Better practice guide to complaint handling
In 1997 the Ombudsman published the Good Practice Guide to Effective Complaint Handling, created to address the failure of most government agencies to establish effective internal complaint handling mechanisms.
Substantial change has occurred since then, and agencies now accept that complaint handling is a necessary part of service delivery. This is reflected in the well-developed complaint handling systems that now operate in Australian government agencies.
This Guide builds on that network by defining the essential principles for effective complaint handling, and can be used by agencies when developing or evaluating their complaint handling systems.