The general division

Our general division does a broad range of work with public sector agencies and handles the bulk of our telephone inquiries. For example, they:

• resolve, conciliate and investigate complaints about all NSW state and local government agencies (except the police), including complaints about freedom of information applications and protected disclosures
• provide advice or assistance to people who telephone or visit our office to make inquiries
• provide advice and guidance to agencies on issues relating to good administration and complaint handling
• audit records of investigative agencies undertaking covert operations and using telephone intercepts
• hear appeals and handle complaints from participants in or applicants to the witness protection scheme
• visit juvenile justice centres and correctional centres
• conduct customer service audits
• provide training in conducting investigations and complaint management
• provide briefings and consultancy services to international complaint agencies and visiting delegations.

Click here to see a flow chart of the structure of the general division.