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Review of the management of conduct complaints




A New Zealand Government Agency

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Morrison Low was commissioned to undertake a review of a government agency’s processes for handling complaints concerning staff conduct. 


The review involved interviewing key staff members to develop an understanding of role requirements and processes, reviewing documented policies and procedures concerning the management of conduct complaints, mapping and documenting the current end to end business processes for managing conduct complaints, and developing a model of industry best practice.


Based on our understanding of the current processes, we drew comparisons with documented best practice processes, formulated eighteen recommendations for process and policy improvements and presented these to the Executive Leadership Team. All recommendations were adopted.