Review identifies opportunities to improve complaint handling processes

On 9 March we tabled a report that provides a high-level snapshot of the maturity and effectiveness of complaint handling systems across NSW public authorities. 

The NSW public sector complaint handling in 2025 – self-assessment and survey results was tabled in the Parliament of NSW today.  

This was the first review conducted under section 25A of the Ombudsman Act 1974. The review used a self-assessment survey and complaint handling staff survey to measure how closely organisations align with the 6 principles of effective complaint management. 

The 6 principles (set out in the NSW Ombudsman’s Effective Complaint Management Guidelines) were developed by the Ombudsman in collaboration with NSW government organisations. The 6 principles are: 

• Respectful treatment
• Information and accessibility
• Communication
• Taking ownership
• Timeliness
• Transparency

The review identified three specific principles − information and accessibility, taking ownership, and transparency − as the primary areas where agencies can improve. 

• Information and accessibility: There appear to be fewer ways organisations provide information about their complaint systems than there were in 2018, despite an increase in the number of people in Australia speaking a language other than English at home or identifying as living with a disability.  

• Taking ownership: A relatively low number of organisations report providing complaint handling training to staff.  

• Transparency: Although 85% of organisations report that they collect data on complaints, only 61% of organisations analyse the data and report it to their executive.  

A total of 1,246 public officials completed the survey for staff with complaint handling responsibilities. While effective communication and supportive resources were identified as key strengths, ongoing challenges were also highlighted, including difficult complainant conduct. 

NSW Ombudsman, Paul Miller, noted that the review provides a foundation for sector-wide improvement. 

"This review allows us to continue to build a picture of public sector complaint handling systems across NSW," Mr Miller said. "We can see what agencies think is working well, what they can improve, and areas where they are facing challenges.” 

The results of the self-assessment and the staff survey will guide the NSW Ombudsman’s future program of reviews and inform follow-up discussions with select organisations to explore their responses in detail.

Read the report