Introduction to the toolkit
This toolkit has been developed to support members of culturally and/or linguistically diverse communities to understand the role and services of the NSW Ombudsman. It is also available for anyone who works with or supports culturally and/or linguistically diverse communities, including those who provide educational, legal or advocacy services.
The Toolkit
Video
An introduction to the NSW Ombudsman, what we do and what we can do for you:
A link to the above video is here. Organisations and individuals are welcome to share it with their networks.
Here are some suggested social media posts that make it easy to share the information about the NSW Ombudsman’s role in assisting members of culturally and/or linguistically diverse communities:
LinkedIn - Are you a member of a culturally and/or linguistically diverse community, know, or support people who are? The @NSWOmbudsman is here to help. See the video to understand the things you can ask us about, or complain to us about.
Facebook - Are you a member of a culturally and/or linguistically diverse community, know, or support people who are? The @NSWOmbudsman is here to help. See the video to understand the things you can ask us about, or complain to us about.
Distribute and hang these posters where members of culturally and/or linguistically diverse communities can easily scan to find more information about the NSW Ombudsman’s role.
If you are interested in up-skilling in complaint handling, management, resolution, please consider one of the following NSW Ombudsman training courses:
Fundamentals of Complaint Handling
For frontline staff, supervisors or managers in public, community or private sector organisations who need to effectively handle customer complaints and engage with complainants.
Managing unreasonable conduct by a complainant
For supervisors and managers responsible for setting a complaint handling policy and strategy. If you are frontline staff and/or have not completed any training in complaint handling, we recommend you complete ‘Fundamentals of complaint handling’ before undertaking this course.
Effective Complaint Management Systems
Learn what an effective complaints management system looks like, and how to implement one in your organisation.
Fact finding for complaint management
This course provides you with an understanding of the three stages of complaint handling, and the tools to conduct complex inquiries into a complaint.
Information about the types of complaints we can help with are available here – note that the website allows for dynamic, whole-of-site, translation so it is possible to read this in over 50 languages.
Any person with a genuine interest can contact the Ombudsman to make a complaint about a service provided or funded by most NSW Government agencies, departments, local councils and community service providers.
Understanding what we do with your complaint available here.
Steps and information on how to make a complaint available here. This page will help you understand the complaint process, including how to get help with making a complaint.
If we can’t help with your complaint, there are other agencies and organisations who can available here.
Download our factsheet - Supporting people from culturally and linguistically diverse backgrounds to make complaints here.
Feedback and training enquiries
For enquiries or feedback about the toolkit, or other engagement opportunities: engagement@ombo.nsw.gov.au
For training enquiries: training@ombo.nsw.gov.au
