We have a number of initiatives to help Queensland public agencies make better decisions and to improve the way they handle complaints. Two of our most significant projects to date are our Complaints Management Program and Good Decisions Training.
Improve your complaints management processes
Learn how to make a good decision
State Perspective newsletter
Frontline Perspective newsletter
The PSC’s Directive 13/06 on Complaints Management Systems means agencies are now required to have an accessible and visible complaints management system that meets minimum requirements.
Related links
It is just as important to prevent complaints as it is to effectively deal with them. Our Good Decisions Training (GDT) aims to do just that.
GDT is for public sector decision-makers who may not have had any training in decision-making or who would find a refresher useful.
The full-day workshop teaches officers how to make decisions that are fair, reasonable, consistent and less likely to be the subject of complaint. This training will help agencies reduce the cost of complaint handling and enable them to provide a higher level of service to the community.
Related links
State Perspective is our newsletter designed for State government agencies.
We are publishing the newsletter to promote the importance of agencies having sound administrative systems to guide their officers in making fair, lawful and consistent decisions.
The newsletter explains our role in helping agencies improve their administrative practice and highlights our major initiatives in performing this role.
State Perspective newsletter - previous editions
Launched in May 2007, Frontline Perspective is an interactive HTML newsletter that provides public sector officers with practical advice and tips to improve their decision-making and complaints handling skills.
It is designed for customer service, complaint handling and internal review officers.
Frontline Perspective newsletter – previous editions
We also encourage agencies to make our newsletters available on their intranets for their staff.
Find out more