Complaint Management Framework

In recognition of the importance of promoting robust internal complaint handling systems in NT public sector agencies, the Office of the Ombudsman undertook a joint project with the Power and Water Corporation, Jacana Energy and the Department of Business to develop the Complaint Management Framework and related Model Policy designed to provide guidance to public sector officers involved in development or review of their agency's complaint management systems.

This is one of two documents that should be read together. This Complaint Management Framework discusses the types of issues that have to be dealt with in the development and implementation of a policy and procedures for complaint management and the related Model Policy sets out a template for the agency's policy development.