We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.
Everyone has a right to complain. We know that people who have their complaint managed well have higher than average overall customer satisfaction. Complaints are valuable as they help organisations to better understand customer needs and improve service delivery. Effectively responding to complaints reassures customers that your organisation is committed to addressing and resolving problems. By creating an environment that encourages feedback and complaints, you will enhance public confidence in your organisation.
Creating this positive complaint management culture requires the active commitment of organisational leadership at the highest level.
An effective complaint management system:
One of our key functions is to support NSW government organisations, and the services that they fund, to improve how they respond and manage complaints. We have developed good practice resources and training to assist these organisations and service providers to implement effective complaint management processes and policies.
An effective complaint management system is one that can respond to the diverse needs of people accessing a service in a fair, respectful, timely and transparent way. The NSW Ombudsman’s Effective Complaint Management Guidelines is a resource to assist NSW Government organisations and service providers to build and strengthen their complaint management systems. The term ‘organisation’ applies to an individual NSW department, agency, office or service provider.
Whether you are a senior executive, a manager or a frontline staff manager, this guide gives practical advice on the best way to respond to complaints from members of the public. It explains the key principles and components of an effective complaint handling management system.
We also have guidance for organisations to manage unreasonable conduct by a complainant and public interest disclosures.
The 6 complaint handling principles aim to ensure a consistent approach to complaint handling across the NSW public sector.
Based on what matters most to customers, the principles form the foundation of an organisation’s complaint management system.
Our free e-learning course provides an introduction to the core components of effective complaint management.
The course will help you to:
The e-learning is also available as a Shareable Content Object Reference Model (SCORM) package which can be uploaded to your Learning Management System (LMS). Contact our training team for more information.
Start to understand Effective Complaint Management
We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.