Uploaded April 2025 | Updated September 2026, 1 week ago
“Complaints are a vital source of feedback – a critical barometer of the community’s satisfaction with the services you deliver and how you engage with them. A well-handled complaint can help win, or regain, trust, and that’s something we can all aspire to.” — Marlo Baragwanath, Victorian Ombudsman
The new edition of our ‘Good practice guide: Complaint handling for Victorian public sector organisations’ is now available.
Updated to align with the revised Australian Standard ‘Guidelines for complaint management in organizations (AS 10002:2022, ISO 10002:2018)’, the guide provides practical, plain language advice to help public sector organisations effectively handle complaints from the community.
The guides steps through the whole process – from creating the right conditions for complaint handling, through to receiving and responding to complaints effectively, as well as learning from your complaints data to improve your systems and practices.
To help put the guide into practice, we’ve included a downloadable model policy template and a sample outcome letter that you can tailor to your organisation.
Download the guide → https://www.ombudsman.vic.gov.au/learn-from-us/practice-guides/guide-complaint-handling-public-sector/
“Complaints are a vital source of feedback – a critical barometer of the community’s satisfaction with the services you deliver and how you engage with them. A well-handled complaint can help win, or regain, trust, and that’s something we can all aspire to.” — Marlo Baragwanath, Victorian Ombudsman
The new edition of our ‘Good practice guide: Complaint handling for Victorian public sector organisations’ is now available.
Updated to align with the revised Australian Standard ‘Guidelines for complaint management in organizations (AS 10002:2022, ISO 10002:2018)’, the guide provides practical, plain language advice to help public sector organisations effectively handle complaints from the community.
The guides steps through the whole process – from creating the right conditions for complaint handling, through to receiving and responding to complaints effectively, as well as learning from your complaints data to improve your systems and practices.
To help put the guide into practice, we’ve included a downloadable model policy template and a sample outcome letter that you can tailor to your organisation.
Download the guide → https://www.ombudsman.vic.gov.au/learn-from-us/practice-guides/guide-complaint-handling-public-sector/
