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We produce a variety of resources to assist organisations with complaint handling and improving public administration. Browse our resources below.
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Apologies Guide
Guidance
This guide is about apologies: what they are, why they matter, and what to consider when preparing an apology.
Effective Complaint Management Guidelines
Guidance
A practical guide to developing a complaint management system and handling complaints.
6 Principles for Effective Complaint Management - Principle 1 - Respectful treatment
Fact sheet
This fact sheet provides guidance for organisations about the first principle of Effective Complaint Management: Respectful treatment.
6 Principles for Effective Complaint Management - Principle 2 - Information and Accessibility
Fact sheet
This factsheet provides guidance for organisations about the second principle of Effective Complaint Management: Information and Accessibility.
6 Principles for Effective Complaint Management - Principle 3 - Communication
Fact sheet
This fact sheet provides guidance for organisations about the third principle of Effective Complaint Management: Communication.
6 Principles for Effective Complaint Management - Principle 4 - Taking ownership
Fact sheet
This fact sheet provides guidance for organisations about the fourth principle of Effective Complaint Management: Taking ownership.
6 Principles for Effective Complaint Management - Principle 5 - Timeliness
Fact sheet
This fact sheet provides guidance for organisations about the fifth principle of Effective Complaint Management: Timeliness
6 Principles for Effective Complaint Management - Principle 6 - Transparency
Fact sheet
This fact sheet provides guidance for organisations about the sixth principle of Effective Complaint Management: Transparency.
The Ombudsman's role in community services
Fact sheet
This fact sheet provides an overview of our role and sets out the community services that we cover. It explains what the NSW Ombudsman can do, including dealing with complaints and reviewing complaint-handling systems. It also sets out how we assess standards of services and conduct.
Direct referral
Fact sheet
This fact sheet discusses what happens when the NSW Ombudsman makes a direct referral of a complaint to an agency. It explains why we make a direct referral and the process after we have done so. The fact sheet also tells you when to expect a response from the agency, and what to do if this does not happen, or you are not happy with the response.
Providing inclusive and accessible complaint handling
Fact sheet
This fact sheet gives practical advice to complaint handlers to make it easier for people with disability to make complaints and receive a quality response. It sets out the right of people with disability to make a complaint and the relevant legislation.
Casebook July 2024: Investigations and complaint-handling case studies
Case studies
Casebook July 2024: Investigations and complaint-handling case studies provides a summary of investigations conducted and a sample of complaints handled by the NSW Ombudsman from 1 October 2023 to 30 June 2024.
