance in seeking\nviolence restraining orders on behalf of children (Recommendations 45, 46 and 47),\nincluding:\nRecommendation 45: In its implementation of section 18(2) of the Restraining Orders\nAct 1997, DCPFS complies with its Family and Domestic Violence Practice Guidance\nwhich identifies that DCPFS officers should consider seeking a violence restraining order\non behalf of a child if the violence is likely to escalate and the children are at risk of further\nabuse, and/or it would decrease risk to the adult victim if the Department was the\napplicant for the violence restraining order.\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 138]\n138 Ombudsman Western Australia Annual Report 2020-21\nFamily\nand\nDomestic\nViolence\nFatality\nReview\nRisk assessment must be undertaken when family and domestic violence has been\nidentified…\nRisk assessment is conducted for a number of reasons including:\n• evaluating the risk of re-assault for a victim;\n• evaluating the risk of homicide;\n• informing service system and justice responses;\n• supporting women to understand their own level of risk and the risk to children and/or\nto validate a woman’s own assessment of her level of safety; and\n• establishing a basis from which a case can be monitored.\n(pages 36-37)\nThe Ombudsman’s family and domestic violence fatality reviews and the Investigation\ninto issues associated with violence restraining orders and their relationship with family\nand domestic violence fatalities, November 2015, have noted that, where agencies\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 46]\n46 Ombudsman Western Australia Annual Report 2021-22\nComplaint\nResolution\nOther Public Sector Services\nComplaints 429\nreceived 359\n273\n238 248\n2017-18 2018-19 2019-20 2020-21 2021-22\nMost\nComplaints management 95\ncommon\nallegations\nService quality 48\nGeneral communication and\n35\nprovision of information\nPolicies or procedures\n27\nof agency\nMedical and allied\n22\nhealth treatment\nConduct of officer\n19\nor agency\nHuman resource\n13\nmanagement issues\nFines and infringements 10\nFees and charges 9\nPermits and licences 7\nCourts or tribunal\n7\nproceedings\n• Financial payment or ‘act of grace’ payment;\nOutcomes\nachieved • Monetary charge reduced, refunded or rebate given;\n• Reversal or significant variation of original decision;\n• Consider or reconsider a matter and make a decision;\n• Apology given;\n• Action expedited;\n• Explanation given or reasons provided;\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- Recommendation 3: DOE confirms to the Ombudsman at the completion of\nSemester 1, 2020 that, for all students identified as at ‘severe attendance risk’ at\nthe completion of the 2019 school year who are enrolled at Regional District High\nSchool for the 2020 school year, they have either:\n• A ‘documented plan’ in accordance with DOE’s Student Attendance in Public\nSchools Policy and Procedures (2015) and aligned with Recommendations 15\nand 16 of the Ombudsman’s major own motion investigation report\nInvestigation into ways that State government departments and authorities\ncan prevent or reduce suicide by young people (2014); or\n• An interagency plan developed through, and case managed by, the Regional\nDistrict Youth at Risk Network; or\n• Have an improved school attendance rate and no longer meet the criteria for\nrequiring a ‘documented plan’ as outlined in DOE’s Student Attendance in\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [Page 110]\n110 Ombudsman Western Australia Annual Report 2021-22\nChild\nDeath\nReview\nRecommendation 9: DOE, as a Service Delivery Partner to the Regional District\nYARN meetings, provides the Ombudsman with a report by 31 July 2020,\nsummarising, from DOE’s perspective, whether the Regional District ‘Children\nand Young People At Risk, Meetings’ model assists Regional District High\nSchool to support and engage with students at ‘attendance risk’.\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [Page 117]\nOmbudsman Western Australia Annual Report 2021-22 117\nweiveR\nhtaeD\ndlihC\n• Strengthened information sharing provisions in the Act.\n• The establishment of the co-located Senior Child Protection Worker at Banksia Hill\nDetention Centre.\n• Communities’ Regional Executive Director and Director Professional Practice\nattendance at regular risk review meetings with Banksia Hill Detention Centre\nSuperintendent.\n• Communities review of the Region Children and Young People At Risk meetings\n(see Recommendation 5 above).\n• The Amendment Act will strengthen requirements for across agency work through\na legislated rapid response (see Recommendation 1) and leaving care planning.\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [pages 123,124,125]\nrvice delivery and the rate at which operational policy is implemented\ninto practice within the Department of Health, the (then) Department for Child\nProtection and Family Support and the Department of Education\n(Recommendations 4 - 21); and\n• promoting inter-agency collaboration between the Mental Health Commission,\nDepartment of Health, the (then) Department for Child Protection and Family\nSupport and the Department of Education, through consideration of a joint case\nmanagement approach and shared tools for use with young people experiencing\nmultiple risk factors associated with suicide (Recommendation 22).\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [Page 50]\n50 Ombudsman Western Australia Annual Report 2022-23\nComplaint\nResolution\nOther Public Sector Services\nComplaints\nreceived\n427\n389\n359\n238 248\n2018-19 2019-20 2020-21 2021-22 2022-23\nMost\nComplaints management 62\ncommon\nallegations\nService quality 56\nConduct of officer\n28\nor agency\nHuman resource\n22\nmanagement issues\nPolicies and procedures\n20\nof the agency\nMedical and allied\n19\nhealth treatment\nGeneral communication and\n19\nprovision of information\nCourts or tribunal\n9\nproceedings\nFees and charges 8\nEnforcement 7\nPermits and licences 5\n• Financial payment or monetary charge reduced or withdrawn;\nOutcomes\nachieved • Action to replace, repair or rectify a matter:\n• Consider or reconsider a matter and make a decision;\n• Apology given;\n• Acknowledgment of error;\n• Action expedited;\n• Explanation given or reasons provided;\n• Senior officer nominated to handle the matter;\n Source: `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)`\n- [Page 43]\nOmbudsman Western Australia Annual Report 2023-24 43\nnoituloseR\ntnialpmoC\nOther Public Sector Services\nComplaints\nreceived\n427\n387\n359 367\n248\n2019-20 2020-21 2021-22 2022-23 2023-24\nMost\nService quality 76\ncommon\nallegations\nComplaints management 53\nMedical/allied\n40\nhealth treatment\nConduct of officer\n39\nor agency\nPolicies/procedures\n29\nof agency\nHuman resource\n17\nmanagement issues\nEnforcement 13\nFees and Charges 12\nPersonal information\n12\nand privacy issues\nFines and infringements 11\n• Monetary charge reduced, withdrawn or refunded\nOutcomes\nachieved • Action to replace, repair or rectify a matter\n• Consider or reconsider a matter and make a decision\n• Apology given\n• Action expedited\n• Explanation given or reasons provided\n• Senior officer nominated to handle the matter\n• Change to policy, procedure, business systems or practices\n• Conduct audit or review\n• Staff training.\n Source: `annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf)`\n- [Page 58]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nOur achievements Most recently, we provided WA data and\ncollaborated on the joint publication\nIn 2024-25 we made six\n‘Australian Domestic and Family\nrecommendations to agencies to\nViolence Death Review Network data\nimprove how they support vulnerable\nreport: Filicides in a domestic and family\nchildren and family and domestic\nviolence context 2010-2018’ which was\nviolence victims, and to prevent or\nreleased in July 2024.\nreduce the risk of future deaths in\nWe commenced an investigation into\nsimilar circumstances.\nthe operation and function of the\nThe following two case studies provide\nDSVFR programme.\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n\n## Corporate Values and Operating Culture\n\n- [pages 29,30,31]\nconsistency across the organisation.\nfocus includes expanding our\n• Driving continuous improvement:\naccessibility initiatives, strengthening\nWe will actively identify and\ndata analytics, and deepening our\nimplement efficiencies and\npartnerships across sectors.\ninnovations that enhance our\ninternal controls and improve the\nspeed and quality of complaint\nresolution.\n• Collaborative learning: Our teams\nwill participate in cross-jurisdictional\nand professional forums to share\ninsights, benchmark performance,\nand adopt best practices in\ncomplaint management.\n• Governance in action: We remain\ncommitted to strong governance,\napplying the same principles we\nadvocate – transparency,\naccountability, and value for money\nOmbudsman Western Australia | Annual Report 2024-25\n29\notohpkcotsuA\n:tiderc\negamI\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- WA Country Health Service (WACHS) considers the findings of this child death\nreview of Infant A, along with the findings of the child death reviews of Infant B\nand Infant C and actions taken by WACHS to implement the Ombudsman’s\nassociated June 2018 recommendations, to determine whether further action is\nrequired to:\n• Ensure that where risk indicators for an unborn child/infant are identified,\nappropriate assessments are undertaken and documented in accordance\nwith the Department of Health Guidelines for Protecting Children 2015\n(revised May 2017, or any subsequent revisions);\n• Ensure that where inquiries or referrals are made with Communities, all\nrelevant risk information is shared;\n• Improve understanding of the provisions under the Child and Community\nServices Act 2004 (CCS Act) to protect health service providers from liability\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 111]\nOmbudsman Western Australia Annual Report 2022-23 111\nweiveR\nhtaeD\ndlihC\nwith the Department of Health Guidelines for Protecting Children 2015\n(revised May 2017, or any subsequent revisions);\n• Ensure that where inquiries or referrals are made with Communities, all\nrelevant risk information is shared;\n• Improve understanding of the provisions under the Child and Community\nServices Act 2004 (CCS Act) to protect health service providers from\nliability when they disclose confidential information related to the\nwellbeing of an unborn child/infant; and\n• Improve knowledge of Communities’ referral assessment processes\n(including what information is considered under the 22 prompts of the\nInteraction tool and the Casework Practice Manual section 2.2.18 High-risk\ninfants) and the threshold for Communities in determining that action is\n Source: `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)`\n- Cost recovery is based employed by the Ombudsman as at\nOther Financial Disclosures on the average cost per complaint in 30 June in 2023-24 and 2024-25.\nthe last two years, administrative\nEmployee\nPricing policies of services costs and the costs of any travel to 2023-24 2024-25\nCategory\nprovided the Indian Ocean Territories by our\nFull-time\n57 50\nWe currently receive revenue for the staff and any promotional materials. permanent\nFull-time\nfollowing functions: Capital works 7 11\ncontract\n• Costs for the Energy and Water There were no major capital projects Part-time 26 30\nOmbudsman functions are recouped undertaken during 2024-25. permanent (16.9 FTEs) (22.5 FTEs)\nPart-time 2 2\nfrom the Energy and Water\nEmployment and industrial contract (1.0 FTE) (1.6 FTE)\nOmbudsman (Western Australia)\n92 93\nLimited on a full cost recovery basis. relations TOTAL\n(81.9 FTEs) (85.1 FTEs)\n Source: `annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf)`\n- [Page 17]\nOmbudsman Western Australia Annual Report 2020-21 17\nerutcurtS\nlanoitarepO\nOur Strategic Focus\n• Complaint resolution that is high quality, independent, fair and timely, with\nan emphasis on early resolution, practical remedies for members of the\npublic and improvements to public administration.\n• Improved public administration through own motion investigations, making\npractical recommendations for improvement and monitoring their\nimplementation.\n• Review of certain child deaths and family and domestic violence fatalities,\nidentifying patterns and trends and making recommendations to public\nauthorities about ways to prevent or reduce these deaths.\n• Inspection of certain records and reports to ensure statutory compliance by\nthe Western Australia Police Force and the Corruption and Crime\nCommission.\n• Collaboration with other Ombudsman and accountability agencies, raising\n Source: `annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf)`\n- [Page 17]\nOmbudsman Western Australia Annual Report 2021-22 17\nerutcurtS\nlanoitarepO\nOur Strategic Focus\n• Complaint resolution that is high quality, independent, fair and timely, with\nan emphasis on early resolution, practical remedies for members of the\npublic and improvements to public administration.\n• Improved public administration through own motion investigations, making\npractical recommendations for improvement and monitoring their\nimplementation.\n• Review of certain child deaths and family and domestic violence fatalities,\nidentifying patterns and trends and making recommendations to public\nauthorities about ways to prevent or reduce these deaths.\n• Inspection of certain records and reports to ensure statutory compliance by\nWA Police Force and the Corruption and Crime Commission.\n• Collaboration with other Ombudsman and accountability agencies, raising\n Source: `annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf)`\n- [Page 17]\nOmbudsman Western Australia Annual Report 2022-23 17\nerutcurtS\nlanoitarepO\nOur Strategic Focus\n• Complaint resolution that is high quality, independent, fair and timely, with\nan emphasis on early resolution, practical remedies for members of the\npublic and improvements to public administration.\n• Improved public administration through own motion investigations, making\npractical recommendations for improvement and monitoring their\nimplementation.\n• Review of child deaths and family and domestic violence fatalities,\nidentifying patterns and trends and making recommendations to public\nauthorities about ways to prevent or reduce these deaths.\n• Protect children from harm by ensuring that organisations are preventing\nabuse of children involving any of the organisation’s employees, and\nnotifying the Ombudsman and taking appropriate action in response to\nallegations.\n Source: `annual-reports/2022-23.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf)`\n- [Page 13]\nOmbudsman Western Australia Annual Report 2023-24 13\nerutcurtS\nlanoitarepO\nOur Strategic Focus\n• Complaint resolution that is high quality, independent, fair and timely, with\nan emphasis on early resolution, practical remedies for members of the\npublic and improvements to public administration.\n• Improved public administration through own motion investigations, making\npractical recommendations for improvement and monitoring their\nimplementation.\n• Review of child deaths and family and domestic violence fatalities,\nidentifying patterns and trends and making recommendations to public\nauthorities about ways to prevent or reduce these deaths.\n• Protect children from harm by ensuring that organisations are preventing\nabuse of children involving any of the organisation’s employees, and\nnotifying the Ombudsman and taking appropriate action in response to\nallegations.\n Source: `annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py ` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `annual-reports/2020-21.pdf` - annual-reports - https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf\n- `annual-reports/2021-22.pdf` - annual-reports - https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf\n- `annual-reports/2022-23.pdf` - annual-reports - https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf\n- `annual-reports/2023-24.pdf` - annual-reports - https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf\n- `annual-reports/2024-25.pdf` - annual-reports - https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf\n- `strategies/190310-APOR-Conference-Canberra.pdf` - strategies - https://www.ombudsman.wa.gov.au/Publications/Documents/speeches/190310-APOR-Conference-Canberra.pdf\n- `pages/about.html` - pages - https://www.ombudsman.wa.gov.au/About_Us/Aboutus.htm\n- `pages/announcements-index.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Speeches.htm\n- `pages/annual-reports-index.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Annual_Reports.htm\n- `pages/annual-reports-index__00.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf\n- `pages/annual-reports-index__01.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2425/Overview-OWA-annual-report-2024-25.pdf\n- `pages/annual-reports-index__02.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2425/Protecting-Peoples-Rights-OWA-annual-report-2024-25.pdf\n- `pages/annual-reports-index__03.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2425/Improving-Services-OWA-annual-report-2024-25.pdf\n- `pages/annual-reports-index__04.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2425/Preventing-Harm-OWA-annual-report-2024-25.pdf\n- `pages/annual-reports-index__05.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2425/Supporting-Communities-OWA-annual-report-2024-25.pdf\n- `pages/annual-reports-index__06.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2425/Disclosures-Legal-Compliance-OWA-annual-report-2024-25.pdf\n- `pages/annual-reports-index__07.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2425/Appendices-OWA-annual-report-2024-25.pdf\n- `pages/annual-reports-index__08.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf\n- `pages/annual-reports-index__09.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf\n- `pages/annual-reports-index__10.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf\n- `pages/annual-reports-index__11.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf\n- `pages/annual-reports-index__12.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR1920/Ombudsman-WA-Annual-Report-201920.pdf\n- `pages/annual-reports-index__13.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR1819/Ombudsman-WA-Annual-Report-2018-19.pdf\n- `pages/annual-reports-index__14.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR1718/Ombudsman-WA-Annual-Report-201718.pdf\n- `pages/annual-reports-index__15.html` - pages - https://www.ombudsman.wa.gov.au/Publications/AR1617/Ombudsman-WA-Annual-Report-2016-17.pdf\n- `pages/annual-reports-index__16.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA-Annual-Report-2015-16.pdf\n- `pages/annual-reports-index__17.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA-Annual-Report-2014-15.pdf\n- `pages/annual-reports-index__18.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA-Annual-Report-2013-14.pdf\n- `pages/annual-reports-index__19.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA-Annual-Report-2012-13.pdf\n- `pages/annual-reports-index__20.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA_Annual_Report_2011-12.pdf\n- `pages/annual-reports-index__21.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA_Annual_Report_2010-11.pdf\n- `pages/annual-reports-index__22.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA-Annual-Report-2009-10.pdf\n- `pages/annual-reports-index__23.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA-Annual-Report-2008-09.pdf\n- `pages/annual-reports-index__24.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/Ombudsman-WA-Annual-Report-2007-08.pdf\n- `pages/annual-reports-index__25.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/200607.pdf\n- `pages/annual-reports-index__26.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/2006.pdf\n- `pages/annual-reports-index__27.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/2005.pdf\n- `pages/annual-reports-index__28.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/2004.pdf\n- `pages/annual-reports-index__29.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Documents/annualreports/2003.pdf\n- `pages/contact.html` - pages - https://www.ombudsman.wa.gov.au/Contact_Us/Contact.htm\n- `pages/homepage.html` - pages - https://www.ombudsman.wa.gov.au/\n- `pages/media-releases-index.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Media.htm\n- `pages/news-latest.html` - pages - https://www.ombudsman.wa.gov.au/News.htm\n- `pages/priorities-index.html` - pages - https://www.ombudsman.wa.gov.au/Aboriginal/aboriginal-our-work.html\n- `pages/publications-index.html` - pages - https://www.ombudsman.wa.gov.au/Publications/Publications.htm\n- `pages/structure.html` - pages - https://www.ombudsman.wa.gov.au/Reportable_Conduct/RCS-Training.htm\n- `other-pdfs/Arabic-Making-a-complaint-to-the-Ombudsman.pdf` - other-pdfs - https://www.ombudsman.wa.gov.au/Languages/Documents/Arabic-Making-a-complaint-to-the-Ombudsman.pdf\n- `other-pdfs/Burmese-Making-a-complaint-to-the-Ombudsman.pdf` - other-pdfs - https://www.ombudsman.wa.gov.au/Languages/Documents/Burmese-Making-a-complaint-to-the-Ombudsman.pdf\n- `other-pdfs/Chinese-Simplified_Making-a-complaint_to_the_Ombudsman.pdf` - other-pdfs - https://www.ombudsman.wa.gov.au/Languages/Documents/Chinese-Simplified_Making-a-complaint_to_the_Ombudsman.pdf\n- `other-pdfs/Chinese-Traditional-Making-a-complaint-to-the-Ombudsman.pdf` - other-pdfs - https://www.ombudsman.wa.gov.au/Languages/Documents/Chinese-Traditional-Making-a-complaint-to-the-Ombudsman.pdf\n- `other-pdfs/Cocos-Malay-Making-a-complaint-to-the-Ombudsman.pdf` - other-pdfs - https://www.ombudsman.wa.gov.au/Languages/Documents/IOT/Cocos-Malay-Making-a-complaint-to-the-Ombudsman.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No global comparison/case-study sources found.", "legislation_md": "# Ombudsman Western Australia - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:39:51.066196+00:00\n**Entity ID**: WA-Ombudsman-Western-Australia\n**Jurisdiction**: Western Australia\n**Portfolio**: \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: 51\n- Unique legislation references found: 69\n\n| Type | Count |\n|---|---:|\n| Act | 67 |\n| Regulation | 2 |\n\n## Legislation References\n\n### Parliamentary Commissioner Act 1971\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 58\n**Register search**: https://www.legislation.wa.gov.au/search?query=Parliamentary+Commissioner+Act+1971\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- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- to Parliament the Annual Report of the Parliamentary\nCommissioner for Administrative Investigations (Ombudsman) for the\nfinancial year ended 30 June 2021.\nThe report has been prepared in accordance with the Financial Management\nAct 2006 and section 27 of the Parliamentary Commissioner Act 1971.\nChris Field\nOmbudsman\n28 September 2021\n2 Ombudsman Western Australia Annual Report 2019-20\n\n[page 3]\nContents\nIntroduction ............................................................................................ 5\nOverview ..............................\n Source: `annual-reports/2020-21.pages.jsonl`\n- the government of the day or a particular Minister. This allows the Ombudsman to\nbe completely independent in undertaking the Ombudsman’s functions.\nFunctions of the Ombudsman\nThe Office has four principal functions derived from its governing legislation, the\nParliamentary Commissioner Act 1971, and other legislation, codes or service delivery\narrangements.\nPrincipal Functions\nInvestigating and Receiving, investigating and resolving complaints\nresolving complaints about State Government agencies, local governments\nand universities.\nReviewing certain\n Source: `annual-reports/2020-21.pages.jsonl`\n- e been authorised to deal with disclosures made to the\nOmbudsman and have received appropriate training. They assess the information\nprovided to determine whether the matter requires investigation, having regard to the\nPublic Interest Disclosure Act 2003, the Parliamentary Commissioner Act 1971 and\nrelevant guidelines. If a decision is made to investigate, subject to certain additional\nrequirements regarding confidentiality, the process for investigation of a disclosure is\nthe same as that applied to the investigation of complaints received under th\n Source: `annual-reports/2020-21.pages.jsonl`\n- nd\nrelevant guidelines. If a decision is made to investigate, subject to certain additional\nrequirements regarding confidentiality, the process for investigation of a disclosure is\nthe same as that applied to the investigation of complaints received under the\nParliamentary Commissioner Act 1971.\nDuring the year, five disclosures were received.\nIndian Ocean Territories\nUnder a service delivery arrangement between the Ombudsman and the Australian\nGovernment, the Ombudsman handles complaints about State Government\ndepartments and authorities delivering\n Source: `annual-reports/2020-21.pages.jsonl`\n- w function in the Office commenced operation.\nThe Role of the Ombudsman in relation to Child Death Reviews\nThe child death review function enables the Ombudsman to review investigable\ndeaths. Investigable deaths are defined in the Ombudsman’s legislation, the\nParliamentary Commissioner Act 1971 (see Section 19A(3)), and occur when a child\ndies in any of the following circumstances:\n• In the two years before the date of the child’s death:\nThe Chief Executive Officer (CEO) of the Department of Communities\no\n(Communities) had received information that\n Source: `annual-reports/2020-21.pages.jsonl`\n\n### Children and Community Services Act 2004\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 43\n**Register search**: https://www.legislation.wa.gov.au/search?query=Children+and+Community+Services+Act+2004\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\n**Evidence contexts**:\n- efore the date of the child’s death:\nThe Chief Executive Officer (CEO) of the Department of Communities\no\n(Communities) had received information that raised concerns about the\nwellbeing of the child or a child relative of the child;\nUnder section 32(1) of the Children and Community Services Act 2004, the\no\nCEO had determined that action should be taken to safeguard or promote the\nwellbeing of the child or a child relative of the child; and\nAny of the actions listed in section 32(1) of the Children and Community\no\nServices Act 2004 was done in respect of\n Source: `annual-reports/2020-21.pages.jsonl`\n- hen)\nDepartment for Child Protection – a particularly vulnerable group of children in our\ncommunity.\nThis investigation involved the (then) Department for Child Protection, the DOH and\nthe DOE and considered, among other things, the relevant provisions of the Children\nand Community Services Act 2004, the internal policies of each of these departments\nalong with the recommendations arising from the Ford Report.\nThe investigation found that in the five years since the introduction of the Children and\nCommunity Services Act 2004, these three departments had\n Source: `annual-reports/2020-21.pages.jsonl`\n- e relevant provisions of the Children\nand Community Services Act 2004, the internal policies of each of these departments\nalong with the recommendations arising from the Ford Report.\nThe investigation found that in the five years since the introduction of the Children and\nCommunity Services Act 2004, these three departments had worked cooperatively to\noperationalise the requirements of the Act. In short, significant and pleasing progress\non improved planning for children in care had been achieved, however, there was still\nwork to be done, particularly in\n Source: `annual-reports/2020-21.pages.jsonl`\n- ssues, the wishes and views of children in care and that they are regularly reviewed.\nThe report of the investigation, titled Planning for children in care: An Ombudsman’s\nown motion investigation into the administration of the care planning provisions of the\nChildren and Community Services Act 2004, was tabled in Parliament in November\n2011.\nThe report made 23 recommendations that were designed to assist with the work to\nbe done, all of which were agreed by the relevant departments.\nThe implementation of the recommendations is actively monitored by the\n Source: `annual-reports/2020-21.pages.jsonl`\n- management and collaborative responses to promote child safety and wellbeing.\n• Not including sufficient cultural consideration in child protection assessment,\nplanning and intervention.\n• Not taking action consistent with legislative responsibilities of the Children and\nCommunity Services Act 2004, and associated policy, to determine whether\nchildren were in need of protection or whether action was required to safeguard\nchild wellbeing.\n• Not assessing whether a family care arrangement is appropriate for the safety\nand wellbeing of an infant subject to\n Source: `annual-reports/2020-21.pages.jsonl`\n\n### Financial Management Act 2006\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 23\n**Register search**: https://www.legislation.wa.gov.au/search?query=Financial+Management+Act+2006\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- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- -20 1\n\n[page 2]\nThe President of The Speaker of the\nthe Legislative Council Legislative Assembly\nAnnual Report of the Parliamentary Commissioner for Administrative\nInvestigations (Ombudsman) for the year ended 30 June 2021\nIn accordance with section 63 of the Financial Management Act 2006, I am\npleased to submit to Parliament the Annual Report of the Parliamentary\nCommissioner for Administrative Investigations (Ombudsman) for the\nfinancial year ended 30 June 2021.\nThe report has been prepared in accordance with the Financial Management\nAct 200\n Source: `annual-reports/2020-21.pages.jsonl`\n- inancial Management Act 2006, I am\npleased to submit to Parliament the Annual Report of the Parliamentary\nCommissioner for Administrative Investigations (Ombudsman) for the\nfinancial year ended 30 June 2021.\nThe report has been prepared in accordance with the Financial Management\nAct 2006 and section 27 of the Parliamentary Commissioner Act 1971.\nChris Field\nOmbudsman\n28 September 2021\n2 Ombudsman Western Australia Annual Report 2019-20\n\n[page 3]\nContents\nIntroduction ............................................................................\n Source: `annual-reports/2020-21.pages.jsonl`\n- Statements\nCertification of Financial Statements\nFor the reporting period ended 30 June 2021\nThe accompanying financial statements of the Parliamentary Commissioner for\nAdministrative Investigations have been prepared in compliance with the\nprovisions of the Financial Management Act 2006 from proper accounts and\nrecords to present fairly the financial transactions for the financial year ended\n30 June 2021 and the financial position as at 30 June 2021.\nAt the date of signing we are not aware of any circumstances which would render\nthe particul\n Source: `annual-reports/2020-21.pages.jsonl`\n- of these financial statements.\nThese annual financial statements were authorised for issue by the Accountable\nAuthority of the Office on 23 September 2021.\nStatement of compliance\nThese general purpose financial statements are prepared in accordance with:\n(1) The Financial Management Act 2006 (FMA);\n(2) The Treasurer’s Instructions (the Instructions or TI);\n(3) Australian Accounting Standards (AASs) – Reduced Disclosure\n(4) Where appropriate, those AAS paragraphs applicable for not-for-profit\nentities have been applied.\nThe Financial Management Ac\n Source: `annual-reports/2020-21.pages.jsonl`\n- nancial Management Act 2006 (FMA);\n(2) The Treasurer’s Instructions (the Instructions or TI);\n(3) Australian Accounting Standards (AASs) – Reduced Disclosure\n(4) Where appropriate, those AAS paragraphs applicable for not-for-profit\nentities have been applied.\nThe Financial Management Act 2006 and the Treasurer’s Instructions (the\nInstructions) take precedence over AAS. Several AAS are modified by the\nInstructions to vary application, disclosure format and wording. Where modification\nis required and has had a material or significant financial effec\n Source: `annual-reports/2020-21.pages.jsonl`\n\n### Public Interest Disclosure Act 2003\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 15\n**Register search**: https://www.legislation.wa.gov.au/search?query=Public+Interest+Disclosure+Act+2003\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\n**Evidence contexts**:\n- versity agreed to initiate a refund\nof the balance of fees paid by the student, meaning that they would receive a full\nrefund.\n\n[page 54]\n54 Ombudsman Western Australia Annual Report 2020-21\nComplaint\nResolution\nPublic Interest Disclosures\nSection 5(3) of the Public Interest Disclosure Act 2003 allows any person to make a\ndisclosure to the Ombudsman about particular types of ‘public interest information’.\nThe information provided must relate to matters that can be investigated by the\nOmbudsman, such as the administrative actions and practices of pub\n Source: `annual-reports/2020-21.pages.jsonl`\n- public officers.\nKey members of staff have been authorised to deal with disclosures made to the\nOmbudsman and have received appropriate training. They assess the information\nprovided to determine whether the matter requires investigation, having regard to the\nPublic Interest Disclosure Act 2003, the Parliamentary Commissioner Act 1971 and\nrelevant guidelines. If a decision is made to investigate, subject to certain additional\nrequirements regarding confidentiality, the process for investigation of a disclosure is\nthe same as that applied to the inve\n Source: `annual-reports/2020-21.pages.jsonl`\n- Ethics and\nintegrity are contained within the Code of Conduct and Guidelines for Accountable\nand Ethical Decision Making. Staff are required to sign a Conduct Agreement to\nconfirm their understanding of the application of the Code.\nStaff are made aware of the Public Interest Disclosure Act 2003, the Office’s Public\nInterest Disclosure Officers and the protections that apply, during induction and\nthrough the Office’s intranet and noticeboards. Staff are also made aware of the\nOffice’s Conflict of Interest Policy and Gifts, Benefits and Hospitality Po\n Source: `annual-reports/2020-21.pages.jsonl`\n- ation\n• Parliamentary Commissioner Act 1971\nLegislation and Other Instruments Governing Other Functions\nComplaints and appeals • National Code of Practice for Providers of\nby overseas students Education and Training to Overseas Students 2018\nPublic Interest • Public Interest Disclosure Act 2003\nDisclosures\nComplaints from • Indian Ocean Territories (Administration of Laws)\nresidents of the Indian Act 1992\nOcean Territories • Christmas Island Act 1958 (Commonwealth)\n• Cocos (Keeling) Islands Act 1955 (Commonwealth)\nComplaints from • Terrorism (Preven\n Source: `annual-reports/2020-21.pages.jsonl`\n- versity subsequently reviewed and amended its\ncontract terms to improve clarity about the refund available for package offers.\n\n[page 53]\nOmbudsman Western Australia Annual Report 2021-22 53\nnoituloseR\ntnialpmoC\nPublic Interest Disclosures\nSection 5(3) of the Public Interest Disclosure Act 2003 allows any person to make a\ndisclosure to the Ombudsman about particular types of ‘public interest information’.\nThe information provided must relate to matters that can be investigated by the\nOmbudsman, such as the administrative actions and practices of pub\n Source: `annual-reports/2021-22.pages.jsonl`\n\n### Criminal Law (Unlawful Consorting and Prohibited Insignia) Act 2021\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 14\n**Register search**: https://www.legislation.wa.gov.au/search?query=Criminal+Law+%28Unlawful+Consorting+and+Prohibited+Insignia%29+Act+2021\n\n**Sources**:\n- `pages/news-latest.html`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n\n**Evidence contexts**:\n- owers is lawful. Having checks and balances to protect people’s rights while keeping our community safe, is a small but important part of what the Ombudsman does.\nOur role is to assess whether WA Police have complied with the provisions of the Criminal Law (Unlawful Consorting and Prohibited Insignia) Act 2021. We also evaluate whether the scheme has had an adverse impact on specific groups in the community.\nYou can read the report here\nOmbudsman connecting with communities in the South West\nThe team from Ombudsman WA will be heading down to the South West to talk\n Source: `pages/news-latest.html`\n- fect to the recommendations arising from the Investigation into family and domestic violence and suicide\n.\nWe completed\nA report of the monitoring activities of the Parliamentary Commissioner for Administrative Investigations under Part 4 of the Criminal Law (Unlawful Consorting and Prohibited Insignia) Act 2021 for the period ending 23 December 2022\n, which was tabled in Parliament by the Attorney General.\nWe enhanced regional awareness and access to the Office, including a visit to:\n- Carnarvon in the Gascoyne Region;\n- Esperance in the Goldfields-Esperance Region;\n Source: `pages/news-latest.html`\n- 0) and the 2020-21 actual ($17,565).\nThe cost of monitoring and inspection functions ($516,578) is greater than the\n2021-22 target ($415,000) and the 2020-21 actual ($407,486) in line with approved\nadditional funding for a new function under the Criminal Law (Unlawful Consorting and\nProhibited Insignia) Act 2021 (the Act), which commenced on 24 December 2021.\n\n[page 28]\n28 Ombudsman Western Australia Annual Report 2021-22\nSummary\nof\nPerformance\nUnder the Act, the Ombudsman must keep under scrutiny the exercise of powers by\nthe WA Police Force to ascertain the extent\n Source: `annual-reports/2021-22.pages.jsonl`\n- [page 177]\nOmbudsman Western Australia Annual Report 2021-22 177\ntnemevorpmI\ndna\ngnirotinoM\n,snoitagitsevnI\nnoitoM\nnwO\nappointed as the Principal Inspector to inspect and report on the extent of compliance\nwith the legislation.\nMonitoring of the Criminal Law (Unlawful Consorting and Prohibited\nInsignia) Act 2021\nOn 24 December 2021, the Criminal Law (Unlawful Consorting and Prohibited Insignia)\nAct 2021 (the Act) was promulgated. This is an Act to:\n• Make consorting unlawful between certain offenders;\n• Provide for the identification of organisations for the purposes\n Source: `annual-reports/2021-22.pages.jsonl`\n- snoitagitsevnI\nnoitoM\nnwO\nappointed as the Principal Inspector to inspect and report on the extent of compliance\nwith the legislation.\nMonitoring of the Criminal Law (Unlawful Consorting and Prohibited\nInsignia) Act 2021\nOn 24 December 2021, the Criminal Law (Unlawful Consorting and Prohibited Insignia)\nAct 2021 (the Act) was promulgated. This is an Act to:\n• Make consorting unlawful between certain offenders;\n• Provide for the identification of organisations for the purposes of the Act;\n• Prohibit the display in public places of insignia of identified organisations;\n Source: `annual-reports/2021-22.pages.jsonl`\n\n### Restraining Orders Act 1997\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 14\n**Register search**: https://www.legislation.wa.gov.au/search?query=Restraining+Orders+Act+1997\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\n**Evidence contexts**:\n- death together with any relevant\ninformation of prior WA Police Force contact with the person who died and the\nsuspected perpetrator. A family and domestic violence fatality involves persons\napparently in a ‘family relationship’ as defined by section 4 of the Restraining Orders\nAct 1997.\nMore specifically, the relationship between the person who died and the suspected\nperpetrator is a relationship between two people:\n(a) Who are, or were, married to each other; or\n(b) Who are, or were, in a de facto relationship with each other; or\n(c) Who a\n Source: `annual-reports/2020-21.pages.jsonl`\n- they were related, could apply to the Magistrates\nCourt for a protection order being a violence restraining order. In July 2017, family\nviolence restraining orders were introduced in Western Australia. A family violence\nrestraining order is governed under the Restraining Orders Act 1997 and can be used\nto ‘restrain’ a ‘family member’ as defined by the Restraining Orders Act 1997.\nAs identified above, WA Police Force is likely to receive the majority of reports of family\nand domestic violence. WA Police Force attendance at the scene affords W\n Source: `annual-reports/2020-21.pages.jsonl`\n- e restraining order. In July 2017, family\nviolence restraining orders were introduced in Western Australia. A family violence\nrestraining order is governed under the Restraining Orders Act 1997 and can be used\nto ‘restrain’ a ‘family member’ as defined by the Restraining Orders Act 1997.\nAs identified above, WA Police Force is likely to receive the majority of reports of family\nand domestic violence. WA Police Force attendance at the scene affords WA Police\nForce with the opportunity to provide victims with information and advice about:\n• Wh\n Source: `annual-reports/2020-21.pages.jsonl`\n- oved compliance\nwith the provisions of its Family and Domestic Violence Practice Guidance in seeking\nviolence restraining orders on behalf of children (Recommendations 45, 46 and 47),\nincluding:\nRecommendation 45: In its implementation of section 18(2) of the Restraining Orders\nAct 1997, DCPFS complies with its Family and Domestic Violence Practice Guidance\nwhich identifies that DCPFS officers should consider seeking a violence restraining order\non behalf of a child if the violence is likely to escalate and the children are at risk of furthe\n Source: `annual-reports/2020-21.pages.jsonl`\n- death together with any relevant\ninformation of prior WA Police Force contact with the person who died and the\nsuspected perpetrator. A family and domestic violence fatality involves persons\napparently in a ‘family relationship’ as defined by section 4 of the Restraining Orders\nAct 1997.\nMore specifically, the relationship between the person who died and the suspected\nperpetrator is a relationship between two people:\n(a) Who are, or were, married to each other; or\n(b) Who are, or were, in a de facto relationship with each other; or\n(c) Who a\n Source: `annual-reports/2021-22.pages.jsonl`\n\n### State Records Act 2000\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 10\n**Register search**: https://www.legislation.wa.gov.au/search?query=State+Records+Act+2000\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- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- ping Plans\nThe Office is committed to maintaining a strong records management framework and\naims for best practice recordkeeping practices. The Office is continuously improving\nrecordkeeping practices to ensure they are consistent with the requirements of the\nState Records Act 2000 and meet the needs of the Office for high quality\nrecordkeeping. The Office’s framework includes:\n• A Recordkeeping Plan, a Retention and Disposal Schedule, a Records\nManagement Policy, a Records File Classification Plan and Security Framework\nand a Records D\n Source: `annual-reports/2020-21.pages.jsonl`\n- • Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n• State Records Act 2000; and\n• State Supply Commission Act 1991.\n\n[page 253]\nAppendix 3 – Publications\nThe following publications are available electronically on the Ombudsman’s website at\nwww.ombudsman.wa.gov.au and in hard copy by request to\nmail@ombudsman.wa.gov.au. Publications\n Source: `annual-reports/2020-21.pages.jsonl`\n- ping Plans\nThe Office is committed to maintaining a\nstrong records management framework\nand aims for best practice recordkeeping\npractices. The Office is continuously\nimproving recordkeeping practices to\nensure they are consistent with the\nrequirements of the State Records Act\n2000 and meet the needs of the Office for\nhigh quality recordkeeping. The Office’s\nframework includes:\n• A Recordkeeping Plan, a Retention and\nDisposal Schedule, a Records\nIn June 2022, the Office received the State\nManagement Policy, a Records File Records Commis\n Source: `annual-reports/2021-22.pages.jsonl`\n- • Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n• State Records Act 2000; and\n• State Supply Commission Act 1991.\n\n[page 281]\nAppendix 3 – Publications\nThe following publications are available electronically on the Ombudsman’s website at\nwww.ombudsman.wa.gov.au and in hard copy by request to\nmail@ombudsman.wa.gov.au. Publications\n Source: `annual-reports/2021-22.pages.jsonl`\n- ping Plans\nThe Office is committed to maintaining a strong records management framework and\naims for best practice recordkeeping practices. The Office is continuously improving\nrecordkeeping practices to ensure they are consistent with the requirements of the\nState Records Act 2000 and meet the needs of the Office for high quality\nrecordkeeping. The Office’s framework includes:\n• A Recordkeeping Plan, a Retention and Disposal Schedule, a Records\nManagement Policy, a Records File Classification Plan and Security Framework\nand a Records D\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Liquor Control Act 1988\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 8\n**Register search**: https://www.legislation.wa.gov.au/search?query=Liquor+Control+Act+1988\n\n**Sources**:\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- average cost per notification.\nThe 2022-23 actual cost of monitoring and inspection functions ($735,183) is higher\nthan the 2021-22 actual ($516,576) as a result of the commencement of, and funding\nfor, a new function for the Ombudsman under amendments to the Liquor Control Act\n1988.\nFor further details, see the Key Performance Indicator section.\n\n[page 32]\n32 Ombudsman Western Australia Annual Report 2022-23\nSummary\nof\nPerformance\nSummary of Financial Performance\nThe majority of expenses for the Office (77%) relate to staffing costs. Th\n Source: `annual-reports/2022-23.pages.jsonl`\n- ct 2022 establishes the\nWestern Australian Charitable Trusts Commission, constituted by the Ombudsman.\nMore information about this function is in the Charitable Trusts section of the report.\nFrom 24 December 2022, the Office commenced a new function under the Liquor\nControl Act 1988 (the Act). Part 5AA of the Act was amended to provide for the\nestablishment of Protected Entertainment Precincts, which are prescribed in\nRegulations, and for the exclusions of people who behave in an unlawful, antisocial,\nviolent, disorderly, offensive, inde\n Source: `annual-reports/2022-23.pages.jsonl`\n- average cost per notification.\nThe 2022-23 actual cost of monitoring and inspection functions ($735,183) is higher\nthan the 2021-22 actual ($516,576) as a result of the commencement of, and funding\nfor, a new function for the Ombudsman under amendments to the Liquor Control Act\n1988.\n308 Ombudsman Western Australia Annual Report 2022-23\n\n[page 309]\nOther Disclosures and Legal Compliance\nMinisterial Directives\nThe Ombudsman reports directly to the Western Australian Parliament rather than to\nthe government of the day, or a particular Mini\n Source: `annual-reports/2022-23.pages.jsonl`\n- Telecommunications (Interception and Access)\nWestern Australia Regulations 1996\nScrutiny of police powers • Criminal Law (Unlawful Consorting and Prohibited\nin relation to unlawful Insignia) Act 2021\nconsorting and prohibited\ninsignia\nScrutiny of powers in • Liquor Control Act 1988\nrelation to Protected\nEntertainment Precincts\nOmbudsman Western Australia Annual Report 2022-23 337\n\n[page 338]\n338 Ombudsman Western Australia Annual Report 2022-23\nAppendix\n2\n-\nLegislation\nEnergy and Water • Economic Regulation Authority Act 2003\nOmbudsman\n Source: `annual-reports/2022-23.pages.jsonl`\n- body; investigated and\ndealt with to ensure children are protected from abuse within institutions.\nWe also continued work on two other relatively new functions; scrutinising the exercise\nof powers under the Protected Entertainment Precincts provisions of the Liquor Control\nAct 1988 and, as the Western Australian Charitable Trusts Commission, receiving and\ninvestigating complaints about charitable trusts.\n6 Ombudsman Western Australia Annual Report 2023-24\n\n[page 7]\nOmbudsman Western Australia Annual Report 2023-24 7\nweivrevO\nThe Ombudsm\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Telecommunications (Interception and Access) Western Australia Act 1996\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 8\n**Register search**: https://www.legislation.wa.gov.au/search?query=Telecommunications+%28Interception+and+Access%29+Western+Australia+Act+1996\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\n**Evidence contexts**:\n- f products and forums\nto promote integrity in decision making, practices and conduct. Details are provided in\nthe Collaboration and Access to Services section.\nInspection and Monitoring Functions\nTelecommunications interception records\nThe Telecommunications (Interception and Access) Western Australia Act 1996, the\nTelecommunications (Interception and Access) Western Australia Regulations 1996\nand the Telecommunications (Interception and Access) Act 1979 (Commonwealth)\npermit designated ‘eligible authorities’ to carry out telecommunications interceptions.\nThe Weste\n Source: `annual-reports/2020-21.pages.jsonl`\n- alth)\nComplaints from • Terrorism (Preventative Detention) Act 2006\npersons detained under\nterrorism legislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommunications (Interception and Access)\nWestern Australia Act 1996\n• Telecommunications (Interception and Access)\nWestern Australia Regulations 1996\nEnergy and Water • Economic Regulation Authority Act 2003\nOmbudsman • Electricity Industry Act 2004\n• Energy Coordination Act 1994\n• Water Services Act 2012\n• Constitution of th\n Source: `annual-reports/2020-21.pages.jsonl`\n- permanent\nstate-wide program to enhances access to supports and services for young people\naged 18 to 21 years who are leaving, or have left, out-of-home care.\nInspection and Monitoring Functions\nTelecommunications interception records\nThe Telecommunications (Interception and Access) Western Australia Act 1996, the\nTelecommunications (Interception and Access) Western Australia Regulations 1996\nand the Telecommunications (Interception and Access) Act 1979 (Commonwealth)\npermit designated ‘eligible authorities’ to carry out telecommunications interceptions.\nThe Weste\n Source: `annual-reports/2021-22.pages.jsonl`\n- alth)\nComplaints from persons • Terrorism (Preventative Detention) Act 2006\ndetained under terrorism\nlegislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommunications (Interception and Access)\nWestern Australia Act 1996\n• Telecommunications (Interception and Access)\nWestern Australia Regulations 1996\nScrutiny of police powers • Criminal Law (Unlawful Consorting and Prohibited\nin relation to unlawful Insignia) Act 2021\nconsorting and prohibited\ninsignia\nEnergy and Water • Eco\n Source: `annual-reports/2021-22.pages.jsonl`\n- eflects very well on OPA.\n\n[page 185]\nOmbudsman Western Australia Annual Report 2022-23 185\ntnemevorpmI\ndna\ngnirotinoM\n,snoitagitsevnI\nnoitoM\nnwO\nInspection and Monitoring Functions\nInspection of telecommunications interception records\nThe Telecommunications (Interception and Access) Western Australia Act 1996, the\nTelecommunications (Interception and Access) Western Australia Regulations 1996\nand the Telecommunications (Interception and Access) Act 1979 (Commonwealth)\npermit designated ‘eligible authorities’ to carry out telecommunications interceptions.\nThe Weste\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Telecommunications (Interception and Access) Western Australia Regulations 1996\n\n**Type**: Regulation\n**Confidence**: high\n**Mentions**: 8\n**Register search**: https://www.legislation.wa.gov.au/search?query=Telecommunications+%28Interception+and+Access%29+Western+Australia+Regulations+1996\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\n**Evidence contexts**:\n- conduct. Details are provided in\nthe Collaboration and Access to Services section.\nInspection and Monitoring Functions\nTelecommunications interception records\nThe Telecommunications (Interception and Access) Western Australia Act 1996, the\nTelecommunications (Interception and Access) Western Australia Regulations 1996\nand the Telecommunications (Interception and Access) Act 1979 (Commonwealth)\npermit designated ‘eligible authorities’ to carry out telecommunications interceptions.\nThe Western Australia Police Force and the Corruption and Crime Commission are\neligible author\n Source: `annual-reports/2020-21.pages.jsonl`\n- s detained under\nterrorism legislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommunications (Interception and Access)\nWestern Australia Act 1996\n• Telecommunications (Interception and Access)\nWestern Australia Regulations 1996\nEnergy and Water • Economic Regulation Authority Act 2003\nOmbudsman • Electricity Industry Act 2004\n• Energy Coordination Act 1994\n• Water Services Act 2012\n• Constitution of the Energy and Water Ombudsman\n(Western Australia) Limited\n• Charter of the Energy a\n Source: `annual-reports/2020-21.pages.jsonl`\n- young people\naged 18 to 21 years who are leaving, or have left, out-of-home care.\nInspection and Monitoring Functions\nTelecommunications interception records\nThe Telecommunications (Interception and Access) Western Australia Act 1996, the\nTelecommunications (Interception and Access) Western Australia Regulations 1996\nand the Telecommunications (Interception and Access) Act 1979 (Commonwealth)\npermit designated ‘eligible authorities’ to carry out telecommunications interceptions.\nThe Western Australia Police Force (WA Police Force) and the Corruption and Crime\nCommission a\n Source: `annual-reports/2021-22.pages.jsonl`\n- 6\ndetained under terrorism\nlegislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommunications (Interception and Access)\nWestern Australia Act 1996\n• Telecommunications (Interception and Access)\nWestern Australia Regulations 1996\nScrutiny of police powers • Criminal Law (Unlawful Consorting and Prohibited\nin relation to unlawful Insignia) Act 2021\nconsorting and prohibited\ninsignia\nEnergy and Water • Economic Regulation Authority Act 2003\nOmbudsman • Electricity Industry Act 2004\n• En\n Source: `annual-reports/2021-22.pages.jsonl`\n- rt 2022-23 185\ntnemevorpmI\ndna\ngnirotinoM\n,snoitagitsevnI\nnoitoM\nnwO\nInspection and Monitoring Functions\nInspection of telecommunications interception records\nThe Telecommunications (Interception and Access) Western Australia Act 1996, the\nTelecommunications (Interception and Access) Western Australia Regulations 1996\nand the Telecommunications (Interception and Access) Act 1979 (Commonwealth)\npermit designated ‘eligible authorities’ to carry out telecommunications interceptions.\nThe Western Australia Police Force (WA Police Force) and the Corruption and Crime\nCommission a\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Terrorism (Preventative Detention) Act 2006\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 8\n**Register search**: https://www.legislation.wa.gov.au/search?query=Terrorism+%28Preventative+Detention%29+Act+2006\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\n**Evidence contexts**:\n- ties delivering services in the Indian Ocean Territories and\nabout local governments in the Indian Ocean Territories. There were no complaints\nreceived during the year.\nTerrorism\nThe Ombudsman can receive complaints from a person detained under the Terrorism\n(Preventative Detention) Act 2006, about administrative matters connected with his or\nher detention. There were no complaints received during the year.\nRequests for Review\nOccasionally, the Ombudsman is asked to review or re-open a complaint that was\ninvestigated by the Office. The Ombudsman\n Source: `annual-reports/2020-21.pages.jsonl`\n- t 2003\nDisclosures\nComplaints from • Indian Ocean Territories (Administration of Laws)\nresidents of the Indian Act 1992\nOcean Territories • Christmas Island Act 1958 (Commonwealth)\n• Cocos (Keeling) Islands Act 1955 (Commonwealth)\nComplaints from • Terrorism (Preventative Detention) Act 2006\npersons detained under\nterrorism legislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommunications (Interception and Access)\nWestern Australia Act 1996\n• Telecommunica\n Source: `annual-reports/2020-21.pages.jsonl`\n- ities delivering services in the Indian Ocean Territories and\nabout local governments in the Indian Ocean Territories. There was one complaint\nreceived during the year.\nTerrorism\nThe Ombudsman can receive complaints from a person detained under the Terrorism\n(Preventative Detention) Act 2006, about administrative matters connected with his or\nher detention. There were no complaints received during the year.\nRequests for Review\nOccasionally, the Ombudsman is asked to review or re-open a complaint that was\ninvestigated by the Office. The Ombudsman\n Source: `annual-reports/2021-22.pages.jsonl`\n- isclosures\nComplaints from residents • Indian Ocean Territories (Administration of Laws)\nof the Indian Ocean Act 1992\nTerritories • Christmas Island Act 1958 (Commonwealth)\n• Cocos (Keeling) Islands Act 1955 (Commonwealth)\nComplaints from persons • Terrorism (Preventative Detention) Act 2006\ndetained under terrorism\nlegislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommunications (Interception and Access)\nWestern Australia Act 1996\n• Telecommunications (I\n Source: `annual-reports/2021-22.pages.jsonl`\n- ties delivering services in the Indian Ocean Territories and\nabout local governments in the Indian Ocean Territories. There were no complaints\nreceived during the year.\nTerrorism\nThe Ombudsman can receive complaints from a person detained under the Terrorism\n(Preventative Detention) Act 2006, about administrative matters connected with their\ndetention. There were no complaints received during the year.\nRequests for Review\nOccasionally, the Ombudsman is asked to review or re-open a complaint that was\ninvestigated by the Office. The Ombudsman is co\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Charitable Trusts Act 2022\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 7\n**Register search**: https://www.legislation.wa.gov.au/search?query=Charitable+Trusts+Act+2022\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n\n**Evidence contexts**:\n- esolution\non The role of the Ombudsman and mediator institutions in the promotion and\nprotection of human rights, good governance and the rule of law.\nSecond, we established the Western Australian Charitable Trusts Commission\nfollowing the proclamation of the Charitable Trusts Act 2022. There is a particular\n\n[page 11]\nOmbudsman Western Australia Annual Report 2022-23 11\nweivrevO\nimportance to charitable trusts in Western Australia given many are established for the\npurpose of advancing the interests of Aboriginal Western Australian communi\n Source: `annual-reports/2022-23.pages.jsonl`\n- issioner for Children\nand Young People and the ACT Ombudsman.\n\n[page 201]\nCharitable Trusts\nOn 21 November 2022, the Ombudsman commenced an important new function as\nthe Western Australian Charitable Trusts Commission (WACTC) following the\ncommencement of the Charitable Trusts Act 2022 (CT Act).\nComplaints may be made directly to the Ombudsman as the WACTC or matters may\nbe referred to the Ombudsman by the Attorney General for investigation.\nCharitable trusts play a significant role in the Western Australian Aboriginal community\nas they are\n Source: `annual-reports/2022-23.pages.jsonl`\n- sman and then investigate these allegations. The Ombudsman’s functions\ninclude monitoring, overseeing and reviewing investigations undertaken by relevant\nentities. More information about this function is in the Reportable Conduct Scheme\nsection of the report.\nThe Charitable Trusts Act 2022 received Royal Assent on 1 November 2022, and\ncommenced on 21 November 2022. The Charitable Trusts Act 2022 establishes the\nWestern Australian Charitable Trusts Commission, constituted by the Ombudsman.\nMore information about this function is in the Charitabl\n Source: `annual-reports/2022-23.pages.jsonl`\n- viewing investigations undertaken by relevant\nentities. More information about this function is in the Reportable Conduct Scheme\nsection of the report.\nThe Charitable Trusts Act 2022 received Royal Assent on 1 November 2022, and\ncommenced on 21 November 2022. The Charitable Trusts Act 2022 establishes the\nWestern Australian Charitable Trusts Commission, constituted by the Ombudsman.\nMore information about this function is in the Charitable Trusts section of the report.\nFrom 24 December 2022, the Office commenced a new function under the Liquor\n Source: `annual-reports/2022-23.pages.jsonl`\n- 76 78 680 5 4 767\njurisdiction\nGRAND TOTAL 2,362 205 955 360 243 461 1 35 48 2,308\n\n[page 337]\nAppendix 2 – Legislation\nPrincipal Legislation\n• Parliamentary Commissioner Act 1971\nLegislation and Other Instruments Governing Other Functions\nCharitable Trusts • Charitable Trusts Act 2022\nComplaints and appeals • National Code of Practice for Providers of\nby overseas students Education and Training to Overseas Students 2018\nPublic Interest • Public Interest Disclosure Act 2003\nDisclosures\nComplaints from residents • Indian Ocean Territories (A\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Public Sector Management Act 1994\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 7\n**Register search**: https://www.legislation.wa.gov.au/search?query=Public+Sector+Management+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\n**Evidence contexts**:\n- gement, training and development; employee relations,\ngrievance resolution and discipline; conditions of employment and leave; as well as\npolicies on occupational safety and health. The processes in the Human Resource\nManagement Manual are consistent with the Public Sector Management Act 1994\nand the Public Sector Standards in Human Resource Management.\nPrinciple 7: Finance\n(The organisation safeguards financial integrity and accountability)\nThe Office produces an annual budget which is approved by the Ombudsman. The\nmonitoring of actual versus bu\n Source: `annual-reports/2020-21.pages.jsonl`\n- orruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n• State Records Act 2000; and\n• State Supply Commission Act 1991.\n\n[page 253]\nAppendix 3 – Publications\nThe following publications are available electronically on the Ombudsman’s website at\nww\n Source: `annual-reports/2020-21.pages.jsonl`\n- gement, training and development; employee relations,\ngrievance resolution and discipline; conditions of employment and leave; as well as\npolicies on occupational safety and health. The processes in the Human Resource\nManagement Manual are consistent with the Public Sector Management Act 1994\nand the Public Sector Standards in Human Resource Management.\nPrinciple 7: Finance\n(The organisation safeguards financial integrity and accountability)\nThe Office produces an annual budget which is approved by the Ombudsman. The\nmonitoring of actual versus bu\n Source: `annual-reports/2021-22.pages.jsonl`\n- orruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n• State Records Act 2000; and\n• State Supply Commission Act 1991.\n\n[page 281]\nAppendix 3 – Publications\nThe following publications are available electronically on the Ombudsman’s website at\nww\n Source: `annual-reports/2021-22.pages.jsonl`\n- nce management, training and development;\nemployee relations, grievance resolution and discipline; conditions of employment\nand leave; as well as policies on occupational safety and health. The processes in\nthe human resources policies are consistent with the Public Sector Management Act\n1994 and the Public Sector Standards in Human Resource Management.\nPrinciple 7: Finance\n(The organisation safeguards financial integrity and accountability)\nThe Office produces an annual budget which is approved by the Ombudsman. The\nmonitoring of actual versus bu\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Work Health and Safety Act 2020\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 7\n**Register search**: https://www.legislation.wa.gov.au/search?query=Work+Health+and+Safety+Act+2020\n\n**Sources**:\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- nd healthy workplace with good human resource practices\nThe Office utilises good human resource management practices and ensures a\nsafe and healthy working environment. Work commenced on reviewing the work\nhealth and safety management system to align with the Work Health and Safety\nAct 2020. More information is in the Work health, safety and injury management\nsection.\nAs well as the key human resource strategies outlined above, the Office’s people\nmanagement framework establishes the conduct and ethical behaviour expected of\nstaff and the approp\n Source: `annual-reports/2022-23.pages.jsonl`\n- tervention in injury\nmanagement, and ensures there is early and accurate medical assessment and\nmanagement of each injury, work related or not.\nAssessment of WHS systems\nThe Office has been preparing to implement the WHS Management Plan in\naccordance with the Work Health and Safety Act 2020 which includes guidelines\ndetailing WHS roles and responsibilities within the Office and outlining the approach to\nidentify, assess and control hazards and the associated risks. The Office’s WHS\nsystems are included in the Internal Audit Program.\nInternal eva\n Source: `annual-reports/2022-23.pages.jsonl`\n- ildren and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Work Health and Safety Act 2020;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n• State Records Act 2000; and\n• State Supply Commission Act 1991.\n\n[page 339]\nAppendix 3 – Publications\nThe following publications are available electronic\n Source: `annual-reports/2022-23.pages.jsonl`\n- performance reviews, and the continual learning assists with positioning the Office\nas an employer of choice.\n• A safe and healthy workplace\nThe Work Health and Safety management system, plan, policy and procedures\nwere reviewed and updated to align with the Work Health and Safety Act 2020.\nMore information is in the Work health, safety and injury management section.\nDuring the year, the Proactive Wellbeing Strategy was rolled out to all divisions in the\nOffice. The Strategy is a proactive and preventative approach to supporting individual\nwell\n Source: `annual-reports/2023-24.pages.jsonl`\n- ncourages early intervention in injury\nmanagement, and ensures there is early and accurate medical assessment and\nmanagement of each injury, work related or not.\nAssessment of WHS systems\nThe Office has implemented a WHS Management Plan in accordance with the Work\nHealth and Safety Act 2020, which includes guidelines detailing WHS roles and\nresponsibilities within the Office and outlining the approach to identify, assess and\ncontrol hazards and the associated risks. The Office’s WHS systems are included in\nthe Internal Audit Program.\nInternal ev\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Equal Opportunity Act 1984\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 6\n**Register search**: https://www.legislation.wa.gov.au/search?query=Equal+Opportunity+Act+1984\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- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- it serves.\nIn 2018, the Office established two additional Aboriginal positions and in 2021, created\na critical new executive position, Senior Assistant Ombudsman Aboriginal Engagement\nand Collaboration (all of which are identified s. 50(d) positions under the Equal\nOpportunity Act 1984).\nThe Office also engaged an Aboriginal artist to produce an artwork for the Office. The\nartwork is featured on the cover of this report and has been used as a theme for new\npublications.\nThe Principal Aboriginal Consultant attended\nevents and meetings with g\n Source: `annual-reports/2020-21.pages.jsonl`\n- ia Annual Report 2020-21\nAppendix\n2\n-\nLegislation\nOther Key Legislation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n•\n Source: `annual-reports/2020-21.pages.jsonl`\n- ia Annual Report 2020-21\nAppendix\n2\n-\nLegislation\nOther Key Legislation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n•\n Source: `annual-reports/2021-22.pages.jsonl`\n- y and Water Ombudsman\n(Western Australia) Limited\nOther Key Legislation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Work Health and Safety Act 2020;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n• State R\n Source: `annual-reports/2022-23.pages.jsonl`\n- Limited\nOther Key Legislation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Economic Regulation Authority Act 2003;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Procurement Act 2020;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n• State Records Act\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Cocos (Keeling) Islands Act 1955\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.wa.gov.au/search?query=Cocos+%28Keeling%29+Islands+Act+1955\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- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- Overseas Students 2018\nPublic Interest • Public Interest Disclosure Act 2003\nDisclosures\nComplaints from • Indian Ocean Territories (Administration of Laws)\nresidents of the Indian Act 1992\nOcean Territories • Christmas Island Act 1958 (Commonwealth)\n• Cocos (Keeling) Islands Act 1955 (Commonwealth)\nComplaints from • Terrorism (Preventative Detention) Act 2006\npersons detained under\nterrorism legislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommun\n Source: `annual-reports/2020-21.pages.jsonl`\n- Overseas Students 2018\nPublic Interest • Public Interest Disclosure Act 2003\nDisclosures\nComplaints from residents • Indian Ocean Territories (Administration of Laws)\nof the Indian Ocean Act 1992\nTerritories • Christmas Island Act 1958 (Commonwealth)\n• Cocos (Keeling) Islands Act 1955 (Commonwealth)\nComplaints from persons • Terrorism (Preventative Detention) Act 2006\ndetained under terrorism\nlegislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommun\n Source: `annual-reports/2021-22.pages.jsonl`\n- Overseas Students 2018\nPublic Interest • Public Interest Disclosure Act 2003\nDisclosures\nComplaints from residents • Indian Ocean Territories (Administration of Laws)\nof the Indian Ocean Act 1992\nTerritories • Christmas Island Act 1958 (Commonwealth)\n• Cocos (Keeling) Islands Act 1955 (Commonwealth)\nComplaints from persons • Terrorism (Preventative Detention) Act 2006\ndetained under terrorism\nlegislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommun\n Source: `annual-reports/2022-23.pages.jsonl`\n- Overseas Students 2018\nPublic Interest • Public Interest Disclosure Act 2003\nDisclosures\nComplaints from residents • Indian Ocean Territories (Administration of Laws)\nof the Indian Ocean Act 1992\nTerritories • Christmas Island Act 1958 (Commonwealth)\n• Cocos (Keeling) Islands Act 1955 (Commonwealth)\nComplaints from persons • Terrorism (Preventative Detention) Act 2006\ndetained under terrorism\nlegislation\nInspection of • Telecommunications (Interception and Access) Act\nTelecommunications 1979 (Commonwealth)\nInterception records • Telecommun\n Source: `annual-reports/2023-24.pages.jsonl`\n- Authority Act 1994\nof the Indian Ocean (Administration of Laws) Act 1992\nAct 2003 Royal Commissions Act 1968\nTerritories\nChristmas Island Act 1958\nEqual Opportunity Act 1984 Salaries and Allowances\n(Commonwealth)\nFinancial Management Act 2006 Act 1975\nCocos (Keeling) Islands Act 1955\nIndustrial Relations Act 1979 State Records Act 2000\n(Commonwealth)\nLong Service Leave Act 1958 Work Health and Safety Act\n2020\nOmbudsman Western Australia | Annual Report 2024-25\n14\n\n[page 15]\nProtecting People’s Supporting Vulnerable Disclosures and\nOvervie\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Disability Services Act 1993\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.wa.gov.au/search?query=Disability+Services+Act+1993\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- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- 2]\n252 Ombudsman Western Australia Annual Report 2020-21\nAppendix\n2\n-\nLegislation\nOther Key Legislation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salar\n Source: `annual-reports/2020-21.pages.jsonl`\n- 0]\n280 Ombudsman Western Australia Annual Report 2020-21\nAppendix\n2\n-\nLegislation\nOther Key Legislation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salar\n Source: `annual-reports/2021-22.pages.jsonl`\n- ) Limited\n• Charter of the Energy and Water Ombudsman\n(Western Australia) Limited\nOther Key Legislation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Work Health and Safety Act 2020;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and\n Source: `annual-reports/2022-23.pages.jsonl`\n- ) Limited\n• Charter of the Energy and Water Ombudsman\n(Western Australia) Limited\nOther Key Legislation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Economic Regulation Authority Act 2003;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Procurement Act 2020;\n• Public Sector Management Act 1994;\n• Royal Commis\n Source: `annual-reports/2023-24.pages.jsonl`\n- ct 2006 Minimum Conditions of\nby overseas students Providers of Education and Training to Corruption, Crime and Employment Act 1993\nOverseas Students 2018\nMisconduct Act 2003 Procurement Act 2020\nPublic Interest Disclosures Public Interest Disclosure Act 2003\nDisability Services Act 1993 Public Sector Management\nComplaints from residents Indian Ocean Territories Economic Regulation Authority Act 1994\nof the Indian Ocean (Administration of Laws) Act 1992\nAct 2003 Royal Commissions Act 1968\nTerritories\nChristmas Island Act 1958\nEqual Opportunit\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Industrial Relations Act 1979\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.wa.gov.au/search?query=Industrial+Relations+Act+1979\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- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- islation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Management Act 2006;\n• Industrial Relations Act 1979;\n• Minimum Conditions of Employment Act 1993;\n• Occupational Safety and Health Act 1984;\n• Public Sector Management Act 1994;\n• Royal Commissions Act 1968;\n• Salaries and Allowances Act 1975;\n• State Records Act 2000; and\n• State Supply Commission Act 1991.\n Source: `annual-reports/2020-21.pages.jsonl`\n- islation Impacting on the Office’s Activities\n• Auditor General Act 2006;\n• Children and Community Services Act 2004;\n• Corruption, Crime and Misconduct Act 2003;\n• Disability Services Act 1993;\n• Equal Opportunity Act 1984;\n• Financial Ma\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": "Lawful, reasonable, fair and accountable decision making and practices by public authorities. [AR p.7]", "vision_source_page": null, "purposes": "To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm;\n• Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7]", "purposes_source_page": null, "how_we_deliver": "We also have functions to monitor the use of certain powers relating to telecommunications interceptions, consorting laws, and public entertainment precinct bans. This is aimed at ensuring these significant powers that impact on people’s rights are used lawfully and appropriately. [AR p.7]", "how_we_deliver_source_page": null, "government_priorities": [ { "text": "Supporting vulnerable communities", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Protecting People’s Rights", "description": "We achieved 111 remedies through our investigation and resolution of complaints.", "key_activities": [ "Receiving, investigating and resolving complaints", "Reviewing child deaths and family and domestic violence fatalities", "Overseeing and monitoring relevant organisations" ], "source_page": 7 }, { "name": "Outcome 2: Supporting Vulnerable Communities", "description": "We can focus on people who are often overlooked or disadvantaged, ensuring their voices are heard and their needs are considered.", "key_activities": [ "Improving child safety", "Making 238 improvements to administration", "Reviewing child deaths and family and domestic violence fatalities" ], "source_page": 7 } ], "values": [ "Lawful", "Reasonable", "Fair", "Accountable" ], "values_framework_name": "APS Values", "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Percentage of allegations finalised within three months", "target": "95%", "source_page": 15 }, { "code": "CCE02", "measure": "Percentage of allegations finalised within 12 months", "target": "100%", "source_page": 15 }, { "code": "CCE03", "measure": "Percentage of allegations on hand at 30 June less than three months old", "target": "88%", "source_page": 15 }, { "code": "CCE04", "measure": "Percentage of allegations on hand at 30 June less than 12 months old", "target": "100%", "source_page": 15 }, { "code": "CCE05", "measure": "Average cost per finalised allegation", "target": "$1,314", "source_page": 15 }, { "code": "CCE06", "measure": "Average cost per finalised notification of death", "target": "$11,571", "source_page": 15 }, { "code": "CCE07", "measure": "Average cost per notification of reportable conduct", "target": "$3,687", "source_page": 15 }, { "code": "CCE08", "measure": "Cost of monitoring and inspection functions", "target": "$1,000,679", "source_page": 15 } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Percentage of allegations finalised within three months", "result": "95%", "status": "Achieved", "source_page": 19 }, { "code": "CCE02", "measure": "Percentage of allegations finalised within 12 months", "result": "100%", "status": "Achieved", "source_page": 19 }, { "code": "CCE03", "measure": "Percentage of allegations on hand at 30 June less than three months old", "result": "90%", "status": "Achieved", "source_page": 19 }, { "code": "CCE04", "measure": "Percentage of allegations on hand at 30 June less than 12 months old", "result": "100%", "status": "Achieved", "source_page": 19 }, { "code": "CCE05", "measure": "Average cost per finalised allegation", "result": "$1,890", "status": "Not achieved", "source_page": 19 }, { "code": "CCE06", "measure": "Average cost per finalised notification of death", "result": "$14,655", "status": "Not achieved", "source_page": 19 }, { "code": "CCE07", "measure": "Average cost per notification of reportable conduct", "result": "$4,000", "status": "Not achieved", "source_page": 19 }, { "code": "CCE08", "measure": "Cost of monitoring and inspection functions", "result": "$1,168,000", "status": "Not achieved", "source_page": 19 } ], "_source_urls": { "annual_report_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "[Page 18]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nSummary of performance\nFinancial performance\nFinancial targets Working cash targets\n2024-25 2024-25 2024-25 2024-25\nVariance\nTarget (a) Actual (‘000) Agreed Target / Variance\n(‘000) (‘000) limit (b) Actual (‘000)\nTotal cost of services (‘000) (‘000)\n(expense limit)\n16,542 15,357 (1,185) Agreed working cash limit\n(sourced from Statement of\n(at Budget) 787 787 n/a\nComprehensive income)\nAgreed working cash limit\nNet cost of services\n(sourced from Statement of 13,776 12,501 (1,275) (at Actual) 807 4,272 3,465\nComprehensive income) (b) As specified in the 2024-25 Resource Agreement.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "[Page 18]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nSummary of performance\nFinancial performance\nFinancial targets Working cash targets\n2024-25 2024-25 2024-25 2024-25\nVariance\nTarget (a) Actual (‘000) Agreed Target / Variance\n(‘000) (‘000) limit (b) Actual (‘000)\nTotal cost of services (‘000) (‘000)\n(expense limit)\n16,542 15,357 (1,185) Agreed working cash limit\n(sourced from Statement of\n(at Budget) 787 787 n/a\nComprehensive income)\nAgreed working cash limit\nNet cost of services\n(sourced from Statement of 13,776 12,501 (1,275) (at Actual) 807 4,272 3,465\nComprehensive income) (b) As specified in the 2024-25 Resource Agreement.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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 138]\n138 Ombudsman Western Australia Annual Report 2020-21\nFamily\nand\nDomestic\nViolence\nFatality\nReview\nRisk assessment must be undertaken when family and domestic violence has been\nidentified…\nRisk assessment is conducted for a number of reasons including:\n• evaluating the risk of re-assault for a victim;\n• evaluating the risk of homicide;\n• informing service system and justice responses;\n• supporting women to understand their own level of risk and the risk to children and/or\nto validate a woman’s own assessment of her level of safety; and\n• establishing a basis from which a case can be monitored.\n(pages 36-37)\nThe Ombudsman’s family and domestic violence fatality reviews and the Investigation\ninto issues associated with violence restraining orders and their relationship with family\nand domestic violence fatalities, November 2015, have noted that, where agencies", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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 138]\n138 Ombudsman Western Australia Annual Report 2020-21\nFamily\nand\nDomestic\nViolence\nFatality\nReview\nRisk assessment must be undertaken when family and domestic violence has been\nidentified…\nRisk assessment is conducted for a number of reasons including:\n• evaluating the risk of re-assault for a victim;\n• evaluating the risk of homicide;\n• informing service system and justice responses;\n• supporting women to understand their own level of risk and the risk to children and/or\nto validate a woman’s own assessment of her level of safety; and\n• establishing a basis from which a case can be monitored.\n(pages 36-37)\nThe Ombudsman’s family and domestic violence fatality reviews and the Investigation\ninto issues associated with violence restraining orders and their relationship with family\nand domestic violence fatalities, November 2015, have noted that, where agencies", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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 168]\n2.2 Other expenditure\n2024 2023\n$ $\nSupplies and services\nCommunications 57,765 61,748\nConsumables 59,521 69,731\nServices and contracts 561,212 510,197\nServices received free of charge 122,152 103,271\nInsurance 40,075 22,513\nTravel 63,550 266,670\nOther 256,602 209,766\nTotal supplies and services expenses 1,160,877 1,243,895\nAccommodation expenses\nOffice Rental and outgoings 1,276,301 1,190,001\nRepairs and maintenance 29,919 20,028\nServices received free of charge 13,328 13,145\nTotal accommodation expenses 1,319,548 1,223,173\nOther\nEmployment on-costs 1,613 248\nAudit fee 118,077 70,199\nBad debts 7,352 544\nLoss on disposal on non-current assets (210) -\nOther 164,422 70,381\nTotal other 291,254 141,372\nTotal other expenditure 2,771,679 2,608,441\nSupplies and services expenses are recognised as an expense in the reporting period in which\nthey are incurred.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "[Page 168]\n2.2 Other expenditure\n2024 2023\n$ $\nSupplies and services\nCommunications 57,765 61,748\nConsumables 59,521 69,731\nServices and contracts 561,212 510,197\nServices received free of charge 122,152 103,271\nInsurance 40,075 22,513\nTravel 63,550 266,670\nOther 256,602 209,766\nTotal supplies and services expenses 1,160,877 1,243,895\nAccommodation expenses\nOffice Rental and outgoings 1,276,301 1,190,001\nRepairs and maintenance 29,919 20,028\nServices received free of charge 13,328 13,145\nTotal accommodation expenses 1,319,548 1,223,173\nOther\nEmployment on-costs 1,613 248\nAudit fee 118,077 70,199\nBad debts 7,352 544\nLoss on disposal on non-current assets (210) -\nOther 164,422 70,381\nTotal other 291,254 141,372\nTotal other expenditure 2,771,679 2,608,441\nSupplies and services expenses are recognised as an expense in the reporting period in which\nthey are incurred.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "In brief, the Framework\nestablishes the ongoing collection (2) undertaking culturally Monitoring\nand analysis of data to determine appropriate internal Framework\nwhether expected results are and external completed by\nbeing achieved. stakeholder December 2020.\nconsultation;\nThe Evaluations are systemic and Impact Evaluation\nobjective processes to make (3) identifying any gaps in report completed\njudgements about the merit and data, sourcing December 2021.\nworth of an initiative at a specific reporting and\npoint in time during delivery. analysis;\nThey aim to use the evidence-\n(4) provision of contextual\nbase built through the application\nanalysis of findings;\nof the Framework.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-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", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "In brief, the Framework\nestablishes the ongoing collection (2) undertaking culturally Monitoring\nand analysis of data to determine appropriate internal Framework\nwhether expected results are and external completed by\nbeing achieved. stakeholder December 2020.\nconsultation;\nThe Evaluations are systemic and Impact Evaluation\nobjective processes to make (3) identifying any gaps in report completed\njudgements about the merit and data, sourcing December 2021.\nworth of an initiative at a specific reporting and\npoint in time during delivery. analysis;\nThey aim to use the evidence-\n(4) provision of contextual\nbase built through the application\nanalysis of findings;\nof the Framework.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-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", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "As a result, in 2024-25,\nStrengthening our capability improving our communication with\nAOOJ complaints only increased 5% in\ncomplainants, including automatic\nIn 2024-25, four of our senior staff 2024-25, compared to the increase of\nreplies and regular acknowledgments\ncommenced a two-year Management complaints within our jurisdiction of\nand progress updates through the\nDevelopment Program to improve our 24%.\ncomplaint process.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "As a result, in 2024-25,\nStrengthening our capability improving our communication with\nAOOJ complaints only increased 5% in\ncomplainants, including automatic\nIn 2024-25, four of our senior staff 2024-25, compared to the increase of\nreplies and regular acknowledgments\ncommenced a two-year Management complaints within our jurisdiction of\nand progress updates through the\nDevelopment Program to improve our 24%.\ncomplaint process.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "category": "Procurement & Delivery", "scale": "small", "title": "Procurement lessons library for repeat purchases", "idea": "Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.", "quote": "Cost recovery is based employed by the Ombudsman as at\nOther Financial Disclosures on the average cost per complaint in 30 June in 2023-24 and 2024-25.\nthe last two years, administrative\nEmployee\nPricing policies of services costs and the costs of any travel to 2023-24 2024-25\nCategory\nprovided the Indian Ocean Territories by our\nFull-time\n57 50\nWe currently receive revenue for the staff and any promotional materials. permanent\nFull-time\nfollowing functions: Capital works 7 11\ncontract\n• Costs for the Energy and Water There were no major capital projects Part-time 26 30\nOmbudsman functions are recouped undertaken during 2024-25. permanent (16.9 FTEs) (22.5 FTEs)\nPart-time 2 2\nfrom the Energy and Water\nEmployment and industrial contract (1.0 FTE) (1.6 FTE)\nOmbudsman (Western Australia)\n92 93\nLimited on a full cost recovery basis. relations TOTAL\n(81.9 FTEs) (85.1 FTEs)", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "category": "Procurement & Delivery", "scale": "large", "title": "Portfolio delivery office for major investments", "idea": "Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.", "quote": "Cost recovery is based employed by the Ombudsman as at\nOther Financial Disclosures on the average cost per complaint in 30 June in 2023-24 and 2024-25.\nthe last two years, administrative\nEmployee\nPricing policies of services costs and the costs of any travel to 2023-24 2024-25\nCategory\nprovided the Indian Ocean Territories by our\nFull-time\n57 50\nWe currently receive revenue for the staff and any promotional materials. permanent\nFull-time\nfollowing functions: Capital works 7 11\ncontract\n• Costs for the Energy and Water There were no major capital projects Part-time 26 30\nOmbudsman functions are recouped undertaken during 2024-25. permanent (16.9 FTEs) (22.5 FTEs)\nPart-time 2 2\nfrom the Energy and Water\nEmployment and industrial contract (1.0 FTE) (1.6 FTE)\nOmbudsman (Western Australia)\n92 93\nLimited on a full cost recovery basis. relations TOTAL\n(81.9 FTEs) (85.1 FTEs)", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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" ] } ], "legislation_administered": [], "artifacts": [ { "category": "annual-reports", "year": "2024-25", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "file": "annual-reports/2024-25.pdf", "bytes": 7085920, "link_text": "" }, { "category": "annual-reports", "year": "2023-24", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf", "file": "annual-reports/2023-24.pdf", "bytes": 7865274, "link_text": "Annual Report 2023-24" }, { "category": "annual-reports", "year": "2022-23", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf", "file": "annual-reports/2022-23.pdf", "bytes": 15275852, "link_text": "Annual Report 2022-23" }, { "category": "annual-reports", "year": "2021-22", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf", "file": "annual-reports/2021-22.pdf", "bytes": 8060023, "link_text": "Annual Report 2021-22" }, { "category": "annual-reports", "year": "2020-21", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf", "file": "annual-reports/2020-21.pdf", "bytes": 8922520, "link_text": "Annual Report 2020-21" }, { "category": "strategies", "year": "2010", "url": "https://www.ombudsman.wa.gov.au/Publications/Documents/speeches/190310-APOR-Conference-Canberra.pdf", "file": "strategies/190310-APOR-Conference-Canberra.pdf", "bytes": 34124, "link_text": "25th Australasian and Pacific Ombudsman Regional Conference 19 March 2010 - 'The Ombudsman in the Integrity Framework'" }, { "category": "other-pdfs", "year": null, "url": "https://www.ombudsman.wa.gov.au/Languages/Documents/Arabic-Making-a-complaint-to-the-Ombudsman.pdf", "file": "other-pdfs/Arabic-Making-a-complaint-to-the-Ombudsman.pdf", "bytes": 517009, "link_text": "Arabic" }, { "category": "other-pdfs", "year": null, "url": "https://www.ombudsman.wa.gov.au/Languages/Documents/Burmese-Making-a-complaint-to-the-Ombudsman.pdf", "file": "other-pdfs/Burmese-Making-a-complaint-to-the-Ombudsman.pdf", "bytes": 260476, "link_text": "Burmese" }, { "category": "other-pdfs", "year": null, "url": "https://www.ombudsman.wa.gov.au/Languages/Documents/Chinese-Simplified_Making-a-complaint_to_the_Ombudsman.pdf", "file": "other-pdfs/Chinese-Simplified_Making-a-complaint_to_the_Ombudsman.pdf", "bytes": 316352, "link_text": "Chinese Simplified" }, { "category": "other-pdfs", "year": null, "url": "https://www.ombudsman.wa.gov.au/Languages/Documents/Chinese-Traditional-Making-a-complaint-to-the-Ombudsman.pdf", "file": "other-pdfs/Chinese-Traditional-Making-a-complaint-to-the-Ombudsman.pdf", "bytes": 339446, "link_text": "Chinese Traditional" }, { "category": "other-pdfs", "year": null, "url": "https://www.ombudsman.wa.gov.au/Languages/Documents/IOT/Cocos-Malay-Making-a-complaint-to-the-Ombudsman.pdf", "file": "other-pdfs/Cocos-Malay-Making-a-complaint-to-the-Ombudsman.pdf", "bytes": 291365, "link_text": "Cocos Malay" } ], "_meta": { "snapshot_built_at": "2026-05-13T11:02:59+00:00", "strategy_brief_meta": { "model": "nova-micro", "folder": "Ombudsman-Western-Australia", "annual_report": 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