Strategic plan 2021-25

Queensland Ombudsman Strategic Plan 2021-25 (PDF 260.9KB)


We strive to be an agent of positive change for fair and accountable public administration in Queensland.


To investigate administrative decisions, help agencies improve their practices, and oversee the system of public interest disclosures.


  • Independence
  • Integrity
  • Respect
  • Quality


  • Improve administrative processes and decision‑making
  • Improve public interest disclosure management
  • Be a sustainable and capable organisation


  • We help people to know how and when to make a complaint
  • We help agencies by providing training, advice and information
  • We proactively engage with agencies
  • We conduct timely, independent, effective and just investigations
  • We clearly communicate effective recommendations
  • Our workforce is skilled, safe and engaged
  • We innovate and harness technology to drive continuous improvement
  • We embed a culture of accountability and performance
  • We respect, protect, and promote human rights in our decision-making and actions

Key performance indicators

  • Timeliness and effectiveness of investigations and recommendations
  • Utilisation and effectiveness of training and advice
  • Effectiveness of engagement activities
  • Employee satisfaction
  • Improvement projects completed

Risks and opportunities

  • More actively engage with agencies, while maintaining our reputation for independence
  • Capacity to invest in our people and systems while continuing to improve the quality, timeliness and accessibility of our services
  • Establishing a proposed new area of service, the Inspector of Detention Services

Previous Strategic Plans

Last updated: Wednesday, 20 April 2022 8:52:40 AM