Correctional centres
- What do I do if I have a complaint?
- When can't the Ombudsman help?
- What happens if I complain?
- Can I be victimised if I make a complaint?
- How do I contact the Ombudsman?
People in custody can complain to us about problems with the Department of Corrective Services, Justice Health, NSW Police, the Department of Juvenile Justice or any other NSW government agency. We can also investigate complaints about the privately run correctional centre at Junee.
What do I do if I have a complaint?
Start by trying to sort out your problem with the wing officer or area manager. It may also be necessary to lodge an inmate application form to bring your problem to the attention of the general manager. If you are not satisfied you can call the Corrective Services Support Line. This service has been set up by the department to identify and resolve inmates' problems in a timely manner. Their number is on the freecall list at all centres. You can also speak to the Official Visitor about your complaint.
Only serious complaints, or those that can't be resolved locally should be referred to us. Complaints to us should be in writing. Put your complaint in a sealed envelope and the department will pay for the postage. Letters to us can be in any language and if you have difficulty writing - due to language issues or a disability - we can help. We can also arrange for translations, interpreters and other services. If you want to discuss your complaint with us, call us on the freecall number available at the centre.
All letters to and from us are confidential and cannot be opened by correctional centre staff. When you get a letter from us, you will be asked to sign a cover sheet to say you have received it unopened. This will be placed on your warrant or case file.
When can't the Ombudsman help?
The Commissioner and centre general managers have wide powers under the law to make many decisions. If they have good reasons for those decisions and have not set out to victimise an inmate, we will not intervene. We can check that they have followed the law and reasonable administrative practice. If they have, they have done nothing wrong - even if you are still unhappy with the decision.
We can't investigate complaints about:
- decisions of the parole board and the serious offenders review council
- the conduct or outcome of court cases
- cases before the mental health review tribunal or the visiting justice
- solicitors, politicians or ministers of the crown.
What happens if I complain?
Sometimes people's complaints are based on a misunderstanding of the law or the department's policies or procedures. If this is the case, we will write to you to explain this and why we have decided not to take up your complaint.
If we need more information, we will make preliminary inquiries by telephone or letter. In some cases we may visit the centre and talk to the general manager. If the complaint is not satisfactorily explained or resolved, a formal investigation may then take place. If an investigation reveals some form of wrong conduct, we will recommend action to solve the problem. You will always be told of the result of our investigation and the reasons for our decisions.
We cannot force an agency to comply with our recommendations, but most agencies do accept them. If they don't, we can make a report to Parliament.
Can I be victimised if I make a complaint?
It is a criminal offence to victimise someone for complaining to the Ombudsman or for assisting or giving evidence to the Ombudsman. You cannot be charged for making a complaint unless you have purposely misled or lied to the Ombudsman. If you believe you have been victimised for making a complaint to the Ombudsman, tell us. We take such allegations very seriously.
How do I contact the Ombudsman?
The Departments of Corrective Services and Juvenile Justice will pay for telephone inquiry calls to us. If you are in a correctional centre, our number is included in the common list numbers on the phones in your centre. Follow the steps on the phone user guide to call us.
Our staff regularly visit centres for personal interviews. Notices are usually displayed and announcements made about our visits.