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https://www.ombo.nsw.gov.au/__data/assets/pdf_file/0017/5813/BR_Complaint-Handling-Kit-CS-CRAMA-Brochure-2013-web.pdf
6 NSW Ombudsman Complaint handling toolkit for community service organisations The complaint handling policy Key elements of a complaints policy Commitment Make a strong statement about the commitment of the service to the efficient and fair resolution of complaints. Complaints are to be encouraged and seen by everyone in the organisation as an
https://www.ombo.nsw.gov.au/complaints/Complaint-handling-resources
NSW Ombudsman role. Complaint assessment criteria – fact sheet. Monitoring and assessing OCHRE – information sheet. Ombudsman inquiries frequently asked questions – fact sheet. Overview of Ombudsman investigation process. Oversight of public administration – fact sheet. The NSW Ombudsman and the NDIS. The NSW Ombudsman and the NDIS – easy english.
https://catalogue.nla.gov.au/Record/1899137
New South Wales. Office of the Ombudsman. 2000, The complaint handler's tool kit / NSW Ombudsman NSW Ombudsman Sydney, NSW. Wikipedia Citation. ... Request this item to view in the Library's reading rooms using your library card. To learn more about how to request items watch this short online video . Details
https://catalogue.nla.gov.au/Record/3309828
2004, The complaint handler's tool kit / NSW Ombudsman NSW Ombudsman Sydney, N.S.W Wikipedia Citation Please see Wikipedia's template documentation for further …
https://trove.nla.gov.au/work/35309879
The complaint handler's tool kit / NSW Ombudsman. Also Titled. Effective complaint handling. Dealing with difficult complainants. Investigation of complaints. Public sector mediation. Options for redress. Other Authors. New South Wales. Office of the Ombudsman Published. Sydney, NSW : NSW Ombudsman, c2000. Physical Description. 1 v.
https://www.ombo.nsw.gov.au/training-workshops-and-events/our-workshops/complaint-handling-training
Complaint handling training We offer a number of workshops to help increase your understanding of the complaint handling process and develop skills and strategies to effectively deal with complaints and resolve issues.
https://catalogue.nla.gov.au/Record/3307975
The complaint handler's tool kit / NSW Ombudsman; Some tips for making a complaint / NSW Ombudsman; The Adequacy of the Protection Disclosures Act to achieve its objectives / NSW Ombudsman; The complaint handler's tool kit / NSW Ombudsman
https://www.ombo.nsw.gov.au/__data/assets/pdf_file/0010/4213/Investigating-Complaints.pdf
NSW Ombudsman Investigating complaints 2004 iii Foreword Since establishment in 1975, the NSW Ombudsman has received over 160,000 formal written complaints and over 250,000 informal complaints. We have investigated a wide range of matters concerning the conduct and administration of NSW public sector agencies and public officials.
http://www.ombo.nsw.gov.au/complaints
The Ombudsman is not an advocate for complainants. We act impartially and independently of both the agency we investigate and the complainants whose grievances we investigate. We have developed guidelines and other resources to assist complaint handlers and our staff are always available to provide advice and guidance to agencies on how their policies, procedures and complaint handling …
https://lgnsw.org.au/files/imce-uploads/346/Gloucester-Shire-Council-Complaints-Handling-Policy-LGNSW-Amalgamation-Toolkit.PDF
Complaints Handling Policy. Council has adopted a Complaints Handling Policy which details the Policy's objectives, principals, methods and processes; and provides an application form (downloadable below) with which to submit a complaint.
https://www.ombudsman.sa.gov.au/wp-content/uploads/Complaint_Management_Framework.pdf
NSW Ombudsman Complaint handling toolkit for community service organisations (CS-CRAMA) 2013 Disability Services Commissioner Victoria Good Practice Guide and Self Audit Tool 2nd Edition 2013 2 See the research project called ‘Citizens First’ undertaken under the coordination of the Institute of Citizens-Centred Service, Canada for more
https://www.parliament.vic.gov.au/images/stories/committees/AOC/Education_training_and_communications_initiatives_of_Victorian_oversight_agencies/Submission_6_Attachment_B.pdf
The Complaint Handler’s Tool Kit Originally published in 2000, the toolkit brought together a number of resources . developed by the NSW Ombudsman to provide definitive guidance on the major aspects of complaint handling. In developing the guidelines, the then Public Sector Management Office, the Department of Local Government, the Local Government
https://www.ombudsman.gov.au/__data/assets/pdf_file/0020/35615/Better-practice-guide-to-complaint-handling.pdf
COMPLAINT HANDLING BETTER PRACTICE GUIDE COMMONWEALTH OMBUDSMAN 3 ElEmEnt 2—PrInCIPlES A complaint handling system must be modelled on principles of fairness, accessibility, responsiveness and efficiency Complaint handling must also be integrated with the core business of the agency and, where appropriate, with that of other agencies
https://www.ombudsman.gov.au/__data/assets/pdf_file/0019/37351/University-Complaints-Handling-Guidelines-April-2016.pdf
Complaint handling at universities: Australasian best practice guidelines i. Foreword. As the Commonwealth Ombudsman, Australian Capital Territory (ACT) Ombudsman and the Overseas Students Ombudsman, my office has jurisdiction over a number of public and private universities.
https://www.ombudsman.org.uk/about-us/our-principles/principles-good-complaint-handling
Good complaint handling means: Getting it right. Being customer focused. Being open and accountable. Acting fairly and proportionately. Putting things right. Seeking continuous improvement.
https://www.correctiveservices.justice.nsw.gov.au/Documents/complaints-management-policy.pdf
The Complaint Handler’s Toolkit nd(2 ed), NSW Ombudsman, June 2004. Effective Complaint Handling, NSW Ombudsman, June 2004 . Investigating Complaints – A manual for Investigators, NSW Ombudsman, June 2004 . NSW Ombudsman website: www.ombo.nsw.gov.au Fact Sheet: Avenues for Inmate Inquiries and Complaints .
https://www.ombudsman.org.uk/sites/default/files/page/0188-Principles-of-Good-Complaint-Handling-bookletweb.pdf
complaint handling, whether published or internal. Good complaint handling requires strong and effective leadership. Those at the top of the . public body should take the lead in ensuring good complaint handling, with regard to both the practice and the culture. Senior managers should:
https://www.correctiveservices.justice.nsw.gov.au/Documents/Policies/complaints-management-policy.pdf
The Complaint Handler’s Toolkit (2nd ed), NSW Ombudsman, June 2004. Effective Complaint Handling, NSW Ombudsman, December 2010 . Investigating Complaints – A manual for Investigators, NSW Ombudsman, June 2004 . NSW Ombudsman website: www.ombo.nsw.gov.au Fact Sheet: Avenues for Inmate Inquiries and Complaints .
https://www.tpos.co.uk/mem-compliance/complaint-handling-toolkit
It also provides guidance on how to handle complaints better. The toolkit forms part of the TPO ‘Complaints Handling and Reputation Management’ training module which deals with all aspects of complaint handling – from front-line staff to those tasked with investigating and responding to complaints.
https://www.ombudsman.ie/guidance-for-service-providers/model-complaints-system-a/model-complaints.pdf
MODEL COMPLAINTS SYSTEM AND POLICY THE OMBUDSMAN'S GUIDE TO DEVELOPING A COMPLAINT HANDLING SYSTEM 2 MODEL COMPLAINTS SYSTEM This guidance sets out a model for handling complaints. It aims to develop a common approach which is simple, flexible and places emphasis on getting the most appropriate outcome for both service users and service providers.
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