Chris Wheeler, Deputy Ombudsman, will speak about The whole-of-government Complaint-Handling Improvement Program (CHIP). Register here.
The NSW Ombudsman has partnered with the Customer Service Commissioner and the NSW Department of Finance, Services and Innovation to develop a whole-of-government Complaint-Handling Improvement Program (CHIP) as part of Premier’s Priority 12 to improve government services. The two stages of CHIP form part of a broader customer service strategy for all NSW government agencies. Stage one involves cluster agencies adopting and implementing six “Commitments to Effective Complaint-Handling” through their policies, procedures and practices. The six commitments are centred on respectful treatment, information and accessibility, good communication, taking ownership, timeliness, and transparency. Stage two of the program involves the development of a “no wrong door” whole-of-government complaint system that would provide customers a central point (in addition to, and ideally linking with, existing agency systems) to lodge, track and manage complaints. The CHIP is a major transformation program that is expected to deliver a customer led approach to complaint handling.