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Lessons learned and shared about good complaint handling - Commonwealth Ombudsman Report

Tuesday 10, Mar 2020

The Ombudsman initiated a pilot Complaint Assurance Project in February 2019 with the aim of fostering agency-led improvements in complaint handing. The newly released report is a review of how a selected number of government agencies have handled complaints referred to them by the Commonwealth Ombudsman. 

Areas for improvement were identified and have been shared along with common issues and how to avoid them. The report aims to assist other agencies to reflect on their own complaint handling practices as well as providing ideas for addressing issues they might be experiencing.

Read Complaint Assurance Project report by the Commonwealth Ombudsman