Our operations during the COVID-19 Crisis
Physical closure of our premises from 18 March 2020
The NSW Ombudsman is presently operating remotely, following the closure of our offices (580 George Street, Sydney) on 18 March 2020. This occurred after advice that an employee of another tenant of the building had tested positive for COVID-19.
We are still processing complaints but members of the public should be aware of some changes to our service.
Members of the Ombudsman’s staff are closely monitoring their health. Thankfully, to date, none has developed any symptoms that may indicate COVID-19.
Impact on our services
While we are operating remotely, members of the public should be mindful of the following when trying to access our services:
- Please read details on how to contact us (below) to ensure we can handle your complaint or enquiry appropriately
- We are currently working to maintain critical office systems and support staff to work remotely to the maximum extent possible.
- Some of our priorities include communities and individuals disproportionately impacted by the COVID-19 crisis including those in correctional facilities
Find out how we are prioritising our work.
How to contact us:
- Online and email: Anyone wishing to contact our office, including to make a complaint about a NSW public authority or NSW Government-funded community service provider, can do so by using the web form or by emailing the office.
- Phone: Our telephone complaints assessment service is available from 9am to 12pm and 1pm to 4pm Monday to Friday. If we cannot take your call, please leave us a message and we will get back to you within two business days. If you are calling to speak with your case officer or non-complaint handling staff, where appropriate we will take a message for them to call you back. We will continue to review our services while COVID-19 restrictions remain in place.
Before you contact us please make sure that your complaint is in our jurisdiction.
How to contact us (correctional and youth justice centres)
- Inmates of correctional centres and young people held in youth justice centres may continue to access to one of our qualified staff through the direct telephone service provided at their centre.
- For complainants and the general public
- Prioritising our work
- For NSW public authorities, community service providers and other stakeholders
- Training cancelled until further notice
- Alternative arrangements for non-essential face-to-face meetings
- Responses to Ombudsman inquiries and statutory notices