The role of the Ombudsman concerns the protection of people’s rights, prevention of harm, improving public services and ensuring good government.

We work with some of the most vulnerable members of the Western Australian community, offering practical insights to decision-makers, to improve the way government services are experienced and delivered. As I complete my first full year as Ombudsman, I am proud to share some of the successes and challenges in our work for 2025-26. 

I am proud of the major investigations, reports and advice we have provided to Parliament. I am especially proud of the amount of metropolitan, rural and regional outreach that was conducted with local communities, to inform people about what we do and how they can access our assistance.

Importantly, all staff contributed to Our Strategy 2026-2029 which sets out the way we will go about our work. It includes refreshed Values and a clear Purpose statement (see page 3). It is a means to hold us accountable and to be transparent about what and why we do things in the community’s name.

A new year, a new function – during the year, the WA government announced an intention for the Ombudsman to be the independent oversight body for a new Child Safe Standards Scheme – a significant step in improving child safety in Western Australia. The new role is subject to parliamentary approval.  Since 1971 when the Ombudsman’s role was first legislated, the role of the Ombudsman has significantly expanded. This is the fourth child and family safety function for the Ombudsman, following child death reviews in 2009, review of family and domestic violence fatalities in 2012, and the Reportable Conduct Scheme from 1 January 2023.

The office helped more people than ever before and faced exponential growth in demand for our services. Complaints about public authorities have increased by 30% during the year. This followed 24% increase in 2024-25. AI (artificial intelligence) assisted complaints is making it easier for the public to make a complaint, but it is also making our work harder. We reached a point where demand growth is no longer episodic but appears structural. 

At the same time, we have assumed significant new responsibilities including as the WA Charitable Trusts Commission and must also commit effort to prepare for the Child Safe Standards Scheme. 

All these reforms and improved accessibility by the public to our services are important and necessary, but they do place great strain on the organisation and our operational and corporate support functions.

We have responded through innovation, improved business processes, a foundational digital uplift and careful prioritisation of resources. However, there are practical limits to the efficiencies that can be achieved. Without ongoing additional investment in people and a truly transformational digital capability, growing demand and expanding statutory responsibilities will increasingly affect timeliness, organisational resilience and our capacity to deliver the level of service expected by Parliament and the Western Australian community.

As we evolve into a more responsive organisation, we are expanding our channels for information and access. We launched a new website which is accessible and easy to navigate. We broadened our social media presence. We visited more regional areas and attended more community events than ever before.

I would like to thank my team for their resilience, dedication and initiative over the last 12 months. This annual report shows only a small part of the hard work they do every day.

I look forward to a successful 2026-27 for my office for the benefit of all Western Australians. 

Bevan Warner

OMBUDSMAN