Resources to assist you

Resources to assist you

These resources will assist your organisation to develop a fit-for-purpose complaint handling process that aligns with best practice.

Complaint handling

Complaint handling by charities and not-for-profits - Justice Connect

Effective complaints handling guidelines - NSW Ombudsman

Complaint management framework and model policy - NSW Ombudsman

E learning - NSW Ombudsman

Better practice guide to complaint handling - Commonwealth Ombudsman

Handling vexatious or unreasonable complainants

Managing Unreasonable Complainant Conduct Manual - NSW Ombudsman

Managing unreasonable complainant conduct – a model policy and procedure - NSW Ombudsman

Unreasonable complainant conduct - Commonwealth Ombudsman