Training courses

We provide high quality, low cost training to public sector officers across Queensland to help improve fairness in public administration. Delivery mode may include virtual and/or face to face as approved and is subject to change. For further information, see the training booklet (PDF 617.6KB).

Our training covers topics such as the principles of good and ethical decision-making, how to effectively manage complaints, dealing with unreasonable complainant behaviour, public sector ethics and the importance of recordkeeping. Courses available:

The benefits of training are that it:

  • helps you manage complex decisions, minimising the need for external review
  • gives you the skills to deal with complaints
  • explains the latest legislation, policies, procedures and guidelines.

Ombudsman trainers are experienced public sector officers. They understand the skills that public sector officers require when dealing with the public, and apply their knowledge to help officers improve decision-making, complaints management and ethical awareness.

Interactive, real world experience

This training provides a fully interactive experience and uses de-identified cases and scenarios to help manage the challenges faced at work every day. Training programs are based on active participation so that attendees can share their knowledge and learn from the trainers.

Open sessions

Open sessions are a great opportunity for any officer, in Queensland to participate in interactive training. Joining an open session is subject to availability.

Group sessions

If you have 10 or more staff who would like to attend training, group sessions are a cost effective option. Trainers may be able to tailor the training to meet your needs if adequate notice is provided.

Consultation is required to discuss the tailoring prior to confirming the booking. This is a cost-effective way to train staff and provides the opportunity to work with experienced Ombudsman officers in an informal setting. Additional costs may apply if extensive tailoring is required. 

We can deliver training via the webinar software of your choice. When training is delivered face-to-face, catering and venue are to be arranged by the booking agency. The delivery mode is subject to approval and may change.

Cancellation policy

No refund will be given for cancellations, however you can reschedule training for a later date, subject to suitable notification. For further information, see Terms and conditions group sessions (PDF 268.6KB) or Terms and conditions open sessions (PDF 375.4KB).

We manage your personal details in accordance with the Information Privacy Act 2009, details of this are outlined in our privacy plan.

Improve the quality of decision-making and administrative practice in government agencies

The Ombudsman Act 2001 provides two roles for the Office of the Queensland Ombudsman. The first is to give people a fair and independent way of challenging the decisions or actions of public sector agencies. The second role is to help agencies improve their decision-making and administrative practice. This advisory role aims to build agency capacity in complaints management, ethical awareness and good decision-making.

Under the Public Sector Act 2022, defined public sector entities are required to develop and maintain a system for managing customer complaints which complies with the Australian Standards - Guidelines for complaints management in organizations (AS 10002:2022) and Queensland Public Service Customer Complaint Management Framework and Guideline.

The Local Government Regulation 2012 requires all local governments to implement a complaints management system that records, monitors and reports complaints.

It is essential that public sector agencies ensure that their officers are able to make ethical decisions, manage complaints and investigations and comply with relevant legislation, guidelines and directives. Developing the necessary skills of officers within each agency is a key element to ensuring that the Queensland public can have confidence in the decisions made within the agency and that any areas of concern or dissatisfaction are quickly and effectively addressed.

Last updated: Friday, 15 September 2023 1:28:44 PM