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.

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.

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

This report explores the application and effectiveness of complaints management in government organisations in Australia.

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.