CAIN Update – 26 October 2016

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."
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."
Commonwealth Ombudsman


Integrity in decision making
Webpage with a variety of resources on integrity in public sector decision making.
Integrity Coordinating Group WA


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?"
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.
Parliament of Australia webpage

Human rights

Creating a Human Rights Culture
A presentation by the Australian Human Rights Commissioner discussing human rights in Australia.
Triggs, G (2014-15) 17 Southern Cross University Law Review 59

Consumers with a disability

Your consumer rights: A guide for consumers with disability
Australian Competition and Consumer Commission, 2016

Provision of a link in CAIN updates is not an endorsement of a website or a publication. Readers must make up their own minds about the value of any information provided or views expressed.