The Ombudsman's Guide to Developing a Complaint Handling System

An effective complaint handling system provides significant benefits to any organisation. It resolves issues raised in a timely and cost effective way, it provides valuable information that can lead to service improvement and it can improve the reputation of and strengthen confidence in an organisation.

Model Complaints System and Policy

This downloadable booklet contains the following documents:

  • Model Complaints System
  • Model Complaints Policy
  • Model Complaint Form

These documents will be of assistance in developing complaint handling systems.

Download (pdf)