Guidelines for organisations

The ACT Ombudsman writes guidelines to support organisations in implementing policies and procedures to meet their responsibilities. These guidelines cover:

  • how to meet FOI and open access obligations
  • how to meet requirements under Reportable Conduct
  • best practice complaint-handling.

Freedom of Information Guidelines

The FOI guidelines are designed to help government organisations understand the legislation.

The following draft guidelines are now available.

Four additional draft guidelines on the FOI Act will be published in 2019 on the following topics:

  • public interest considerations
  • processing access applications
  • amending personal information
  • reviews and complaints.

The complete set of six guidelines will be finalised in early 2020.

Reportable conduct and working with children

The following practice guides explain the reportable conduct scheme:

The Reportable Conduct Resource Kit contains more information including definitions, forms and brochures.

Advice regarding managing complaints made by children is also available in the Complaint Handling Guide: Upholding the rights of children and young people published by the National Office for Child Safety.


The Commonwealth Ombudsman has published the following best practice guidelines on complaint-handling:

Better practice guide to complaint-handling

This guide defines the essential principles for effective complaint-handling. It is a tool to assist agencies in developing and evaluating their complaint-handling systems. 
View guideline

Better practice guide to managing unreasonable complainant conduct

This manual is designed to help organisations be consistent when interacting with complainants. It provides strategies to assist all staff members. The guide focuses on unreasonable complainants. 
View guideline