Complaint handling resources
We produce a range of complaint handling resources to assist agencies handling complaints and resources for the community.
Complaint handling information for agencies
- Applying the commitments information - fact sheet
- Apologies - fact sheet
- Apologies a practical guide – 2nd edition – guideline
- Complaint management framework and model policy - June 2015 guideline
- Effective complaint handling guidelines
- Handling complaints – fact sheet
- Investigation of complaints – fact sheet
- The importance of respect in effective complaint handling – fact sheet
- Tips for accessible complaint handling – fact sheet
- Tips for local councils – building a best practice complaint management system – fact sheet
Complaint handling information for the community
- Are you an international student who has been excluded from your University and TAFE course?
- Auslan
- Complaints about social housing – fact sheet
- Complaining to the NSW Ombudsman about NSW government agencies and local councils – fact sheet
- Do you want to make a complaint? – brochure
- Got a complaint? – youth brochure
- Handling complaints – easy english
- Have you got a problem with a NSW agency? – brochure
- Having trouble with unlawful development activity? – fact sheet
- Having trouble with your rates and charges? – fact sheet
- Multilingual complaint brochure
- Smart complaining information sheet
- Talk to us! – Aboriginal brochure
- The rights stuff tips for solving problems and making complaints
- Unhappy about a proposed development? – fact sheet
- University complaint handling guideline
Managing unreasonable complainant conduct
NSW Ombudsman role
- Complaint assessment criteria – fact sheet
- Monitoring and assessing OCHRE – information sheet
- Ombudsman inquiries frequently asked questions – fact sheet
- Overview of Ombudsman investigation process
- Oversight of public administration – fact sheet
- The NSW Ombudsman and the NDIS
- The NSW Ombudsman and the NDIS – easy english
- The Ombudsman's role in community services – easy english
Public administration
- Good conduct and administrative practice - Guidelines for state and local government
- Maladministration – fact sheet
- Reporting on progress and results of investigation – balancing openness and confidentiality -guideline
