Ombudsman's message

Welcome to our website

Thank you for visiting the NSW Ombudsman website.

The role of the Ombudsman is to safeguard the community in their dealings with government and non-government agencies that fall within the Ombudsman’s jurisdiction. This is done in many ways – by responding to enquiries, investigating complaints, initiating investigations, monitoring compliance with the law, auditing administrative conduct, monitoring how organisations handle issues that have been notified or referred to the office, and promoting good administration, transparency, and responsive complaint handling.

The Ombudsman is independent of the organisations and persons it deals with.

This website is an important resource in doing our work and pursuing our objectives. Here you will find information about our broad range of roles, responsibilities and functions. You will also find important publications such as reports to Parliament, guidelines and fact sheets.

You can make a complaint to the office using the online complaint form, or email a query or provide feedback on our services.

We are always looking to make this website more accessible and useful. If you have an idea or suggestion, please send us an email.

The NSW Ombudsman commenced operations in 1975, and celebrated its 40th anniversary in 2015. In that time we have handled more than 258,000 formal matters and more than 570,000 informal matters. In 2015 alone, we received 40,306 new matters.

Every enquiry, complaint or referral to the office can raise an issue that has a very real impact on a person’s life or the service they receive from an organisation. Our aim is to resolve genuine problems that people encounter with organisations that are within our jurisdiction, in an effective and professional manner. Workload and resource constraints mean that we cannot take action on every issue we receive.

I was appointed Acting NSW Ombudsman in August 2015 for a two year term. I look forward to working with the NSW community, parliament and government and other agencies over that period.

Please take advantage of the rich collection of material that is available on this website.

John McMillan

Acting NSW Ombudsman

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