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  • Regulatory policy design during COVID-19 pandemic

    Good administration
    This guidance is intended to assist government agencies in designing and implementing robust, fair, and fit-for-purpose, regulatory policies[1] that enable the fair administration of government policy during the COVID-19 pandemic.
  • Effective complaint handling

    Good administration
    This guide sets out key information for agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman’s role and a checklist for agencies to follow.
  • Good decision making

    Good administration
    This guide sets out key information about good decision making by agencies, including the role of a decision maker, who has the power to make a decision, how to make good decisions, how to give a statement of reasons and good record-keeping.
  • Managing unreasonable complainant conduct

    Good administration
    This manual is designed to help agencies and their staff take a systematic and consistent approach to managing their interactions with complainants. It provides a series of suggestions and strategies to assist all staff members – not just frontline staff – to deal with unreasonable complainant conduct.
  • Good complaints handling by school boards

    Good administration
    This guide sets out the key ‘need to know’ information about good complaints handling by school boards. It also explains the Ombudsman’s role in relation to complaints about the administrative conduct of schools.