The challenge
A well-executed audit doesn’t just check compliance; it transforms organisations and builds trust where it matters most.
The Victorian Parliament’s Integrity and Oversight Committee (engaged OCM to conduct the inaugural independent performance audit of the Victorian Ombudsman (VO).
The objective: determine whether VO was meeting the requirements of the Ombudsman Act 1973 (Vic) and assess performance across four domains; statutory functions, corporate governance, business processes, and workforce capability.
Timeframes were tight, stakeholders were many and the stakes were high: the VO handles complaints about government, and its promise to be free, fair, and independent is vital for community confidence and trust. OCM got to work, proud to play our role in building public trust and safeguarding the integrity of critical functions like the VO.
How we helped
OCM delivered a bespoke, evidence-based approach that went beyond compliance, delivering a quality audit alongside actionable recommendation. OCM provided a customised, evidence-driven methodology that excessed compliance requirements, offering a thorough audit which was complemented by practical recommendations for improvement. We:
- applied Australian Assurance Standards (ASAE 3100 & 3500) for rigor and credibility
- conducted deep stakeholder engagement across VO leadership, staff, and external integrity bodies
- benchmarked VO against best practice governance and capability frameworks
Results that matter
OCM delivered assurance for Parliament and confidence for the people of Victoria that their Ombudsman is equipped to deliver accountability and fairness.
“The inaugural performance audit of the Ombudsman’s office provides an important review of whether the agency achieved its objectives effectively, economically and efficiently. The audit report clearly demonstrates that the Ombudsman not only met these objectives but exceeded them.” — Dr Tim Read MP, Committee Chair
- Assurance delivered: IOC received a comprehensive, independent assessment confirming VO met legislative objectives in all material respects
- Capability uplifted; Recommendations targeted systemic improvements—outcomes-based performance measures, strategic workforce planning, and a technology roadmap for VO’s complaints management system
- Culture strengthened: Reinforced VO’s strong integrity and ethics culture while positioning it to adapt to future challenges
- Trust assured: the Victorian community can be assured the VO is performing as it should and has publicly committed to acting on OCM’s recommendations to improve complaint handling, governance, and resilience; ensuring government accountability and better outcomes for citizens
Read the full report here.
