In May and June 2000 the NSW Ombudsman surveyed everyone whose complaint its general team had determined in the previous year. Thirty-two per cent replied. "Only 56% of respondents said that the reasons for our final decisions were clearly explained." "The level of confidence in the knowledge and expertise of staff was only 43%."
Twenty-five years later the Office's survey asks different questions, so the results cannot be compared directly. In 2024-25, 33 per cent of people who made an actionable complaint were satisfied with the level of service and 42 per cent agreed the Office had treated them fairly.
The agencies the Office oversees rate it more highly than complainants do. In 2024-25, 80 per cent of responding agencies said its complaint handling was impartial and fair.
Sources: Annual Report 2000-01 pp 14-15; Annual Report 2024-25 pp 58-59.