Corrective services nsw complaints ombudsman. We aim to resolve most complaints informally.

Corrective services nsw complaints ombudsman To make a complaint about the way we handled your complaint or to request to review a decision, see Complaints about the NSW Ombudsman. Whether you are entitled to a refund will New South Wales Ombudsman Amendment (Child Protection and Community Services) Act 1998 No 148 Act No 148, 1998 An Act to amend the Ombudsman Act 1974 to extend the jurisdiction of the Ombudsman in respect of child protection matters; to amend the Community Services (Complaints, Appeals and Monitoring) Act 1993 with respect to child protection and community DCJ response to NSW Ombudsman review of DCJ’s complaints process; Community inclusion keyboard_arrow_right. au Ombudsman You can complain to the NSW Ombudsman about: 1800 451 524 www. 6 Inmate Complaints to Ombudsman and 10. nsw. au The NSW Ombudsman also refers written inquiries or complaints to the Commissioner on behalf of inmates. I am pleased to present my first Annual Report . Our obligations . NSW, whether it is a compliment, a suggestion, or a complaint. au ; Corruption and Crime Commission of Western Australia The NSW Ombudsman also refers written complaints to the Commissioner on behalf of inmates. ombo. The NSW Ombudsman also runs a phone service where you can talk to their impartial staff for free. Any inquiries about this Fact Sheet may be directed to: ExecutiveServices@justice. We do this to raise awareness about the right to bring complaints to us; and to provide training and guidance to public authorities and community service providers, uplifting capability and improving public service delivery across NSW. Follow our step-by-step process for making a complaint about a NSW Government agency that we oversight, a NSW local council or a NSW Government funded community service provider. NSW Ombudsman. 4 Complaints can also be taken directly to an Inspector of Corrections from the Office of the Inspectorate, whose job it is to deal with complaints about Corrections. NSW Fair Trading will: assess your complaint and provide a free dispute resolution service; provide options for formal resolution, such as lodging a claim with the NSW Civil and Administrative Tribunal (if necessary). Disclosure of health information outside CSNSW . 1 Policy CSNSW recognises the right of inmates to make inquiries and complaints, and to have Under Section 13 of the Community Services (Complaints, Reviews and Monitoring) Act 1993 (CS CRAMA), we can conduct a review of the circumstances, welfare, status, and progress of an individual child or group of children in out-of-home care. Aboriginal Services. 8 . Your feedback is important to Corrective Services . For example: Centrelink and Australian Tax Office (ATO) complaints; complaints regarding electricity, gas, water and phone companies Demographics. We may also ask the agency or service provider for more information about your complaint to help us decide whether to take further action. name of the NSW agency your complaint is about; details of your complaint; details of what happened after you contacted the agency; how you see the complaint being resolved; up to 3 documents of evidence to support your complaint (such as correspondence with the agency). Follow our step-by-step process for making a complaint about a NSW Government agency that we oversight, a NSW local council or a NSW Government funded Corrective Services NSW (CSNSW) is committed to continuous organisational improvement. In December 2021, our office undertook a preliminary internal review of complaint holdings in respect of DCJ, in anticipation of this review. Corrective Services NSW (CSNSW) Academy is an enterprise registered training organisation delivering nationally NSW Ombudsman. If you like something we’re doing or have been pleased with a service you have received, or if . 1 correctly within correctional and transitional centres in NSW. Gary now specialises in the design and delivery of complaint-handling and investigations curriculum. When a report of wrongdoing is made, it is essential to consider whether the person making the report is a ‘public official’, because if Under section 78(1) of the PID Act agencies must provide the Ombudsman with an annual return. NSW Police Force. 8 Visits from Officials). 3 Procedures for telephone complaints 5 contact NSW Fair Trading on 13 32 20 to discuss your situation; lodge a complaint online or by visiting a Service NSW Centre. Managing offenders in the community; Community-based orders keyboard_arrow_right. au Corrective Services NSW (CSNSW) is committed to continuous organisational improvement. This includes travel services. Complaints may be made anonymously. Casebook July 6761: Investigations and complaint-handling case studies NSW Ombudsman Page 6 The NSW Ombudsman The NSW Ombudsman is an independent integrity agency that pursues fairness for the people of NSW. au nswombo@ombo. you have an idea about how we DCJ response to NSW Ombudsman review of DCJ’s complaints process; Community inclusion keyboard_arrow_right. 35. Unfair dismissals. Fact sheet 11. Find a Correctional Centre Global Search Enter your search Search See all Correctional Centres The NSW Ombudsman makes complaint management resources available for use by the community and NSW Government, such as: smart complaining information sheet; effective complaint handling guidelines; complaint management resources for agencies. 3. If you cannot resolve your matter, submit your complaint by using our online form. Energy and Water Ombudsman NSW (EWON) is the government-approved dispute Formal avenues through which inmates can make inquiries, complain, or raise issues of concern are set out in both legislation and Corrective Services NSW (CSNSW) policies and Corrective Services NSW (CSNSW) has a statutory responsibility to take all steps necessary to facilitate the making of a complaint by an inmate to the NSW Ombudsman (the Ombudsman). a report of serious maladministration to the NSW Ombudsman, and a report of a government information Corrective Services NSW (CSNSW) Academy is an enterprise registered training organisation delivering nationally recognised qualifications from Certificate III to Advanced Diploma level. Refunds What are your refund rights? If a travel service does not meet consumer guarantees, the business must offer you a solution. au 1800 451 524 www. Employee entitlements and obligations Find a trade union in NSW. The Corrective Service Support Line, administrative support for Official Visitors, %PDF-1. It is critical that Aboriginal complainants feel heard and respected and are encouraged to make complaints about their experiences in the child protection system. For more information, see Making a complaint on the NSW Ombudsman The NSW Ombudsman also refers written inquiries or complaints to the Commissioner on behalf of inmates. Informed by lessons of the past, Department of Communities and Justice is improving how we work with Aboriginal people and communities. A solution can include a repair, replacement and refund. (3A) The Commissioner may designate an inmate as a national security interest inmate if of the opinion that there is a risk that the inmate may engage in, or incite other persons to engage in, activities that constitute a serious threat to the peace, order or good government of the State or any other place. Check if the NSW Ombudsman can handle your NSW Ombudsman Foreword concerns for a number of reasons. Employment and industries. We aim to resolve most complaints informally. 2 KB) Commissioner's Memorandum No: 2010/56 Wearing of identification badges (PDF, 776. Learn more by reading our Service complaints policy. 5 Complaints about criminal or corrupt conduct 53 10. . 0 KB) Complaints Management Policy (PDF, 86. Investigations and complaint-handling 2. Do you have a complaint about a NSW Government agency, local council or community service provider? The NSW Ombudsman is an independent integrity agency that pursues fairness for the people of NSW. The Corrective Service Support Line, administrative support for Official Visitors, Corrective Services Justice Corrective Services FEEDBACK & COMPLAINTS. An inmate should be provided with information regarding access and the process for resolving requests and complaints with the Ombudsman. The NSW Department of Communities and Justice is the lead agency in the new Stronger Communities Cluster. Investigating Complaints – A manual for Investigators, NSW Ombudsman, June 2004 . Prisons and Security | Correctional Officer Regional NSW / Riverina & Murray In the 2017 -18 reporting period, 9,275 complaints were heard by Corrective Services Official Visitors. NSW Ombudsman* Level 24, 580 We handle complaints about NSW government agencies, local councils and community services funded by the NSW government. 1 Policy CSNSW recognises the right of inmates to make inquiries and complaints, and to have enabling access to interpreting and translating services such as the Translating and Interpreter Service (TIS) or allowing a person to bring a support person who can translate for them NSW Ombudsman, Effective Complaint Management Guide, 2024; NSW Ombudsman, 6 Principles for Effective Complaint Management Information Sheet 1. community service provider if it appears to the Ombudsman that the conduct, or any part of it, may. Facilities Maintenance – Corrective Services Industries Wellington Correctional Centre Location – Wellington The NSW Ombudsman also refers written inquiries or complaints to the Commissioner on behalf of inmates. Planning, Housing and Infrastructure. Return home, use the navigation menu above or search to find the information you are looking for. See list of complaints we can handle. (2) alternatively you can telephone Service NSW on 13 77 88. If you have a complaint about an urgent medical issue, contact the Corrective Service Support Line (#1 of the CADL). In addition, the Council's secretariat deals daily with enquiries from correctional centres, the Minister's office, Corrective Services executive, Ombudsman, Corrections Intelligence Group, Official Visitors, Community Corrections Officers, the legal profession and also inmates and their families. 3 Procedures for telephone complaints 5 To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. Investigating Complaints – A manual for Investigators, NSW The NSW Ombudsman manages complaints relating to unfair treatment by NSW Government agencies, local councils, or NSW Government funded community service providers. NSW Ombudsman . Ask to speak to the NSW Ombudsman on 9286 1000. ISBN: 978-1-922862-54-9 DCJ response to NSW Ombudsman review of DCJ’s complaints process; Community inclusion keyboard_arrow_right. The NSW Ombudsman handles complaints about unfair NSW Ombudsman manages complaints about most NSW government agencies, local councils and community service providers. Following complaints made to the Ombudsman by some of those inmates, the NSW Ombudsman investigated further and found that procedural We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman. 9. NSW Ombudsman; Other types of complaints. Service complaints can be made in writing: by email: adbcontact@justice. To report a broken link, use the “Was . Our Strategic Plan 2020-25. Because the OVP involves official visitors attending centres at least once a month, this was immediately impacted by adjustments to visitor access and associated protocols in Corrective Service NSW and Youth Justice NSW centres across the state. NSW Ombudsman website: www. 8 Inmate development committees (PDF, 953 KB) 10 Casebook July 6761: Investigations and complaint-handling case studies NSW Ombudsman Page 6 The NSW Ombudsman The NSW Ombudsman is an independent integrity agency that pursues fairness for the people of NSW. Corrective Services NSW, and that act is to be recorded in the OIMS data base. A complaint is any contact we received on which we took specific investigative action – this is usually contacting the Governor or other senior officer at the centre, or an appropriate area of Corrective Services NSW. If you are unable to locate the infromation you need or would like further advice and support on how best to help someone you care about, contact our Step Together helpline workers. Official Visitors continued to visit centres and were Corrective Services NSW (CSNSW) Academy is an enterprise registered training organisation delivering nationally recognised qualifications from Certificate III to Advanced Diploma level. From 1 January 2019 to 31 December 2020, the NSW Ombudsman received 1,447 complaints about DCJ regarding OOHC and child protection services. Learn about how we manage your complaint, including how we can help you resolve the issue directly with the agency and what other action we may take to achieve a resolution. Taking the complaints further. 10. The NSW Ombudsman’s Report acknowledges the many committed and talented DCJ staff whose work handling complaints is often complex, sensitive and emotionally challenging. Corrective Services records. Premier's Department. Corrective Services NSW (CSNSW) is committed to continuous organisational improvement. Lodge an unfair dismissal application. 6 Inmate complaints to the Ombudsman - version 1. 7 Corrective services support line (PDF, 379 KB) 9. are: 1. Call us on 13 77 88 . 2 The current version of this document is maintained on the Custodial Operations Policy & Procedures website. How to make a complaint. The NSW Ombudsman handles complaints about unfair treatment by NSW government agencies and local councils, and NSW Government funded community service providers. vi NSW Ombudsman Annual Report 2020–2021. Searches for human services in NSW; Disclaimer on the use of DCJ data; Accessible data tables and high level summaries; Glossary; 9. Complaints to us are resolved effectively and individuals are satisfied with 9. 1 Policy 4 1. DCJ response to NSW Ombudsman review of DCJ’s complaints process; Community inclusion keyboard_arrow_right. What you want to complain about. 8 Inmate development committees (PDF, 953 KB) 10 Corrective Services NSW (CSNSW) is committed to continuous organisational improvement. Complaints to the NSW Ombudsman. NSW State Emergency Service. Contact the NSW Ombudsman if you have a complaint against council or NSW State Government Departments. 3 Procedures for telephone complaints 5 9. 7. There are laws in place to ensure that any Ombudsman or other complaint handling bodies. Visits from officials, agencies and professionals Use of force/Unfair treatment by Corrective Services NSW. agency. 3 Procedures for telephone complaints 5 Corrective Services NSW (CSNSW) is committed to continuous organisational improvement. These inquiries and complaints, together with those made directly to the Commissioner and to the Minister are received in the Ministerial Liaison Unit (MLU). The NSW Ombudsman is an independent and impartial watchdog, which can investigate complaints about most public sector agencies in Further information about the role of NSW Ombudsman and the complaint-handling process is available online at . Responding to and managing complaints effectively contributes Effective Complaint Handling, NSW Ombudsman, December 2010 . 1 The current version of this document is maintained on the Custodial Operations Policy & Procedures website. We collect this information for demographic purposes only and this will not affect how we will deal with your complaint. and 10. au Request an internal review from Service NSW; Service NSW complaint reporting; Tolling customer ombudsman; Legal services (including lawyers) The Chief Justice of the relevant court; Use of force/Unfair treatment by Corrective Services NSW. The OVP is discussed in more detail in Chapter 2. Our four strategic outcomes. What can you complain about? The types of complaints we Complaints can be made in person, by phone, by email or in writing. Lodge a general protections dismissal application. The Customer Service Line is also available to inmates should they wish they wish to make a complaint. Searches for human services in NSW; Disclaimer on the use of DCJ data; Accessible data tables and high level summaries; Glossary; New agreement with NSW Ombudsman; A Day in the Life of Florencia Coordinator, Office Services; ADNSW to host webinar for LGBTQ+ parents; NSW Government responds to Parental Rights Bill; A Day in the Life of Priya Conciliation Officer; Job seekers, disability advocates and LGBTQ+ parents benefit from ADNSW information sessions 10. au Scan the QR code Contact us to find out more on our website. 6 Inmate complaints to the Ombudsman (PDF, 529 KB) 9. This includes community services that are provided by the non-government sector with funding or authorisation from the NSW Government. www. Clause 5 of the Public Interest Disclosures Regulation 2022 (Regulation) provides detailed information about the information that is to be provided in the annual return. challenging than the year before, the COVID-19 . The Ombudsman’s recommendations were made in a June 2021 special report, Strip searches conducted after an incident at Frank Baxter Youth Justice Centre. year. NSW Ombudsman; Australian Federal Police. There are complaints we can’t help you with. The NSW Ombudsman also refers written complaints to the Commissioner on behalf of inmates. Includes Aboriginal people, families and communities, carers, disability and Corrective Services NSW (CSNSW) has been asked to respond formally to the NSW Ombudsman's recommendations within two months. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. 1 Policy CSNSW recognises the right of inmates to make inquiries and complaints, and to have The team at Service NSW can help with your complaint, complete an online form. 4 %âãÏÓ 123 0 obj > endobj xref 123 55 0000000016 00000 n 0000001955 00000 n 0000002189 00000 n 0000002233 00000 n 0000002875 00000 n 0000003228 00000 n 0000003265 00000 n 0000003379 00000 n 0000003639 00000 n 0000004739 00000 n 0000005778 00000 n 0000006887 00000 n 0000007328 00000 n 0000007827 00000 n This special report was completed as part of the NSW Ombudsman's community services complaint system review function. keyboard_arrow_left Back to previous menu close Close Menu. Corrective Services Industries Wellington Correctional Centre Location – Wellington Correctional Centre Employm Facebook; Twitter; The Service NSW Complaints Handling Guide and Procedures provide information and step-by-step actions for our employees to take when receiving a customer complaint at Service NSW. Importantly, the CSSL is not an appeal body for inmates in segregated or Corrective Services NSW (CSNSW) has a statutory responsibility to take all steps necessary to facilitate the making of a complaint by an inmate to the NSW Ombudsman (the Ombudsman). We sometimes refer to these as informal contacts. Don Sword Health Care Complaints Commission. wa. 7 Complaints involving multiple organisations 55 10. If you haven’t yet contacted them and don’t know where to begin please call 13 77 88. Its job is to make sure that agencies it watches over fulfil their functions properly and improve their delivery of services to the public. 6 Complaints about staff members 54 10. 2 KB) Was this content useful? Yes No. This special report was completed as part of the NSW Ombudsman's community services complaint system review function. 6 Inmate complaints to ombudsman. Who you should complaint to Corrective Services NSW means that part of the Department comprising the group of staff who are principally involved in the administration of the Crimes any other Act if the Inspector is of the opinion that the information relates to conduct that could be the subject of a complaint under the Ombudsman Act 1974. If you’re requesting information from Corrective Services NSW (CNSW), it’s important to include the following details: Corrective Services NSW (CSNSW) is committed to continuous organisational improvement. The public can also make complaints about the Department of Corrective Services to other government agencies: Ombudsman of Western Australia For reviews of our administrative actions. Related department Searches for human services in NSW; Disclaimer on the use of DCJ data; Accessible data tables and high level summaries; Glossary; Family and Community Services Insights, Analysis and Research (FACSIAR) keyboard_arrow_right. Community inclusion east. au or by Corrective Services NSW runs the state’s correctional centres, supervises offenders in the community, and delivers programs to reduce reoffending, support reintegration and build safer communities. and members of the public and unmonitored contact with prescribed persons such as legal representatives and the Ombudsman. au Corrective Services NSW (CSNSW) recognises the right of inmates to make inquiries and complaints and have them dealt with in a fair, timely and effective manner. We're available 7am to 7pm Monday to Friday and 9am to 5pm weekends and public holidays. au; by post: Locked Bag 5000, Parramatta NSW 2124. If you have a complaint about how you are being treated by Corrections or Youth Justice, you can call the NSW Ombudsman (#8 on the CADL). The current NSW Ombudsman is Paul Miller PSM, appointed in May 2021 for a 7-year term. 1 Policy CSNSW recognises the right of inmates to make inquiries and complaints, and to have The NSW Ombudsman has today released the 4th edition of its Effective Complaint Management Guidelines, a comprehensive guide designed to support NSW public sector agencies, including local councils and community service providers, to strengthen their complaint management processes, and enhance accountability, and customer satisfaction. Page 4 of 8 1 Corrective services support line 1. au management or Corrective Services NSW. Under CS CRAMA, a child includes any person under the age of 18. Phone . au What kinds of community service complaints does the Ombudsman receive? What is this fact sheet about? This fact sheet sets out the types of community service complaints that the NSW Ombudsman can info@ombo. 8 Complaints about contractors 55 Resources 56 Checklist for developing a complaint management system 57 Key terms 64 References67 Australian Standards 67 NSW Ombudsman resources 67 It’s important to give the other party an opportunity to resolve the issue before contacting Building Commission NSW. Most products and services come with automatic consumer guarantees that they will work and do what you asked for. Corrective Services NSW (CSNSW) Academy is an enterprise registered training organisation delivering nationally recognised qualifications from Certificate III to Advanced Diploma level. au Contemplating Prison Services jobs with the NSW Government? Visit I work for NSW for a range of vacant positions by agency or job category across NSW. Health Education and Training Institute. Other. Introduction. Planning and Environment. Page 3 of 6 Table of contents 1 Inmate complaints to the Ombudsman 4 1. last 12 months. ombudsman. An inmate should be provided with information regarding access and the process for resolving complaints with the Ombudsman. While we all hoped 2020–21 would be less . Whether a person is a ‘public official’ is therefore a central concept in the PID Act. Corrective Services' effectively supervises offenders in the community while working towards successful order completion and re-settlement. Don Sword The Public Interest Disclosures Act 2022 (PID Act) is designed to encourage ‘public officials’ to report serious wrongdoing and to protect them when they do. Generally, the CSSL will only deal with inmate inquiries and complaints if inmates have attempted to resolve 9. This policy applies to all Service NSW employees receiving or managing complaints from the public made to or about us, regarding our services, employees and complaint handling. Commonwealth Ombudsman; Children, young people and family services. Preparing a Complaint 2 – 5 Which Law Should I Use – Anti-Discrimination Act 1977 (NSW) or Disability Discrimination Act 1992 (Federal) 2 – 5 Costs 2 – 6 Timing 2 – 6 Who can complain? 2 – 6 How do I submit a complaint? 2 – 7 What should be in the complaint? 2 – 7 Legal advice 2 – 8 Urgent complaints 2 – 8 3. The Corrective Service Support Line, administrative support for Official Visitors, The NSW Ombudsman also refers written complaints to the Commissioner on behalf of inmates. The inmate should also be advised that any communication between the 9. Clause 6 of the Regulation specifies the form in which the annual return is to be made. au Under the Community Services (Complaints, Reviews and Monitoring) Act 1993 (CS CRAMA), we monitor the delivery of community services. Call TIS 131 450. Ombudsman’s message. 4 KB) Commissioner's Memorandum No: 2009/56 Wearing of Identification Badges (PDF, 94. Just like your personal information, we may (e) a service provider is to enable a complaint about the service to be dealt with fairly, informally and quickly and at a place convenient to the complainant, (f) a complaint about the provision of a service is to be dealt with even if it is made by another person on behalf of the person eligible to receive, or receiving, the service. Commonwealth Ombudsman; Banks and financial services. 2. complaints-management-policy. The new Stronger Communities Cluster brings together, and replaces, the Family and Communities and Justice Clusters. this. In 2021, he received an Order of Australia Medal for services to ethnic and cultural communities. You NSW Ombudsman. PDF File (86. CSNSW is committed to the regular review and analysis of complaints to identify systemic issues and to continuously improve policy and service delivery. The Ombudsman investigated strip searches of 3 young people conducted by Corrective Services NSW officers, who had been called in by Youth Justice NSW to deal with a disturbance at the If we refer your complaint to the agency, we will find the best person to handle your complaint, so you don’t have to start the complaints process again. NSW Trustee and Guardian. For more information, see Feedback and complaints on the Corrective Services NSW website. Complaints are only made directly to Inspectors, without first going through a Corrections staff member, if there are compelling reasons why it’s not reasonable, practical or safe DCJ response to NSW Ombudsman review of DCJ’s complaints process; Corrective Services NSW (CSNSW) continue to monitor COVID-19 risks in the community and adjust operations accordingly. Australian Financial Complaints Authority; Centrelink. NSW Rural Fire Service Volunteers. If we haven't been able to resolve your complaint, and you believe we have done something wrong, you may be able to take your complaint to the NSW Ombudsman. The Ombudsman may conduct an investigation into the conduct of a public authority or a . The table below outlines roles and responsibilities and the way the responsibility is implemented in the context of managing and handling complaints. Responding to the COVID-19 . Responding to and managing complaints effectively contributes The Complaint Handler’s Toolkit (2nd ed), NSW Ombudsman, June 2004. Effective Complaint Handling, NSW Ombudsman, December 2010 . For complaints about Corrective Services, Alternatively, you can ask the NSW Ombudsman to review your complaint. gov. Corrective Services Industries Wellington Correctional Centre Location – Wellington Correctional Centre Employm Facebook; Twitter; Community Services (Complaints, Reviews and Monitoring) Act 1993 No 2 [NSW] Historical version for 1 October 2023 to 19 August 2024 (accessed 7 January 2025 at 4:15) Page 8 of 46 (i) any other Act relating to the provision of community services that is prescribed by The NSW Ombudsman is an independent and impartial watchdog. The Corrective Service Support Line, administrative support for Official Visitors, 9. We strive to ensure that those entrusted with public power and resources fulfil their responsibilities and treat everyone fairly. Make a home building complaint The NSW Ombudsman makes complaint management resources available for use by the community and NSW Government agencies, such as: smart complaining information sheet; effective complaint handling guidelines; complaint management resources for agencies. Office for Ageing. The NSW Ombudsman aims to improve the way public and community NSW Ombudsman. 3 Procedures for telephone complaints 5 The NSW Ombudsman also refers written inquiries or complaints to the Commissioner on behalf of inmates. 7 Corrective services support line - version 1. icare. since being appointed NSW Ombudsman in May . Health Care Complaints Commission, Office of the. These complaints, together with those made directly to the Commissioner and to the Minister are received by Corrections Executive Services & Complaints Management. 4. Vaccinations. keyboard_arrow_left Back to An important part of our pursuing fairness for the people of NSW is community engagement. 6 Complaint mechanisms with throughout the inspection, including: Corrective Services NSW; Justice Health and Forensic Mental Health Network; Juvenile Justice NSW; Department of Premier and Cabinet; the NSW Ombudsman; the NSW Police Force; the Australian Federal Police; the NSW State Parole Authority; Serious Offenders This special report contains a summary of formal investigations completed by the NSW Ombudsman in the . contact the NSW Ombudsman Job posting: 10 Jan 2025 - Closing date: 09 Feb 2025. Page 3 of 7 Table of contents 1 Inmate complaints to the Ombudsman 4 1. If an agency completes an investigation into serious wrongdoing, it must provide the PID maker with: a description of the results of the investigation, and; details of corrective action that has been taken by the agency, or corrective action that is proposed or recommended. au 9. Respectful NSW is through its Official Visitor Program (OVP). 36. Responding to and managing complaints effectively contributes to improved outcomes. 1. Learn more about the types of complaints we handle We manage complaints about unfair treatment by most NSW government agencies, all NSW local councils, and NSW Government funded community service providers. Make a complaint online. au The NSW Ombudsman’s investigation found a systemic failure across all correctional centres to follow the requirements of the legislation and the relevant policies in relation to inmate discipline. (4) Subject to clause 17, the Commissioner may at any time vary or revoke a Brush Farm Corrective Services Academy Policies and Procedures Complaints & In quiries Documents (PDF, 202. pandemic. NSW Ombudsman; Who you should complaint to. 8 Complaints about contractors 55 Resources 56 Checklist for developing a complaint management system 57 Key terms 64 References67 Australian Standards 67 NSW Ombudsman resources 67 The NSW Ombudsman has today released the 4 th edition of its Effective Complaint Management Guidelines, a comprehensive guide designed to support NSW public sector agencies, including local councils and community service providers, to strengthen their complaint management processes, and enhance accountability, and customer satisfaction The NSW Ombudsman regularly deals with complaints from inmates about the process and decisions The investigation covered all correctional centres, including both those managed by Corrective Services NSW (CSNSW) as well as those managed under contract. be: • contrary to law Providing information about corrective action to makers of voluntary PIDs. Serious offenders The parties to a complaint that might be detrimentally impacted by UCC include, the organisation responsible for handling a complaint, the case officer(s) tasked with dealing with a complaint, any subjects of complaint, the complainant himself or herself (potentially including members of their families and friends) and other complainants and 9. 1 Policy CSNSW recognises the right of inmates to make inquiries and complaints, and to have Corrective Services NSW (CSNSW) is committed to continuous organisational improvement. The report tabled today notes that CSNSW has advised the NSW Ombudsman it is committed to taking steps to improve the system, and has commenced its review of the inmate discipline system. The NSW Ombudsman is an independent integrity . The Visitor (see COPP section 9. pandemic has continued to test us all. 7 KB) employees of companies undertaking correctional services for the Corrective Services NSW; a culture within their team that encourages and facilitates the making and appropriate handling of PIDs and other complaints about wrongdoing. Over two years have passed complaint handling and investigative capacity. NSW Reconstruction Authority. Telephone: 9220 7555; Web: www. Before we start any review, we will decide on the scope of the 9. Act 1993, the NSW Ombudsman convenes and supports the NSW Child Death The NSW Ombudsman also refers written complaints to the Commissioner on behalf of inmates. 1 Policy CSNSW recognises the right of inmates to make inquiries and complaints, and to have Find services. au • NSW Government departments and other NSW public sector agencies • NSW local government authorities • Community service providers funded by NSW Government departments • Corrective Services, including private prisons Corrective Services NSW (CSNSW) has a statutory responsibility to take all steps a complaint by an inmate to the NSW Ombudsman. Premier and Cabinet. The page you’re looking for has moved or no longer exists. We strive to ensure that Corrective Services: Complaints can be made directly to Corrective Services. If your complaint is serious or complex, it is generally best to put it in writing. Searches for human services in NSW; Disclaimer on the use of DCJ data; Accessible data tables and high level summaries; Glossary; The NSW Ombudsman also refers written complaints to the Commissioner on behalf of inmates. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. It follows a comprehensive review of the Department of Communities and Justice (DCJ) system for handing complaints from, or concerning Aboriginal children in the child protection system. While Corrective Services NSW (CSNSW) has accepted the need to make considerable improvements in how uses of force are managed, its progress in making the required changes has been slow. View Corrective Services NSW registers that are not made public. 5 The vast majority of complaints raised with Official Visitors are role in CSNSW, the NSW Ombudsman set up a specialist team to deal with complaints received from inmates. The Corrective Service Support Line, administrative support for Official Visitors, Corrective Services NSW (CSNSW) is committed to continuous organisational improvement. sets out our vision, outcomes, and values. Visits from officials, agencies and professionals Gary worked at the NSW Ombudsman for 16 years in investigation, community services and complaint-handling management roles. When collecting information, we take reasonable steps to ensure (i) we do not collect more than we need (ii) what we collect is accurate and relevant to our NSW Ombudsman functions; and we do not unreasonably intrude into your personal affairs. This may include writing to the Gary worked at the NSW Ombudsman for 16 years in investigation, community services and complaint-handling management roles. 2 Procedures for written complaints 4 1. 3 Procedures for telephone complaints 5 Or you can contact the Telephone Interpreter Service (TIS): 1. dzbjm hdkb mrl gnoo gozg firhm adfi jnm bpoz rhpwy