In April 2008, State government departments and agencies  were provided with a Self-Audit Toolkit to measure compliance of their Complaints Management Systems (CMS) with Directive 13/06 Complaints Management Systems.

The Self-Audit Toolkit is based on the requirements of Directive 13/06 and other relevant best practice for complaints management. To ensure consistency of agency responses, the Self-Audit questions should be completed with the aid of the accompanying instructions.

We will assess the agency responses and provide further assistance where it is needed. For your convenience, you can fill it out by typing in the fields provided and printing off a hard copy.

We request that the Self-Audit is completed, signed off at Director-General / CEO level and returned to our Office by 30 June 2008. We also request that you provide copies of relevant documents as indicated in the Self-Audit by the words ‘Enclosure required’.

In addition, once the survey is completed and approved, please email an electronic copy to our Office by clicking on the ‘submit by email button’ located on the final page. Please note, if you have Adobe Acrobat Standard, you can save the PDF and send once it is finalised and approved.

Agency Self-Audit Toolkit (PDF format 527k)