We’ve compiled a collection of guides to help Victoria’s public sector deliver consistent high standards of service to our community.
This guide provides common sense advice on dealing with challenging behaviour from the public. It includes tips for dealing with common situations, and examples based on actual cases.
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.
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.
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.