DCJ response to the NSW Ombudsman review of DCJ's complaint handling

Below are statements from DCJ in response to the NSW Ombudsman’s (NSWO) Review of the DCJ Complaint System in respect of its Aboriginal Child Protection functions.

The full NSWO report is available on the NSW Ombudsman’s website.

Final Outcomes Report December 2025

DCJ final update on the NSW Ombudsman review of DCJ’s complaints process

The Outcomes Report provides DCJ’s update on the actions taken in response to the NSW Ombudsman’s Review of the DCJ Complaint System in respect of its Aboriginal Child Protection functions.

The report summarises the improvements made in 2025 to strengthen fairness, accessibility and oversight in child protection and out-of-home care complaint handling.

Download the Outcomes Report (PDF, 1.1 MB)

The report outlines:

clearer and more accessible information about complaint pathways

the introduction of a new complaint management policy framework

timeframes for acknowledging and responding to complaints

stronger system oversight.

These changes support a more consistent, transparent and culturally responsive approach to handling complaints.

The report also sets out DCJ’s priorities in complaint handling for 2026, including:

strengthening the independence of complaint handling

improving accessibility for Aboriginal children and families

implementing a new Safe Complaints Framework.

This work is part of broader reforms across the child protection and out-of-home care system.

DCJ will continue to work in partnership with Aboriginal families and communities to make sure complaints are handled with respect and fairness.

Reform Plan May 2025

A complaint handling system that ensures people are at the centre is vital in the child protection and out-of-home care system. We thank the NSW Ombudsman for producing a report that outlines the complexities of complaint handling related to Aboriginal children and young people at DCJ and the foundational improvements that are needed.

DCJ’s Complaint Management Reform Plan sets our vision for a fair, accessible and responsive complaint management system and addresses Recommendation 1a set by the NSW Ombudsman.

DCJ Complaint Management Reform Plan (PDF, 276.7 KB)

Children, young people, families, carers and communities are at the centre of the plan – where people feel heard, respected and are encouraged to share their experiences. The plan is attuned to the needs of Aboriginal people and will create meaningful change for all complainants.

Under the reform, we will:

work in partnership with Aboriginal stakeholders to make the complaint system more culturally sensitive and accessible, including strengthening training to enhance cultural competency and awareness of bias
consider options for a more integrated complaints management system with more efficient standardised processes
work to improve the effectiveness of complaint handling with clear performance benchmarks, improved acknowledgement, monitoring and follow-up of complaints
explore options to improve data management and system capabilities
improve the independence of our complaint handling processes and explore a central investigation function and formal internal review process.

We acknowledge the critical need to get this right and are implementing a holistic approach to complaints management through a considered implementation strategy.

As we reform the Out of Home Care (OOHC) system, we need a better complaint handling process so we can increase DCJ’s accountability and over time, build confidence in decisions being made.

We look forward to sharing an outcomes report detailing our progress by 1 December 2025, in line with the NSW Ombudsman’s recommendation.

Initial public statement 7 November 2024

DCJ response to NSW Ombudsman review of DCJ's complaints process

The following is our initial public statement in response to the Review of the DCJ Complaint System in respect of its Aboriginal Child Protection functions.

The full report can be read on the NSW Ombudsman’s website.

A formal response detailing how we will address the recommendations is being prepared and will be published within six months, in line with the Ombudsman’s recommendation.

Public statement

Response to the Review of the DCJ Complaint System in respect of its Aboriginal Child Protection functions

A report by the NSW Ombudsman’s Office was tabled in Parliament on 6 November 2024. The report illustrates that the Department of Communities and Justice’s (DCJ) complaint system is not effectively meeting the needs of Aboriginal complainants in the child protection system.

The NSW Ombudsman has produced a report that reflects a deep understanding of the complexities of the child protection system and acknowledges the foundational improvements that are needed. The first of the 58 recommendations – that DCJ develop a plan for overarching system reform – is something that we have started through our new system reform division.

The insights in this report will help DCJ to improve our complaint handling system and capability. Well-functioning complaint handling processes are vitally important in the child protection system. It is critical that Aboriginal complainants feel heard and respected and are encouraged to make complaints about their experiences in the child protection system.

The NSW Ombudsman’s Report acknowledges the many committed and talented DCJ staff whose work handling complaints is often complex, sensitive and emotionally challenging. The Report also acknowledges the work currently underway to address racism within the child protection system.

DCJ acknowledges that there is much work to be done to develop a complaint system that is safe and accessible to Aboriginal people. We know that reform of our complaint system must be done in partnership with Aboriginal people.