In NSW, there are more than 1.3 million people living with disability. The proportion of people with disability is on the rise as the population ages – with close to 40% of people having some form of disability by the time they are 70 years old. People with disability are increasingly expressing their right to participate as they choose in all areas of public life – this includes the right to complain.

Tips for Accessible Complaints Handling

The NSW Ombudsman has released two resources to assist organisations to deliver an accessible complaint handling service and both are designed to be included in training and induction packages, and on any organisations intranet and/or website. Hardcopies of the factsheet or a copy of the video on a USB (at no cost) can be obtained by emailing training@ombo.nsw.gov.au 

My Right To Be Heard

This video features five people with disability who provide personal insights into their lives and the importance of being heard. The Deputy Ombudsman and Disability Services Commissioner also appear in the video, sending a strong message about the obligation of all agencies and their staff to adopt an inclusive and ‘person centred’ approach to complaint handling. The Commissioner’s message is supported by practical advice from one of their most experienced complaints handlers. Check out the video below. 

Tips for Accessible Complaint Handling

This is a practical guide for frontline staff about adopting a person-centred and inclusive approach to complaints. Check out: NSW Ombudsman Tips for Accessible Complaint Handling