Complaints management is a vital component of every decision-making framework and is especially relevant to agencies that have service-oriented roles in the public sector. With increasing expectations from the community, agencies need to respond to complaints in an effective and timely way. 

We have a keen interest in the proper management of complaints. We receive approximately 7000-8000 complaints each year about the decisions of State and local government agencies.

While we are here to help the community resolve their complaints, we also have an important role to assist agencies to improve the quality of their decisions and manage complaints effectively. Ultimately, this enables agencies to provide a better service to the community.