State Plan resources
We have produced a number of guidelines and fact sheets on issues relating to complaint handling. These resources promote best practice in complaint handling and assist agencies in developing appropriate complaint handling procedures. Click on a link below to access a copy of the particular resource:
- Apologies, a practical guideline
- Investigating complaints: a manual for investigators
- Effective complaint handling
- Options for redress
- Good conduct and administrative practice
- Public sector mediation
- Public sector agency fact sheet No 1: Apologies by public officials and agencies
- Public sector agency fact sheet No 2: Bad faith, bias and breach of duty
- Public sector agency fact sheet No 6: Frankness and candour
- 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 14: Natural justice/procedural fairness
- 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 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 24: Expectations in service provision
A range of the resources listed above forms part of The Complaint Handler's Toolkit (second edition). Click here to access our online publications order form.
We conduct a number of workshops on complaint handling for public sector agencies. Click on a link below to find out more about these workshops:
- Complaint handling for front line staff
- Dealing with unreasonable complainant conduct
- Art of negotiation
The NSW Ombudsman office, in conjunction with all other Australian Parliamentary Ombudsman offices, is in the process of trialling a new approach to unreasonable complaint conduct. To find our more about this project and to order a copy of the Managing Unreasonable complainant conduct practice manual, click on the link below:
