The information contained in this series of Fact Sheets is designed to assist agencies to implement new or enhanced systems to meet the community’s expectation that public agencies will be customer-focused and responsive to their feedback.
The Fact Sheet series was kindly made available by the Queensland Ombudsman and was adapted for use in the Northern Territory.
These fact sheets were initially published in 2011 and are subject to review.
1. Setting the Scene PDF (34.4 KB)
3. Complaints Management Models PDF (36.3 KB)
4. Communication PDF (32.2 KB)
5. Visibility and Access PDF (39.3 KB)
6. Responsiveness and Fairness PDF (42.5 KB)
8. Personnel and Training PDF (34.1 KB)
9. Assessment and Investigation PDF (148.1 KB)
Sample Letters to Complainants PDF (27.5 KB)
11. Business Improvement PDF (35.0 KB)
12. Reviewing Internal Systems PDF (30.3 KB)