AUSTRALIA | Commonwealth and ACT Ombudsman published paper on multi-agency service delivery and hosts its annual Complaint Handling Forum

In April 2023, the Office of the Commonwealth Ombudsman (the Office) published an Insights paper on multi-agency service delivery, to provide guidance for agencies working together to deliver services. The report provides specifics on complaint handling, communication and responding when things go wrong. 

To read the Insights paper, kindly refer to the download section below.

From 6 – 9 June 2023, the Office will host its annual Complaint Handling Forum. The 4-part virtual forum will feature speakers from a variety of backgrounds, including the Commonwealth Ombudsman, Iain Anderson, and IOI Australasia and Pacific Region (APOR) Regional President and Victorian Ombudsman, Deborah Glass, sharing their perspectives on achieving success in complaints.

Practical sessions include:

• ‘Gen Z and Complaints’ – Claire Madden, Author and Researcher
• ‘De-Escalating Conflict in Complaints’ – Salli Browning, NSW Ombudsman’s Office
• ‘Back to Basics: Customer Service in Complaints’ – Monique Richardson, Author and Expert.

Each virtual session will be delivered in English between 12:30-2:00pm Australian Eastern Standard Time (AEST).

Tickets are on sale through Eventbrite for $40 AUD per session or at the discounted rate of $120 AUD for all 4 sessions. Tickets can be purchased here Commonwealth Ombudsman: Complaint Handling Forum | Eventbrite.

Source: The Office of the Commonwealth Ombudsman, Australia