The Office of the Public Advocate does not fully understand the time, costs and amount of work it needs to deliver its services. This limits its ability to strategically plan and allocate its resources.

The office can also improve how it manages and monitors its services to make sure it protects and promotes the rights and interests of its clients.

Strong and timely engagement is essential to ensure the Office of the Public Advocate makes good decisions that enact a person's will and preferences where practicable and promote their human rights.

But we found the office has not met its target timeframe to allocate cases. And there are gaps in its timeliness and engagement with its clients. These issues mean the office cannot be sure that it is always delivering its mandate and meeting the needs of vulnerable adults. 

This section summarises our key findings. Sections 1 and 2 detail our complete findings, including supporting evidence. 

When reaching our conclusions, we consulted with the audited agencies and considered their views. The agencies’ full responses are in Appendix A. 

We made 13 recommendations to address 3 key issues. The relevant agencies have accepted our recommendations in full or in principle. 

Download a PDF copy of Appendix C: Audit scope and method.

Download a PDF copy of Appendix B: Abbreviations, acronyms and glossary.

Download a PDF copy of Appendix A: Submissions and comments.