Our Office is responsible for investigating complaints about public agencies while also working with them to improve their administrative practices. 

We do this through our training programs on good decision-making and effective complaints management.

We also:

• work with agencies to improve their internal complaints management processes
• research and analyse complaint data to help agencies develop complaint reduction strategies
• make recommendations for improvement from our investigation of complaints
• produce informative publications, such as our Perspective newsletters, which provide news, tips and advice to improve public administrative practices
• produce investigative reports on systemic issues which are tabled in Parliament.

Helping agencies improve their public administration means they are more likely to make the right decision in the first place, provide improved customer service and be more responsive to customer concerns.

This is a fundamental way for public agencies to improve public confidence in their administrative practices as they are more transparent and accountable to the community. It also means complaints do not escalate to our Office.