How can we help community organisations and advocacy groups deal with complaints?
People reach out to community organisations and advocacy groups for help when they have a problem. When advising a client about a complaint concerning state government departments and agencies (including state schools and TAFE), local councils and publicly funded universities the following actions may help.
Advise your clients to make a complaint to the organisation involved:
Give the organisation a chance to resolve the issue. Government organisations are required to have a complaints management system (CMS) in place and be accountable for their decisions and actions. The CMS should be easily accessible on their website.
Learn more about complaining to the organisation involved.
Once your client has exhausted the organisation’s complaint management process, and is still dissatisfied with the action or decision:
Find out what is in the Queensland Ombudsman's jurisdiction (those matters it can deal with) before making a complaint.
Complaints landscape presentations
Free presentations are offered in Brisbane and regionally that inform community bodies about the role of the Ombudsman and how best to support your clients interacting with organisations when they have a complaint.
If you are interested in hosting a presentation or would like more information, please contact our Education and Engagement Team on (07) 3005 7023 or firstname.lastname@example.org.
If you wish to request brochures or posters about the Queensland Ombudsman’s role and services for display at your office, please contact our Marketing Coordinator on (07) 3005 7023 or email@example.com.
Subscribe to our e-news
Our Perspective newsletters are essential reading for anyone interested in complaints management and good decision-making. We also publish Ombudsman Advisories. These publications look at the lessons from recent investigations.
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