CAIN Update – 26 March 2015

Items of interest for the Complaints, Accountability, Integrity Network

Complaint handling guidelines

Guidelines on Complaint Handling
Detailed guidelines on complaint handling in the public sector.
Ombudsman WA, 2010

Effective handling of complaints made to your organisation - An Overview
An 8 page overview of effective complaint handling elements.
Ombudsman WA, 2010

Effective Complaint Handling Guidelines (2nd ed)
These detailed guidelines provide a model approach to complaint handling and set out the essential features of a complaint system. They also provide an analysis of the reasons people complain, and outline how complainants should be treated.
Ombudsman NSW, 2010

National Disability Insurance Scheme

Proposal for a National Disability Insurance Scheme Quality and Safeguarding framework: Consultation Paper
"The NDIS is currently being trialled in most states and territories and will be implemented in all jurisdictions (except Western Australia) between July 2016 and July 2019. Australian governments are looking at ways to make sure the national scheme will provide good quality supports and will maximise the choice and control of participants. It will also be important that the rights of people are protected and participants are safe from harm. These matters make up the quality and safeguarding framework for the NDIS. This paper describes options that have been developed for the quality and safeguarding framework and will be used in discussions to find out what people think about governments' plans." Includes discussion of systems for handling complaints.
NDIS Senior Officials Working Group for the Disability Reform Council, February 2015

NDIS public meeting schedules
Public meetings are being held in Darwin on 1 April and Alice Springs on 2 April.
Commonwealth Department of Social Services, March 2015

Integrity in the public sector

APSAC conference registration open
Early bird registration is now open for the biennial Australian Public Sector Anti-Corruption Conference to be held in Brisbane in November 2015. It is billed as Australia's leading anti-corruption conference.

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