Complaint Management Model Policy

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 this Model Policy and related Complaint Management Framework.

This Model policy is intended to be read in combination with the NT Ombudsman's Complaint Management Framework to provide guidance to agencies on the key principles and concepts of an effective and efficient complaint management system. It is designed to be used as a guide for the development or update of agency complaint management policies.