Good practice guides
We’ve compiled a collection of guides to help Victoria’s public sector deliver consistent high standards of service to our community.
Good practice guide Good Practice Guide: Complaint handling in a crisis
Date posted:The Victorian Government rapidly developed many initiatives in response to the pandemic. This Guide draws on experiences across four very different programs, with a focus on how the agencies handled complaints.
Tags:Good practice guide Good practice guide: Managing complex complainant behaviour
Date posted:This guide makes suggestions for complaint handlers when they are dealing with behaviour that they may find complex and challenging. It includes tips for dealing with common situations, and examples based on actual cases.
Tags:Good practice guide Councils and complaints - a good practice guide 2nd edition
Date posted:This updated guide provides advice on implementing new legislative requirements relating to complaints, using good practice complaint handling and building a positive culture around complaints. It includes practical tools including templates, real examples and a self-assessment tool for councils.
Tags:Good practice guide Managing Complaints Involving Human Rights
Date posted:Public organisations are required to consider people's human rights when delivering services and drafting policies. This guide will help you deal effectively with complaints involving human rights.
Tags:Good practice guide Apologies
Date posted:This guide gives organisations tips on how to apologise to a member of the public. Providing a genuine apology is an important step in fixing a mistake and rebuilding trust.
Tags:Good practice guide A good practice guide to handling complaints
Date posted:Handling complaints is part of core business for public organisations. The challenge is to do it well. This guide aims to help organisations receive, handle, and resolve complaints.
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