Apologies
While the idea of an apology is a relatively simple concept, the making of an appropriate apology can require consideration of a complex range of issues.
Complaints management resources
The following resources may help agencies to establish or improve their internal complaints management processes. They include guides on complaint handling as well as more specific reports on particular topics.
Effective complaints management fact sheets
View our Effective Complaints Management Fact Sheets
Responding to an ombudsman investigation
The Ombudsman shares a key goal with all public sector officers – ensuring the best level of service is provided to Territorians. Of all complaints received by the Ombudsman's Office over 90% are resolved by informal interaction with the agency.
Unreasonable complainant conduct
Most complainants act reasonably and responsibly in their interactions with us, even when they are experiencing high levels of distress, frustration, and anger about their complaint. However, despite our best efforts to help them, in a very small number of cases complainants display inappropriate and unacceptable behaviour.
Training
The Office delivers training and presentations to a range of public sector officers and stakeholders.
Integrity and other resources
Integrity, Conflict of interest, Accepting gifts, benefits and hospitality, Governance and good decision-making, Stakeholder engagement, Indigenous resources
Useful links
See the useful links for more information