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Complaint Handling
Principles
Government services should be of the highest quality possible given the available resources.
Services must be designed around the needs of customers with complaints taken seriously and used to improve service quality.
(Refer to Chapter 7, NSW State Plan)
A complaint is an expression of dissatisfaction with the agency's policies, procedures, charges, employees, agents, quality of service or goods sold or provided. An essential part of providing quality service is an effective complaint handling system.
(Refer to Chapter 1, NSW Ombudsman Complaint Handler's Tool Kit, 2nd edition)
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Note: Priority S8 of the NSW State Plan – Increased Customer Satisfaction with Government Services Strategies to support this Priority S8 include:
The NSW Government is already committed to ensuring that complaints handling procedures satisfy the NSW Ombudsman's guidelines. More information about the key obligations of agencies in relation to this Priority will be provided by the Department of Premier and Cabinet which is the lead agency for this part of the NSW State Plan. |
Key Obligations of Agencies
Report on consumer complaints
Schedule 1 of the NSW Annual Reports (Departments) Regulation 2005 and the Annual Reports (Statutory Bodies) Regulation 2005 require agencies to:
- Report on consumer complaints
Better Practice
Establish an effective complaint handling system
- The NSW Ombudsman has identified the essential features of an effective complaint handling system. Good complaint handling systems aim to resolve complaints within the agency, at the frontline if possible.
- However, good systems will also refer unresolved complaints to external review agencies such as the Ombudsman, or to some alternative dispute resolution procedure or, as a last resort, allow for some other legal remedy.
Lead Agency and Further Help
The lead agency is the Department of Premier and Cabinet. However, your agency may have a policy and/or a person responsible. Refer to them first.
- Increased Customer Satisfaction (Priority S8 of the NSW State Plan) obligations – contact the Department of Premier and Cabinet.
- NSW Ombudsman's Office promotes effective complaint handling in the public sector and has resources to assist in developing an effective complaint handling system.