Consultation closing date and time: 6 February 2023, 23:59.


We have the power to undertake ‘own initiative’ investigations where evidence suggests that there may be systemic service failure or maladministration.  We are now considering undertaking an investigation into the ease of access for carers to,  and the effectiveness of:

  • carer needs assessments
  • health and local authority complaint processes.

The purpose of the investigation would be to identify barriers faced by carers in these specific areas.

Where evidenced, the investigation would identify recommendations for improvements to ensure carers receive effective and timely needs assessments and that carers are able to engage effectively with health and local authority complaints processes.  The investigation would also share any good practice identified to drive improvement across public services in Wales.

We invite comments and responses on the proposed investigation.

Consultation document

You can find details of this consultation in the consultation document below:

  • PDF – click here
  • EasyRead – click here

If you need this document in another format, please contact us at or one of the options shown under ‘How to respond’ below.

How to respond

Please share with us your views by 23:59 on 6 February 2023 in any of the following ways:

  • Complete our online form
  • Email your response to
  • Post your response to: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ,
  • Call us on 01656 644238 and ask to speak to the Own Initiative Lead Officer.