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We produce a variety of resources to assist organisations with complaint handling and improving public administration. Browse our resources below.
All resources
Managing unreasonable conduct by a complainant
Guidance
This manual provides an extensive range of strategies for dealing with UCC, including in circumstances where it is not possible to terminate services to a complainant.
Supporting people from culturally and linguistically diverse backgrounds to make complaints factsheet
Brochure
People from culturally and linguistically diverse (CALD) backgrounds can sometimes struggle when it comes to making a complaint about government services. This brochure provides information on how you can help them overcome some of the barriers they may face.
Community Services - Handling complaints - NSW Ombudsman
Fact sheet
This fact sheet sets out the types of community service complaints that the NSW Ombudsman can help with. It explains who can complain to us and gives examples of those who complain to us and the types of complaints they have. The fact sheet tells you what the Ombudsman can do with you complaint and how we can help you.
Good conduct and administrative practice - Guidelines for state and local government
Guidance
These guidelines explain the principles and provide advice informed by administrative law, the work of the Ombudsman over the past 40 years and, where relevant, the expertise of other accountability bodies – about their practical application in the public sector.
Enforcement guidelines for councils - December 2015
Guidance
These good practice enforcement guidelines have been developed to help councils act promptly, consistently and effectively in response to allegations of unlawful activity.
Complaint handling at universities: best practice guidelines
Guidance
The guidelines, developed in consultation with universities and their staff and student organisations, will assist universities to make their complaint handling systems more robust for their own protection and advancement.
