Agency Performance - Strengthen the organisation and achieve corporate best practice
As an organisation dedicated to advocating for children and young people, it is essential that our internal systems and structures are as strong and effective as the work we do externally. This section highlights our ongoing efforts to strengthen the organisation and achieve corporate best practice, ensuring that we remain accountable, sustainable and equipped to deliver meaningful outcomes for children and young people.
To achieve corporate best practice, we have strengthened our governance frameworks, enhanced our risk management strategies and compliance processes, and improved our financial accountability. We are also investing in workforce capability through targeted professional development for staff. This includes the enrolment of all staff in The Skills Academy programs as well as the rollout of a comprehensive health and wellbeing assessment to support a resilient and high-performing workforce.
We continue to offer training that develops our team both professionally and personally, including a whole-of-organisation focus on psychosocial safety in the workplace, which all staff undertook this year.
We are also reviewing our Service Level Agreements to strengthen the quality and effectiveness of corporate service delivery, including the finance, information technology and human resources functions. Complementing this work, an external policy review is underway to ensure that our frameworks remain contemporary, compliant and fit for purpose.
Our team has also begun embedding a more consistent approach to performance and accountability as well as continuous improvement across the organisation, ensuring that our systems support both strategic priorities and day-to-day operations.
We are proud to be an inclusive and culturally diverse workplace and are committed to strengthening this representation in the coming year.
Internships
Our internships offer a unique and enriching experience, providing students with valuable insights into advocacy, policy development, research and community engagement. In 2025-26, the Commissioner hosted 16 interns in the policy, research and evaluation teams from the McCusker Centre for Citizenship, Edith Cowan University, Curtin University and the University of Western Australia. The interns were involved in various projects to complement their studies, including the Profile of Children and Young People in Western Australia.
We were pleased to support a Solid Futures Trainee and a School-Based Trainee over the past year, both of whom have shown strong commitment to their development and future careers. Bart, our Solid Futures Trainee, successfully completed his program, graduated and has secured a permanent position within the WA Government. Layla, our School-Based Trainee, is nearing the completion of her one-year placement. During her time with us, Layla has gained valuable skills and knowledge, and has made a meaningful contribution to the team. We are committed to supporting young people by providing real and meaningful work experience opportunities. Having young people in the office truly enhances the work we do and how we approach it.
Our interns for 2025-26 included:
- Bart – Solid Futures Trainee
- Layla – School-Based Trainee
- Sahithya Prabhakaran
- Shreya Patel
- Shijin (Alex) Wang
- Arzoo Arzoo
- Mayuri Sanjay Dakhane
- Shashwath Shiva Prakash
- Meg Howard
- Jigar Dhirajkumar Salunke
- Tsz Ki Skylar (Mayki) Lin
- Jessica-Monique Bojanjac
- Dhana Violeta Wurttele Pariona
- Lara Arndt
- Brodie Berson
- Ivy Qi
- Fatima Inam
- Kate Fisher
Case study: Jessica-Monique Bojanjac
I have had the absolute pleasure of undertaking a semester-long McCusker Foundation internship at the Office of the Commissioner for Children and Young People, as part of my Bachelor of Philosophy (Hons) studies at the University of Western Australia. My time with the Commissioner has been incredibly rewarding, allowing me the opportunity to apply my existing knowledge of research, legislation and policy to a practical setting while making truly meaningful change in the process. In developing a pilot phase for the 2025-26 Complaints Management Project, I have tackled and overcome complex real-world problems, providing me with skills I will carry into my future studies and career in law.
I am grateful to have learnt, through hands-on experience, about the meaningful work that the Commissioner undertakes in advocating for children and young people and amplifying their voices. Working alongside such a joyous, committed group of people has been such a delight, and I am remarkably appreciative of the support I have received from the Policy Team and beyond, throughout my time here.
I would like to sincerely thank everyone at the Office of the Commissioner for Children and Young People, the McCusker Foundation and the University of Western Australia for this valuable, enriching experience!
Focus on the Complaints Monitoring Project
The Commissioner initiated the 2026 Complaints Monitoring Project, which aims to strengthen the Office's ability to identify systemic issues affecting children and young people through analysis of complaints data across government and community services. The project represents a strategic shift from reviewing complaints systems to monitoring trends and themes in complaints made by children and young people.
During 2025-26, work focused on scoping the project, including developing a monitoring framework, identifying potential data sources and engaging with agencies to support consistent, de-identified data collection to inform future analysis and advocacy.
Leading by example
An easy-to-read complaints flowchart is also available on the Commissioner's website explaining the process in clear language and visuals. It is also sent to complainants under 18 years of age.
For those seeking more detailed information, links to the Commissioner's complaint policies are clearly listed on the relevant webpage.
Given the nature of the complaints, particularly those involving children and young people, it is extremely important that conversations and the auto-response are 'humanised' by using personable language and acknowledging the Commissioner's commitment to improving the wellbeing and safety of children and young people.
All communication is grounded in inclusivity and respect for the diversity of culture, gender, background and age.
Every opportunity is taken to encourage children and young people to understand that their voice matters and their complaints should be heard. The Commissioner distributes information wherever possible and relevant, particularly through her events and activities in schools, colleges and forums.
Complaints handling
Under the Commissioner for Children and Young People Act 2006, the Commissioner is restricted from advocating on behalf of individuals. The Commissioner's team therefore work hard to help by connecting people to services that can provide support or address their complaints.
However, the Commissioner monitors incoming complaints and enquiries, and advocates on systemic issues identified through this process. Among the complaints received in 2025-26, key themes included child safety and protection concerns, breaches of privacy, bullying in schools, racism and poor experiences with service providers.
The Commissioner received 46 complaints over the past year, two of which were from children or young people. Two of the complaints related to the Commissioner, whereas the remainder concerned government and non-government agencies.
Complaint received by email
- Humanised auto-response email sent within three days, which includes the contact details of relevant support services and a commitment to follow up within 15 days.
- Complaint recorded in Records Management.
- Complaint forwarded to Commissioner's delegate.
- Commissioner's delegate sends a personalised email addressing the specific issue and providing further information.
Complaint received by phone
- Commissioner's delegate discusses issues with complainant to resolve.
- If unresolved during the call, the delegate sends a personalised email to the complainant to follow up the conversation with acknowledgement and further information.
Find out more: Speak up, your voice matters.