Better practice guides

  • Decision-making better practic guide thumbnail

    Automated decision-making better practice guide

    This guide was originally published in February 2007 by a cross agency Working Group, building on the Administrative Review Council (ARC) Report No. 46 to the Attorney-General entitled Automated Assistance in Administrative Decisionmaking. The ARC Report contained 27 best practice principles for ensuring that automated assistance in decision-making is consistent with administrative law values. This guide, updated in 2019 by the Commonwealth Ombudsman, the Office of the Australian Information Commissioner and the Attorney-General’s Department, remains focussed on practical guidance for agencies aimed to ensure compliance with administrative law and privacy principles, and best practice administration. It draws on the experience of our agencies in overseeing the rollout of digital programs, and includes references to the complementary resources that have been developed since 2007. A number of other Commonwealth departments and agencies provided comments on the updated guide and we thank them for their assistance.
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  • Better practice guide to complaint handling

    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.

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  • Better practice guide to managing unreasonable complainant conduct

    Better practice guide to managing unreasonable complainant conduct

    This manual is designed to help organisations and their staff take a systematic and consistent approach to managing their interactions with complainants. It provides a series of suggestions and strategies to assist all staff members—not just frontline officers—to deal with complainants, in particular those who behave unreasonably.
    The strategies have been developed by complaint handlers for complainant handlers, and although the focus of this manual is on the public sector, the suggested strategies may be equally applicable to customer and private sector situations.

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  • Better-practice-complaint-handling-for-education-providers

    Better practice complaint-handling for education providers

    The Overseas Students education providers better practice complaint-handling guide is a checklist and workflow of industry best practice advice.

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  • Complaint-handling-at-universities-Australasian-best-practice-guidelines

    Complaint handling at universities: Australasian best practice guidelines

    The Australasian best practice guidelines for complaint handling at universities are tailored specifically for universities and are intended to assist them to make their complaint-handling systems more robust and effective. The purpose is not to infringe on the independence of universities, but to identify best practice minimum standards that will protect the rights of students, staff and the university itself.

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