Casebooks contain a sample of the outcomes that we achieve for Queenslanders through our investigations.
Case studies are a tool for shared learning that help build greater knowledge in agencies to improve decision-making and administrative processes.
We have included an ‘Ombudsman insight’ alongside many of the case studies, noting issues such as the importance of providing clear reasons for decisions, conducting genuine reviews of decisions, and keeping records.
Casebook 2022: Helping agencies to improve decision-making (April 2022) (PDF 2.9MB)
Casebook 2020: Helping agencies to improve decision-making (February 2021) (PDF 8MB)
We also publish Perspectives and Community Perspective. These newsletters are tailored to specific groups and provide more news, tips and advice on good decision-making and complaint management.