Items of interest for the Complaints, Accountability, Integrity Network
Complaint handling
Good Practice Guide to Handling Complaints: Report and Guide
"This guide aims to help agencies handle complaints well. It outlines the guiding principles and practical steps involved in the three key stages of good complaint handling. Agencies can use the advice in this guide to create or review their complaint handling system, and to help in responding to individual complaints."
https://www.ombudsman.vic.gov.au/getattachment/2aa8ed29-d0f6-40ce-91b5-6c5a9aed53e8//publications/parliamentary-reports/good-practice-guide-to-handling-complaints-report.aspx
Ombudsman Victoria, September 2016
Complaint handling: Outsourcing
"This fact sheet outlines the steps that government agencies and the organisations that provide services on their behalf must take to ensure that proper complaint handling arrangements are in place. This obligation applies to organisations that provide services to the public on the government's behalf."
http://www.ombudsman.gov.au/__data/assets/pdf_file/0025/35593/Compaint-handling-outsourcing.pdf
Commonwealth Ombudsman
Integrity
Integrity in decision making
Webpage with a variety of resources on integrity in public sector decision making.
https://icg.wa.gov.au/integrity-decision-making-info-sheets-and-checklists
Integrity Coordinating Group WA
Innovation
What do we mean by innovation?
"Business academic Mark Dodgson describes 'innovation' as an 'aerosol word' - as in, people spray it into the air, it smells lovely and yet you can't grab hold of it. Still, like 'productivity' and 'fiscal responsibility' it's an important part of the political and business lexicon. But is our definition of innovation simply too technology focussed and too business-centric? And does an obsession with promoting start-ups as the vanguard of innovation risk missing opportunities closer to home?"
http://www.abc.net.au/radionational/programs/futuretense/what-do-we-mean-by-innovation/7700620
ABC Future Tense podcast, August 2016
Research materials
Parliament of Australia Research Publications
This webpage has links to a large number of research publications. Many relate to Commonwealth issues but may also be relevant to Territory government operations. For example, there are materials on Housing and the social security network, Indigenous affairs, Understanding statistics in social policy development and evaluation, and the National Disability Insurance Scheme.
http://www.aph.gov.au/About_Parliament/Parliamentary_Departments/Parliamentary_Library/pubs
Parliament of Australia webpage
Human rights
Creating a Human Rights Culture
A presentation by the Australian Human Rights Commissioner discussing human rights in Australia.
http://www.austlii.edu.au/cgi-bin/download.cgi/cgi-bin/download.cgi/download/au/journals/SCULawRw/2015/4.pdf
Triggs, G (2014-15) 17 Southern Cross University Law Review 59
Consumers with a disability
Your consumer rights: A guide for consumers with disability
https://www.accc.gov.au/publications/your-consumer-rights-a-guide-for-consumers-with-disability
Australian Competition and Consumer Commission, 2016
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