We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.
From resolving everyday service failures to identifying areas for public sector reform, the NSW Ombudsman’s Casebook July 2026: Investigations and complaint-handling case studies (Casebook) demonstrates how independent oversight leads to fairer outcomes for the people of New South Wales.
The Casebook provides practical lessons from the Ombudsman’s handling of 8,913 actionable complaints and finalising of 6 investigations between 1 January and 30 June 2026.
One featured investigation examines the unauthorised disposal of an elderly public housing tenant’s belongings after severe sewage leaks damaged her home. After the trauma of watching her home and belongings become polluted by sewage, she subsequently discovered that all of her belongings had been taken away and destroyed. Despite assurances she would be compensated, Homes NSW failed to provide adequate information to the insurer, which contributed to the claim being denied.
NSW Ombudsman, Paul Miller emphasised how the tenant’s complaint has led to agency improvements.
“By using our powers to shine a light on the unreasonable conduct, the tenant will now receive an apology and full compensation from Homes NSW,” said Miller. “Importantly, the complaint will also lead to new procedures and guidelines, helping to ensure that other community members do not experience similar misfortune.”
Other investigations detailed in the latest Casebook include the handling of reports by the Department of Communities and Justice concerning children at risk of significant harm, and a local council’s lack of enforcement of fire safety obligations at a residential building.
“While each investigation concerned a different area of public administration, common themes emerged, including delays, inaction and poor communication that unnecessarily increased distress for affected people.”
Across the 6 investigations, the Ombudsman made a total of 42 recommendations aimed at improving administrative practices.
While investigations are a core function, most complaints received by the Ombudsman are managed and resolved without requiring a formal investigation.
“Our aim is to resolve complaints as early and efficiently as possible,” Miller continued. “The Casebook highlights the kinds of outcomes that can be achieved through the range of early resolution tools that the Ombudsman can utilise.”
One key theme of the July Casebook is the importance of understanding and responding appropriately to the needs of people with a disability. Case studies include an agency’s failure to adequately accommodate disability following receipt of an AI assisted complaint and another where an inmate’s mental health was not adequately considered when making adverse decisions.
The importance of using discretionary powers to correct unfair outcomes caused by administrative error was also highlighted as a Casebook theme. One example resulted in the waiver of a $44,990 TAFE debt for a student following administrative errors that means she had not made an informed decision about the financial impact of proceeding with a course.
“The case studies in this report include key learnings that could apply to any public authority or service provider,” Mr Miller said.
The NSW Ombudsman Casebook has been published biannually since July 2024, with the aim to help public sector agencies strengthen service and improve administrative conduct while giving the community greater insight into the role and impact of the Ombudsman.
Find out more about what complaints the NSW Ombudsman can help with
Beyond investigations and complaint resolution, the NSW Ombudsman supports continuous improvement by providing guidance, resources and training to public sector agencies. This work is underpinned by the 6 Principles for Effective Complaint Management − respectful treatment, information and accessibility, communication, taking ownership, timeliness and transparency − published last year as a practical framework for agencies to improve administrative practices and deliver better services to the community.
We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.