How can my agency use reviews strategically?

How organisations handle complaints can strategically reinforce culture and priorities. Sometimes only candid feedback reveals the impact of actions and decisions on people.

A healthy organisation is open, transparent and accountable. Complaints are opportunities to:

  • identify and fix mistakes
  • learn and apply lessons
  • improve decision-making, policy and procedures.

Analysing complaints gives insights into trends and agency 'hot spots' for intervention.

The Commonwealth Ombudsman says "They are a free source of strategic advice!" (Canberra Evaluation Forum,10 April 2014)