Good Practice Guide Ombudsman Victorias guide to complaint handling for Victorian public sector agen

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Good Practice GuideOmbudsman Victorias guide
to complaint handling for Victorian public
sector agencies
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The Ombudsman launched this guide

• to identify the key elements that ought to be
  contained within Victorian public sector
  complaint handling systems
• to promote a common understanding of those key
  elements within Ombudsman Victoria and public
  sector agencies

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The guide is available

• as a web based guide to complaint handling for
  agencies in pdf, html and downloadable format
• at www.ombudsman.vic.gov.au
• It may be downloaded and customised for our agency

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Content

• Definitions
• How to use the guide
• Key Features
• Building a system
• How to investigate complaints
• Alternative avenues
• Challenging behaviours

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Appendices-Tools

• Self-Audit Checklist
• Investigation Plan template
• Investigation Report template
• Complaint register template
• Overview of OVs Complaint handling process
• PowerPoint

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The Guide has useful tips and examples of good
practice
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Are we handling complaints effectively?
Source Benefits of effective complaints
management, Queensland Ombudsman Office (2003)
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Are our policy/procedures good?
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How do we comply with indicators?
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Complaints handling?

• Where to now?