AUSTRALIA | Victorian Ombudsman Releases New Good Complaint Handling Guide

The Victorian Ombudsman has today released its Councils and Complaints – A Good Practice Guide 2nd Edition, incorporating the new legislative provisions of the Local Government Act, using good practice complaint handling and reminding councils to look through a human rights lens when dealing with complaints.

The guide provides advice for building a positive culture around complaints, practical tools, including templates, real examples and a self-assessment tool for councils.

The guide includes:

• A definition of a 'complaint' for councils

• Advice about building a positive culture around complaints

• Practical tools, including templates, real examples and a self-assessment tool for councils.

• Guidance on developing key performance indicators and recording complaint data and complaint handling processes.

For more information, download the Good Complaint Handling Guide below.

Source: Office of the Victorian Ombudsman, Australia