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 Dealing with Challenging Behaviour
Date posted: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.
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 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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