Submission to the Commonwealth Department of the Treasury: consultation on ACCC's regulatory reform recommendations

In this submission to Treasury the TIO makes the case to lead world-first Ombudsman service for digital platform complaints.

Tell Touch – a digital health intervention for the aged care sector: an evaluation pilot

This project reports on a pilot evaluation of Tell Touch - a digital communication application. Tell Touch was developed as a feedback and complaints tool for use in aged care homes to protect older residents by measuring the extent of quality care provided and to...

Complaint mechanisms: reporting pathways for violence, abuse, neglect and exploitation

This report provides guidance on the design of accessible and inclusive complaint mechanisms that work as pathways to report violence, abuse, neglect and exploitation of people with disability. It also identifies a series of improvements which could be made to existing complaints mechanisms.

IBAC’s referral and oversight of Emma’s complaints about Victoria Police’s response to family violence by a police officer: special report

This report highlights the experience of ‘Emma’ (not her real name), who was the victim of significant violence perpetrated by her then partner, who was at the time a serving member of Victoria Police.

Ten tips for public sector complaints handling

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.

The COVID-19 pandemic: second report

This report follows on from the report published last year entitled 2020 hindsight: the first 12 months of the COVID-19 pandemic. The NSW Ombudsman's aim has been to look back on the second year of the pandemic and provide an account of what has been...

2020 hindsight: the first 12 months of the COVID-19 pandemic

This report looks back on the first 12 months of the COVID-19 pandemic and report on what we have seen, primarily through the lens of complaints received from individuals about the actions taken by NSW Government agencies.

Responding to complaints from people with impaired capacity

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.

Complaints: the new most valuable asset

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

Submission to the Joint Select Committee on Coercive Control

This submission is focused on two main areas: the experience of adults with disability and older people who are subject to coercive and controlling behaviours; and coercive control in family and ‘carer’ relationships.

Building safe and respectful cultures in disability services for people with disability

This pilot project aimed to learn more about the culture of services for people with disability and identify some practical approaches that might be both useful now and relevant for future development.

Good practice guide to dealing with challenging behaviour: report and guide

This report introduces the Victorian Ombudsman’s new guide for public sector complaints handlers to use when dealing with challenging behaviour.

Setting things right: improving the consumer experience of AHPRA including the joint notification process between AHPRA and OHSC

In March 2014, the Australian Health Practitioner Regulation Agency (AHPRA) commissioned the Health Issues Centre Victoria (HIC) to investigate and make suggestions to improve the consumer experience of the National Scheme that regulates health practitioners.
Conference paper

Do External Stakeholder Pressures Influence Customer Service and Complaints Handling Practices in the Australian Internet Service Provider Industry?

This paper explores the role of external stakeholder pressures on the very large ISP (vlISP) industry that resulted in significant revisions to the CS/CH sections of Telecommunication Consumer Protection (TCP) Code.

Working without fear: results of the sexual harassment national telephone survey 2012

This report outlines the findings of that survey and compares and contrasts the findings with previous surveys conducted by the Commission in 2003 (2003 National Survey)1and 2008 (2008 National Survey). A number of positive stories have emerged from the 2012 National Survey.

Quality and equity in aged care

This report makes a series of recommendations in relation to the aged care workforce, quality of care, the Complaints Resolution Scheme, the number young people being placed in aged care, and related matters. With Australia's population ageing, demand for aged care services will increase. This...