Conducting investigations is a major part of the work of any ombudsman office. The effectiveness and credibility of the office can depend upon the way it handles investigations and reports the outcomes.

Mr Bruce Barbour, New South Wales Ombudsman, spoke on the Practical issues of effective investigation. He remarked, ‘The investigative powers provided to our office are the strongest, most compelling tools we have with which to resolve both one-off and systemic administrative failings … it is important that we conduct the best possible investigations’.

Mr David Bevan, Queensland Ombudsman, noted that an investigation plan was the key to a good investigation. Points to consider:

• prepare an investigation plan before commencing investigation
• the plan should provide a road map—whom, what and how
• the plan will facilitate effective supervision, is part of good recordkeeping and promotes accountability and transparency.

No matter how well thought-out an investigation plan may be, remaining flexible is essential, as investigations rarely proceed as planned. It is important to be prepared to revise the plan—follow the facts rather than try to make the facts fit the plan.

There should never be a ‘one-size-fits-all’ approach to investigation. The approach must depend upon the desired outcome, as well as the nature and scale of the subject matter. A small, targeted investigation relating to a specific issue will require a different approach and plan to a broader, systemic issue, which will require a greater degree of planning, resources and intensive investigation.