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 meet Aged Care Quality and Safety Commission standards.

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.

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.

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.

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 seen, again primarily through the lens of the complaints received...