Guidelines for public sector agencies and councils
Guidelines on apologies
The following publications are relevant to NSW public sector agencies and councils and their employees.
All the publications listed below are free. You can download a publication by clicking on the link, or order a hard copy by using the publications order form or phoning our office on 9286 1072.
Fact sheets for public sector agencies
- Public sector agency fact sheet No 1: Apologies
- Public sector agency fact sheet No 2: Bad faith, bias and breach of duty
- Public sector agency fact sheet No 3: Conflicts of interests
- Public sector agency fact sheet No 4: Discretionary powers
- Public sector agency fact sheet No 5: Enforcement
- Public sector agency fact sheet No 6: Frankness and candour
- Public sector agency fact sheet No 7: Gifts
- Public sector agency fact sheet No 8: Handling complaints
- Public sector agency fact sheet No 9: Investigation of complaints
- Public sector agency fact sheet No 10: Jurisdiction and functions of the Ombudsman
- Public sector agency fact sheet No 11: Knowledge of wrong conduct
- Public sector agency fact sheet No 12: Legal advice
- Public sector agency fact sheet No 13: Maladministration
- Public sector agency fact sheet No 14: Natural justice/procedural fairness
- Public sector agency fact sheet No 15: Oversight of public administration
- Public sector agency fact sheet No 16: Public interest
- Public sector agency fact sheet No 17: Quality Customer Service
- Public sector agency fact sheet No 18: Reasons for decision
- Public sector agencies fact sheet No 19: Security of information
- Public sector agencies fact sheet No 20: Transparency and accountability
- Public sector agencies fact sheet No 21: Useful tips
- Public sector agencies fact sheet No 22: Very difficult complainants
- Public sector agencies fact sheet No 23: Whistleblowing
- Public sector agencies fact sheet No 24: Expectations in service provision
- Public sector agencies fact sheet No 25: Youth participation
- Protected disclosures fact sheet: Am I dealing with a protected disclosure?
- Information sheet: Protection of whistleblowers
- Fact sheet: Thinking of blowing the whistle? (Agencies)
Fact sheets for councils
- Council fact sheet 1: Having trouble with unlawful development activity?
- Council fact sheet 2: Unhappy about a proposed development?
- Council fact sheet 3: Having trouble with a development application?
- Council fact sheet 4: Having trouble with your rates and charges?
Some of the guidelines are available electronically. Click on the link below for a PDF copy.
- The complaint handler’s tool kit
- Investigating complaints: a manual for investigators
- Managing information arising out of an investigation--Balancing openness and confidentiality
- Effective complaint handling
- Managing unreasonable complainant conduct practice manual
- Protected disclosure guidelines (6th edition)
- Options for redress
- Good conduct and administrative practice
- Enforcement guidelines for councils
- Better service and communication for councils
- Guidelines for dealing with youth complaints
- Reporting of progress and results of investigations
