Vision, mission, purpose and values

Our vision, mission, purpose and values guide our work to improve government and community services for the people of NSW.

Our Strategic Plan aims to put us in the best position to achieve our purpose and mission. To learn more about our work, see What we do.


Everyone receives the right services and fair treatment from those we oversight.


To be a leader in complaint-handling, investigations, reviews, and public and community sector monitoring and assessment. We will be trusted by the public and by all of our stakeholders to hold the agencies we oversight to account and to make evidence-based recommendations that result in positive change.


Our purpose is defined by the legislation that we operate under.

  • To protect citizens from abuse of power and unfair treatment.
  • To foster enduring system-wide change that will prevent future failings and improve public administration and service delivery.
  • To provide a trusted source of independent advice to the Parliament.


Our values describe the core behavioural principles that we live by and apply to everything we do.


We are unfailingly ethical and honest. We apply to ourselves the same standards we demand of others.


We are impartial. We operate independently from government and act in a non-partisan manner. We work only in the public interest.


We treat everyone fairly, and demand that others do the same.


We communicate openly, giving reasons for our decisions. We report publicly whenever possible.


We achieve excellence through competence and diligence. We act with humility, courtesy and confidence.


We respect diversity and promote inclusivity, appreciating the range and worth of human difference.

Strategic plan

Our Strategic Plan sets out our path for the next 5 years. Our strategic outcomes are grouped around 5 themes. See Policies for all the policies, frameworks, charters and plans that guide our work.

Strategic theme


Services and impact

  • Consistent and best practice service provision and quality standards
  • High-quality evidence-based advice and recommendations, on issues that are important, timely and relevant, that lead to positive and practical change

Engagement and relationships

  • The public, including the most vulnerable members of the community, understand our role, can access our services, and have trust and confidence that we will help
  • Agencies understand our role, have confidence in the fairness of our investigations and oversight, and respect us and our advice, because we understand them and their business and they know we will add value
  • Our status as an independent statutory oversight body supporting accountable and responsible government is   reinvigorated through a stronger connection to Parliament

Leadership and governance

  • Unified leadership and a clear strategy, supported by rigorous governance structures
  • Clarity of role and purpose, with a set of strategically aligned statutory functions that support efficient operations at a sustainable scale

People and culture

  • An employer of choice whose workforce is diverse, highly engaged and capable, and bound together by shared values, purpose and culture

Systems and processes

  • Modernised and continuously maintained ICT and support systems and processes that give our people the tools they need to perform at their best and improve the customer experience
  • Rigorous evaluation processes and performance metrics that keep us on track and drive continuous improvement