Analysis of Complaints Handling and Improving Service Experience for Customers

This research explores the complaints handling process of the Regionally Significant Development (RSD) team within the NSW Department of Planning and Environment (DPE). This research is funded by the DPE. From this review, the research team will consider how more effective processes can be developed to manage complaints with a view to reducing assessment timeframes, increase transparency and accessibility, and promote the priorities of the DPE. This research involves analysing both the best practice approaches and data collection, including interviews and focus groups of DPE staff, complainants, and stakeholders.

Contact Information:

For enquiries about the project, please contact Professor Tania Sourdin.
Research Assistants: Harrison Thomas and Mia Stamenkovski

The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas: Awabakal, Darkinjung, Biripai, Worimi, Wonnarua, and Eora Nations. We also pay respect to the wisdom of our Elders past and present.