Strategies

In February 2023, we published a mid-point refresh of our Strategic Plan 2020–25. The revised strategic plan identifies the outcomes we need to achieve to help realise our vision: that everyone receives the right services and fair treatment from those we oversight.

Our vision is aspirational.  While we can contribute towards it, we have limited influence over whether it is realised. For that reason, we focus our efforts on the set of 4 outcomes that support the realisation of our vision:

1. Complaints to us are resolved effectively and individuals are satisfied with our service.
2. Public authorities and community service providers are held to account for serious wrong conduct.
3. Improvements in public administration and community services delivery occur as a result of our work.
4. Parliament gets support from us in the exercise of its functions.

Read: Strategic Plan 2020–2025

We are committed to serving all people and communities in NSW and so we are pleased to publish our 2024-2026 Community Engagement Strategy with a special focus on:

• Aboriginal people and communities 
• people from culturally and linguistically diverse communities including newly arrived migrants and refugees
• people in or recently released from custody 
• children and young people 
• people with disability. 

The strategy focuses on actions to ensure vulnerable groups in the community are aware of our services and know how to make complaints to us. It leverages relationships and networks with service providers and advocacy groups and demonstrates our commitment to listening, providing accurate and meaningful information and engaging with members of the public and communities across NSW. 

Read: Community Engagement Strategy

Our Multicultural Plan outlines a range of activities to enhance our staff diversity, develop a more inclusive workplace and improve the way we work with people from culturally diverse backgrounds. The Multicultural Plan has a range of initiatives to ensure that members of the public, including people from culturally diverse communities, understand our role, can access our services, and have trust and confidence that we will help.

Read: Multicultural Plan