Complaint Handling Forum

The Commonwealth Ombudsman’s Complaint Handling Forum is back in 2024!

We are developing the program for the 2024 forum and will release more details soon.

The 2023 program, themed ‘Achieving success in complaints’, was delivered in four virtual sessions, and featured expert speakers from a variety of backgrounds who shared both practical and strategic insights on complaint handling:

  • Commonwealth Ombudsman Iain Anderson and Victorian Ombudsman Deborah Glass opened the forum by sharing their perspectives on achieving success in complaints
  • Session 2, by author and researcher Claire Madden, was about designing systems, processes and services to meet the needs of Generation Z
  • Session 3, by Salli Browning of the NSW Ombudsman’s Office, was about managing and de-escalating conflict in complaints
  • Session 4, by author and expert Monique Richardson, was about getting back to basics in customer service in complaints.

Keep an eye out here and on X @CwealthOmb for details and ticket information for the 2024 Complaint Handling Forum.