The principles of effective complaint handling

These guidelines give an overview of the three key steps and ten key principles of an effective complaint handling system.

Effective handling of complaints made to your organisation

These guidelines detail the key features of an effective complaint handling systems and how complaints made to organisations can be dealt with effectively.

Complaint handling systems Checklist

Organisations can use this checklist in conjunction with the Ombudsman’s guidelines for Effective Handling of Complaints made to your Organisation to assess their complaint handling system against the key features required for an effective system.

Guidance for Complaint Handling Officers

These guidelines offer assistance to Complaint Handling Officers in handling and investigating complaints made to their organisation.

Making your complaint handling system accessible

These guidelines detail how to make your complaint handling system accessible to all members of the diverse Western Australian community including people with disabilities, people living in regional and remote areas, Indigenous Australians, children and young people, and people from linguistically and culturally diverse backgrounds.

Investigation of complaints

A step-by-step guide for conducting an investigation.

Procedural fairness (natural justice)

These guidelines give more detail on what it means to apply the rules of procedural fairness while conducting an administrative investigation.

Remedies and Redress

These guidelines provide a framework to help managers make decisions about addressing a complainant’s sense of grievance when they are dissatisfied with the service they have received from the agency.

Dealing with unreasonable complainant conduct

These guidelines provide some practical tips to assist agencies in handling complainants whose conduct is unreasonable.