CHAPTER 8challenges in complaint handling

Staff training

Staff training is equally important to the efficient handling and investigation of complaints. This will be a feature of the new Public Contact Team, with staff in that team being specially trained in telephone work, in identifying issues, and in identifying practical remedies for resolving problems with government.

Over the past two to three years, two other training programs have been developed for all staff—a basic course in complaint handling and investigation, and an advanced investigation course. While these courses have been successful, it can be difficult in a national office with eight separate offices to ensure that all staff (particularly new staff) have the opportunity to undertake a course at an appropriate time. This problem is heightened when (as at present) there is both an expansion in staff numbers and a turnover of existing staff. To deal with this, we are currently investigating the delivery of training through 'online modules', which will make training materials more readily available in the location and in the timeframe required for new staff in any of our offices across the nation. We are also putting increasing emphasis on orientation training and initial training.

Another dimension of the training program is that it has been integrated with the international program of engagement with other ombudsman offices in the south-east Asian and Pacific Regions. Staff from some of those ombudsman offices have regularly joined the training courses being run in our office. Conversely, our staff have spent time in the other ombudsman offices, providing training and support.