Guidelines for public sector agencies and councils

 

Guidelines on apologies

Apologies, a practical guideline
Information sheet: apologies
Public sector agency fact sheet No 1: Apologies by public officials and agencies
Council fact sheet 5: Apologies by councils
Community services division fact sheet 5: Apologies by community service providers
Child protection fact sheet 11: Apologies and child protection

The following publications are relevant to NSW public sector agencies and councils and their employees.

All the publications listed below are free. You can download a publication by clicking on the link, or order a hard copy by using the publications order form or phoning our office on 9286 1072.

Fact sheets for public sector agencies

Public sector agency fact sheet No 1: Apologies by public officials and agencies
Public sector agency fact sheet No 2: Bad faith, bias and breach of duty
Public sector agency fact sheet No 3: Conflicts of interests
Public sector agency fact sheet No 4: Discretionary powers
Public sector agency fact sheet No 5: Enforcement
Public sector agency fact sheet No 6: Frankness and candour
Public sector agency fact sheet No 7: Gifts
Public sector agency fact sheet No 8: Handling complaints
Public sector agency fact sheet No 9: Investigation of complaints
Public sector agency fact sheet No 10: Jurisdiction and functions of the Ombudsman
Public sector agency fact sheet No 11: Knowledge of wrong conduct
Public sector agency fact sheet No 12: Legal advice
Public sector agency fact sheet No 13: Maladministration
Public sector agency fact sheet No 14: Natural justice/procedural fairness
Public sector agency fact sheet No 15: Oversight of public administration
Public sector agency fact sheet No 16: Public interest
Public sector agency fact sheet No 17: Quality Customer Service
Public sector agency fact sheet No 18: Reasons for decision
Public sector agencies fact sheet No 19: Security of information
Public sector agencies fact sheet No 20: Transparency and accountability
Public sector agencies fact sheet No 21: Useful tips
Public sector agencies fact sheet No 22: Very difficult complainants
Public sector agencies fact sheet No 23: Whistleblowing
Public sector agencies fact sheet No 24: Expectations in service provision
Public sector agencies fact sheet No 25: Youth participation
Public sector agencies fact sheet No 26: Z: A-Z of public administration

Protected disclosures fact sheet: Am I dealing with a protected disclosure?Information sheet: Protection of whistleblowers
Brochure: Thinking of blowing the whistle? (Agencies)

Fact sheets for councils

Council fact sheet 1: Having trouble with unlawful development activity?
Council fact sheet 2: Unhappy about a proposed development?
Council fact sheet 3: Having trouble with a development application?
Council fact sheet 4: Having trouble with your rates and charges?
Council fact sheet 5: Apologies by councils

Brochure: Thinking of blowing the whistle? (Council)

All the publications listed below are available in hard copy and can be purchased by using the publications order form or phoning our office on 9286 1072. Some of the guidelines are available electronically. Click on the link below for a PDF copy.

The complaint handler’s tool kit
Investigating complaints: a manual for investigators
Effective complaint handling
Dealing with difficult complainants
Protected disclosure guidelines (5th edition)
Options for redress
Model internal reporting policy for state government agencies (free)
Model internal reporting policy for councils (free)
Good conduct and administrative practice
Enforcement guidelines for councils
Better service and communication for councils
Guidelines for dealing with youth complaints