Systems for handling external complaints

Complaints from members of the public contribute to the detection of corrupt conduct, even if the original information does not specifically refer to corrupt conduct. An external complaint may lead to further investigation that exposes corrupt conduct.

In addition, the collection of data about complaints is also useful for detecting corrupt conduct. Measuring, tracking and analysing complaints can highlight questionable transactions or patterns of behaviour and direct management attention to high-risk areas within an agency.

A number of better practice resources on complaint-handling can be found on the NSW Ombudsman’s website.