A person unhappy with how the NSW Ombudsman handled their complaint can ask for a review. In 2003-04, 308 people did, 4.2 per cent of complaints finalised; 64 of those requests concerned police complaints, a function that has since left the Office. In 2024-25 the Office received 16, from 16,658 actionable complaints finalised.
The policy allows one review: "A decision made under 7 above will be final. No complainant will be permitted to seek another review in relation to a complaint that has already been reviewed. No further reviews or appeals will be considered." The Ombudsman Act gives no right of appeal, and it does not authorise the parliamentary committee that oversees the Office to reconsider a decision not to investigate a particular complaint.
The Office aims to finish reviews within three months. It managed 25 per cent in 2023-24 and 36 per cent in 2024-25. Apart from the police complaints, the annual reports give no reason for the fall in requests, and they do not say how many requests are declined before review.
Sources: Annual Reports 2003-04 pp 18-19; 2023-24 p 38; 2024-25 p 40; Review of Ombudsman decisions about complaints, version 5A, 30 October 2025, p 2; Ombudsman Act 1974 s 31B(2).