Training overview

High quality, low cost training is available to public sector agencies across Queensland to improve fairness in public administration. For further information, see the Training booklet (PDF 522.2KB).

Our training covers topics such as the principles of good and ethical decision-making, how to effectively manage complaints 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 senior officers. Their experience encompasses legal, compliance and regulatory positions and investigative and audit roles. 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 are held in Brisbane and regional areas throughout the year for up to 25 officers per session. If you have 10 or more staff who would like to attend training, group sessions are a more cost-effective option. Joining an open session is subject to availability, with full catering included.

Group sessions are a more cost-effective option for 10+ staff. Trainers may be able to tailor the training to meet your needs if adequate notice is provided.  Tailored sessions are based on your requirements and we will work with you to ensure that it is relevant to your agency. 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. Catering and venue are to be arranged by the booking agency. No further costs are charged for travelling regionally. Pricing applies for both South East Queensland and regional Queensland locations.

We regularly deliver open and group sessions in regional and rural centres. Check our online training calendar for open session dates. 

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 34.9KB) or Terms and conditions open sessions (PDF 33.7KB).

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.

State departments and public service offices are required to develop and maintain a system for managing customer complaints which complies with the Australian Standard AS/NZS 10002:2014 Guidelines for complaint management in organisations. 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: Wednesday, 29 July 2020 1:33:49 PM