Royal Commission, Inquiry Reports and Auditor General Reports
Principle Six
An example of the resources available on the Royal Commission, Inquiry Reports and Auditor General Reports Webpage
There are various Guidelines, Policies and Procedures available to review and consider if they are relevant to your organisation. A key consideration when reviewing this material is:
- Are they fit for purpose?
- Is it necessary to adopt the proposed approach?
- Who has developed the Guideline and is it relevant to what we do and stand for?
- Is our organisation at the stage of its development where it has the skills, resources and organisational maturity to follow this approach?
- Is the approach too complex for our environment?
- Do we have the existing skillset to adopt this; and most importantly;
- Is it really necessary?
There are many benefits to examining other similar items and it can reduce the difficulties and time spent in determining organisational and operational approaches, structure, frameworks and policies and procedures.
Document Type
Summary and Usefulness
A report showing how an analysis of an organisation’s complaint data can identify areas of improvement. This report identified that many persons do not commonly understand the process of the complaint systems, when making a complaint. Many of the aspects identified may be relevant to your approach to complaint management
Australian National Audit Office, Centrelink, `Complaint Handling System' (2009) - Click To Access
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An audit of Centrelink's approach to complaint management identified process areas of improvement. Like the above report it identified a key challenge was clients understanding of the complaints process
Australian National Audit Office, Australian Taxation Office, `Management of Complaints and Other Feedback' (2014) - Click To Access
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The ANAO’s audit of the ATO's approach to complaint management identified several areas of focus and improvement. These include striving to reduce complaint numbers, responding to spikes in complaints and increases in customer dissatisfaction. Monitoring the time to resolve complaints and maintaining a focus on the compliant management system and essential building blocks. These include the principles of fairness, accessibility, responsiveness, integration and efficiency. Another interesting suggestion was examining client feedback to inform service delivery and improve efficiency more actively. It was suggested this could be achieved by developing strategies to better manage, by communication, taxpayer’s expectations through the complaint process
Western Australia, Commissioner for Children and Young People, `Monitoring of complaints systems 2021' - Click To Access
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In this survey of 34 agencies, it was s identified 37 per cent of complaints could be identified as being directly from children and young people and only 22 of the 34 agencies recorded if it was made by a child or young person. It was also identified most organisations had substantial areas of improvement to develop a child friendly complaint system. Well worth examining