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Home Features Complaints patterns must reach agency heads: ombudsman
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TAGS Civil Aviation Safety Authority, Colin Neave, Commonwealth Ombudsman, complaint management, Department of Immigration and Border Protection, external contractors, Ombudsman, telephone services
Annual report season is over and agencies may take pride in fewer public complaints than previous years. But new guidance says complaints need more attention in 2015.
Commonwealth ombudsman Colin Neave has concluded his investigation of complaints handling in government agencies. He sat down with The Mandarin to discuss the trends, best practice and what improvements agencies can make in 2015.
In the public sector, complaints handling has improved but can still be rote, officious and — without outside attention — invisible to leadership. If an agency’s complaints are down, it might mean there are fewer issues, or invaluable public feedback about systemic problems just isn’t getting through.
Neave says treating every complaint from the public as if it could represent a systemic issue is one area the private sector has led best practice.
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Harley Dennett is editor at The Mandarin based in Canberra. He's held communications roles in the New South Wales public sector and Defence, and reported for titles including Crikey and the Star Observer.
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Interesting piece here!