Information sheet

Do you have a complaint about a Western Australian Government agency or local government that you can’t fix with them? The Ombudsman may be able to help. Our services are free.

The Ombudsman is an independent and impartial person who investigates and resolves complaints from members of the public about Western Australian public authorities. Public Authorities include:

• WA government agencies including departments, statutory authorities and boards; and
• Local governments including cities, towns and shires. 

What can the Ombudsman investigate? 

The Ombudsman can investigate complaints about the decision making and practices of WA public authorities to find out if they are lawful, fair and reasonable. 

These include complaints about public services such as:

• education
• housing 
• local government
• transport
• child protection
• prisons
• health

Is there anything the Ombudsman cannot investigate?

We cannot investigate complaints about: 

• Private individuals or organisations such as banks, shops, trades people or neighbours;
• Decisions by Government Ministers, courts of law and some other officials; or
• Matters that can be dealt with by a court or tribunal or matters older than 12 months (some exceptions may apply).

If we cannot help you, we will try and put you in contact with someone who can.

The Ombudsman helps public authorities improve their administrative practices for the benefit of all Western Australians by identifying causes of problems and making recommendations for changes to procedures, practices, policies or legislation to prevent similar problems occurring.

The Ombudsman’s services are free to everyone.

Is your complaint confidential?

The Ombudsman’s investigations are subject to strict confidentiality provisions under our governing legislation. The information you provide about the complaint and about yourself will only be used for assessing and investigating your complaint, or as required by law.

How do you complain?

You can telephone our office to discuss the problem. Your complaint must be in writing. You can ask us or someone else to help you if it is hard to write your complaint. You will need to provide us with details of the issue you want to complain about and any relevant documents. A complaint form is available to print or complete online on our website at www.ombudsman.wa.gov.au. You can also write to us or lodge your completed complaint form by post or email.