This audit finds that neither the Office of the Public Guardian nor the Public Trustee of Queensland had properly designed their complaints management systems for people with impaired capacity.

​The results of the VRQA's 2020 client and stakeholder research are now available. Clients and stakeholders reported generally high levels of satisfaction with their performance in 2020, and continued to perceive them as a fair and effective regulator.

This summary report provides an overview of the key statistics, and summarises the latest information on how Indigenous Australians are faring, drawing from the Health Performance Framework (HPF) performance measures.

From the onset of the COVID-19 pandemic in Australia, the Australian Public Service (APS) workforce had to adapt within a short timeframe to a new operating environment and position itself to handle a surge in demand for government services. The audit objective was to assess the effectiveness of the management of the Australian Public Service...

This whitepaper highlights the challenges experienced by complaint handlers under increasing pressure to empathically support customers facing ongoing vulnerability and financial hardship.