Complaints
Report
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.
Report
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.
Report
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.
Report
Managing aged care complaints
This audit assessed the Department of Health and Ageing's implementation and ongoing management of the Aged Care Complaints Scheme and the effectiveness of their complaint management systems in supporting service delivery and regulatory outcomes.