Everyone has the right to complain and all organisations managing complaints from the NSW public have a responsibility to effectively respond, that is, in a respectful, transparent and timely way. How an organisation manages a complaint can be just as important to people as the issue they complained about.
The NSW Ombudsman has today released the 4th edition of its Effective Complaint Management Guidelines, a comprehensive guide designed to support NSW public sector agencies, including local councils and community service providers, to strengthen their complaint management processes, and enhance accountability, and customer satisfaction across all public services.
The Guidelines are consistent with the Australian Standard: Guidelines for complaint management in organizations (AS 10002:2022). They provide important information for NSW Government agencies, local councils and NSW Government-funded community service providers to build and strengthen their own complaint management systems.
The Guidelines are supplemented by an e-Learning module and 6 Information Sheets that outline in greater detail the 6 principles for effective complaint management. Organisations can apply these principles to improve complaint management in their specific context. The free e-Learning is available via our website or in a SCORM format for NSW agencies, councils and community service providers to upload directly onto their online learning platforms.
The Effective Complaint Management Guidelines supersedes the Effective Complaint Handling Guidelines, 3rd edition (2017) and the NSW Ombudsman Complaint Management Framework (2015). A checklist for developing and implementing an effective complaint management system, including policies and procedures, also replaces the Model Policy.
The Ombudsman will also be releasing an updated Apologies Guide next month, designed to assist NSW public sector agencies with delivering sincere and impactful apologies. Together with the Guidelines, these additional resources are designed to help agencies improve their complaint management systems, foster trust and deliver better outcomes for the people of NSW.
Download the full Media Release
Download the Effective Complaint Management Guidelines 2024 (4th edition)
Access the e-Learning
Watch the summary video below.
