Remedies are implemented as soon as possible. The remedies offered to complainants with similar issues are consistent. In cases where a remedy is provided to a complainant, steps are taken by the agency to provide a remedy to other people similarly affected, even if they have not made a complaint. Your guidelines outline who is authorised to determine certain types of remedies. Self-Audit Checklist of Victorian Public Sector Agency Complaint Handling Systems Features Indicator Assessment What supports Recommended Action plan your actions for L,M,H,N/A (Who, what & when.) assessment? improvement. Evaluation Your guidelines require each completed investigation to be reviewed, preferably by an Each investigation is reviewed independent person within the agency to to identify learning from the identify improvements in the investigation investigation process. process. This evaluation may be informal or formal depending on the nature and complexity of the investigation. Evaluation Your agency conducts regular reviews to determine how its complaint handling system Regular review of the is working. complaints handling system ensures it is operating effectively and responding to changing needs and circumstances.
Remedies are implemented as soon as possible. The remedies offered to complainants with similar issues are consistent. In cases where a remedy is provided to a complainant, steps are taken by the agency to provide a remedy to other people similarly affected, even if they have not made a complaint. Your guidelines outline who is authorised to determine certain types of remedies. Self-Audit Checklist of Victorian Public Sector Agency Complaint Handling Systems Features Indicator Assessment L,M,H,N/A What supports your assessment? Recommended actions for improvement. Action plan (Who, what & when.) Evaluation Each investigation is reviewed to identify learning from the investigation process. Your guidelines require each completed investigation to be reviewed, preferably by an independent person within the agency to identify improvements in the investigation process. This evaluation may be informal or formal depending on the nature and complexity of the investigation. Evaluation Regular review of the complaints handling system ensures it is operating effectively and responding to changing needs and circumstances. Your agency conducts regular reviews to determine how its complaint handling system is working.
Good-Practice-Guide-Victorian-Ombudsman-s-guide-to-complaint-handling-for-Victorian-Public-Sector-Agencies-(2014-revision).docx