Knowledge and Resource Hub
09 August 2019

Complaint handling guide: Upholding the rights of children and young people

This guide was developed by the National Office for Child Safety and the New South Wales Ombudsman's Office in response to the Royal Commission into Institutional Responses to Child Sexual Abuse final report’s recommendation that organisations should have processes to respond to complaints of child sexual abuse and concerns that are child-focused and uphold the rights of children and young people. The guide’s aim is to support organisations to build their capacity in handling complaints involving children and creating child safe cultures. It contains nine separate guidelines reflecting the key considerations for implementing an effective complaint management system which upholds the rights of children and young people and includes practical tips for implementation.