Whole of Government Complaints Management Policy

In February 2010, a whole-of-Government complaints management policy was issued by the Public Sector Commissioner through Circular 2009-27: 2009-27: Complaints Management. This policy applies to all public sector agencies and promotes effective complaints management in agencies across the sector. The Circular advises that an agency must have an appropriate complaints management system and inform its clients that they can contact an external party, like the Ombudsman, if they are still dissatisfied after going through an internal complaints process.

Under the Circular, the Ombudsman will be responsible for providing tools and guidance to assist agencies with their internal complaint handling role. Agencies can access these materials through the Ombudsman’s website. The website has a range of guidelines to assist agencies to ensure they are meeting their requirement to have an appropriate and effective complaint management system in place. There is also a whole-of-Government website www.complaints.wa.gov.au which also links back to the Ombudsman’s site.