This article discusses the increasingly important role of complaints professionals who play an important role for consumers as an essential connection point between consumer, organisation, industry and community.

With the new Federal Government’s commitment to the Statement from the Heart, there is a need for new narratives that support the healing of the Indigenous-State relationship in Australia to support better ways of governing that are grounded in mutual respect.

As his role leading the COVID-19 Response, Compliance and Enforcement operation for Department of Health comes to an end, Chris Webb reflects on the ways in which regulating during a crisis might inform day to day processes.

Given the inevitable growth of virtual and hybrid services in the context of place-based service delivery, this report argues that future government initiatives should consider how virtual services can be included in the design and how they are integrated and interact with face-to-face components.

This article summarises a panel discussion about the state of regulation systems in Australia, suggesting that, while the 'responsive' regulator ideal is attractive, it may not be enough. It also asks whether the social compact about regulation has changed in late-COVID Australia.