Background

The NSW Ombudsman, the Customer Service Commissioner and the NSW Department of Finance, Services and Innovation are coordinating the whole-of-government program to improve complaints handling as part of the Premier’s Priority: Improving government services.

The department is working to develop a customer complaint handling framework consistent with best practice and national standards, and in line with the whole-of-government approach to complaint handling. The department’s framework will be accessible, transparent and accountable.

The outcomes of the complaints handling improvement program will be:

  • Customers  are able to access a robust complaints management process via multiple pathways  and have their complaint handled by local staff and managers.
  • Complainants  have simple access and process to raise issues about services.
  • Complaints  are managed promptly, effectively and consistently, with regard to any  complaint history.
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