Events
18 May 2011: Root Cause Analysis Workshop- learn to drill into why complaints occur, with a view to reducing and preventing complaints
SOCAP Australia is delighted to be back in Canberra with a skills training workshop tailored for the government sector. The Government Working Party members are pleased to be able to program this workshop with the support of the Commonwealth Ombudsman. This workshop will be limited to government sector participants only.
Root Cause Analysis Workshop - for government sector participants only
An integrated approach to complaints management - ideal for managers keen to take a proactive approach to preventing complaints.
When: Wednesday 18 May 2011 from 9.30am to 5.30pm
Venue: Commonwealth Ombudsman's Office, 14 Childers St, Canberra City
Do you get tired of hearing the same customer complaint or problem over and over again? Do you feel that sometimes you are merely providing a Band-Aid solution but you know that there is something more at stake? No longer just an issue for the customer relations department, customer complaints can wreak havoc across the entire organisation.
With responses to complaints requiring collaboration and information sharing between departments, it is not surprising that organisations are now also introducing highly collaborative strategies for preventing complaints. Best practice usage of root cause analysis methodology will assist you to identify the real reasons behind problems and complaints. Once identified, there are huge savings to be made from preventing these systemic issues from arising again.
Facilitators: Nicole Cullen and Bill Dee, consultants, with demonstrated expertise in both conducting root cause analysis, and assisting others to conduct root cause analysis.
Contact Amanda or Kathleen in the SOCAP office directly (tel: 03 8687 9060 or email: socap@socap.org.au) to assist with registrations of groups or individuals. Multiple booking and distance discounts apply in some cases.
18-19 March 2010: Australasian and Pacific Ombudsman Regional Conference
About 40 ombudsmen or their equivalents and other colleagues from around the Asia–Pacific met in Canberra, Australia on 18 and 19 March to promote international engagement, liaison and best practice in the pursuit of good governance within our region.
The Australian Office of the Commonwealth Ombudsman hosted the important event—the 1st general meeting of the Pacific Ombudsman Alliance (POA) and the 25th anniversary conference of the Australasian and Pacific Ombudsman Region (APOR).
- View full media release
- Adrian Cunningham—Information Access and Recordkeeping in the Pacific: The Work of PARBICA
- Associate Professor Anita Stuhmcke—Presentation to the APOR Conference
- Beverley Wakem—New Zealand’s specialist Ombudsman function—the OPCAT
- Chris Field—Presentation to the APOR Conference
- David McGee—Review of Reviewers
- Dr. Louis R. Chao—Special powers & reports of the Control Yuan
University O-Week Outreach 2010—visit the Ombudsman information stall
The Australian and New Zealand Ombudsman Association will be visiting the following universities and TAFE campuses during O-week. If you’re in the vicinity, visit the Ombudsman stall for your opportunity to speak to people from telecommunication, energy, water, banking, insurance, public transport, state and Commonwealth Ombudsman services.
| Australian Capital Territory | |
|---|---|
| 4 February | University of Canberra |
| 17 February | The Australian National University |
| Victoria | |
| 16 February | Holmesglen TAFE—Chadstone |
| 23 February | The University of Ballarat—Mt Helens |
| 23 February | La Trobe University—Bundoora |
| 23 February | The University of Melbourne |
| 25 February | Victoria University—St Albans |
| 2 March | Deakin University—Geelong |
| Queensland | |
| 23 February | James Cook University—Cairns |
| 24 February | The University of Queensland—Brisbane |
| 4 March | Griffith University |
| New South Wales | |
| 23 February | Macquarie University—Ryde |
| 24 February | University of Technology, Sydney—Broadway |
| 25 February | The University of New South Wales |
| 1 March | University of Western Sydney— Parramatta |
| Tasmania | |
| 23 February | University of Tasmania—Hobart |
Sydney Gay and Lesbian Mardi Gras Fair Day—Sunday, 21 February, Victoria Park, City Road, Chippendale
If you are worried about your relationship with Australian Government agencies following the introduction of same-sex legislation reforms on 1 July 2009, visit the Ombudsman information stall at Mardi Gras Fair Day 2010. Complaint-handling officers will be available all day to talk to you about your concerns and—when appropriate—help you make a formal complaint about the actions or decisions of an Australian Government agency.
23-24 September 2009: Good > Better > Best National Conference
The Commonwealth Ombudsman’s 2009 National conference brought together policy makers, legal practitioners, community representatives and other expert guest speakers representing public integrity and human rights agencies, and state and industry ombudsman schemes.