The Commonwealth Ombudsman has issued advice to Government Agencies involved in multi-agency service delivery on how best to respond when things go wrong.
In his latest Insights report, Multi-agency service delivery – complaint handling and communication, Ombudsman Iain Anderson said it was not uncommon for people to experience difficulties when trying to resolve complaints where multiple Agencies were involved in delivering a service.
“This edition of Insights provides guidance and observations for agencies involved in multi-agency service delivery on complaint handling, communication and responding when things go wrong,” Mr Anderson said.
“Agencies involved in multi-agency service delivery should carefully consider how they will manage complaints and communication,” he said.
“Preparation in these areas can help agencies proactively respond to issues that may arise.”
Mr Anderson advised Agencies to consider integrated complaint handling, saying complaint handling processes should be seamless and clearly guide customers to understand where they should direct their complaint and which Agency was responsible for resolving it.
He said every effort should be made to ensure complaints didn’t fall between the cracks and customers were not directed back and forth because no one Agency took responsibility.
“Agencies delivering services jointly should consider developing an interagency protocol on complaints,” the Ombudsman said.
He said at a minimum, protocols should cover each Agency’s responsibilities, complaint handling processes including any transfer arrangements, and how identified issues from complaints would be shared between the Agencies.
The Ombudsman’s four-page ‘Insights’ report can be accessed at this PS News link.
