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References

References

Australian Standard, 2006 Customer Satisfaction – Guidelines for complaint handling in organisations (AS/ISO 10002–2006), Standards Australia, NSW.

Australian Standard, 2004 Dispute Management Systems (AS 4608-2004), Standards Australia, NSW.

Charter of Human Rights and Responsibilities Act 2006 (Victoria).

Cooperrider, David L, Whitney, Diana, and Stavros, Jacqueline M, 2003, Appreciative Inquiry Handbook: The first in a series of AI workbooks for leaders of change, Lakeshore Communications, USA, pp. XVII –XIX.

Department of Health Guidance United Kingdom, 2008, Valuing People, available at http://www. dh.gov.uk/en/Publicationsandstatistics/Publications/ PublicationsPolicyAndGuidance/Browsable/ DH_4929416

Department of Human Services (Vic), 2006, Service Excellence Framework Validation Team Process Guidelines and Practice Notes, DHS Operations Division, Regional Operations Performance Branch, Quality Unit.

Department of Human Services, 2007a Policy Statement: Registration of Disability Services Providers, www.dhs.vic.gov.au/__data/assets/ word_doc/0018/153009/som_registrationpolicy-v1_ doc_290607.doc.

Department of Human Services, 2007b, Understanding the Quality Framework for Disability Services in Victoria: A resource guide for disability service providers, Melbourne.

Department of Human Services (Vic) 2007c Process for analysing policies and practice, developed by Legal Services Branch.

Department of Human Services (Vic),2007d, Flow _– for a Human Rights Impact Assessment: Assessing human rights, Melbourne.

Department of Human Services (Vic) 2011 Department of Human Service Standards, Melbourne

Department of Human Services (Vic) 2011 Department of Human Services Standards evidence guide, Melbourne.

Disability Act 2006 (Victoria).

Einstein, A, in Pocket Patriot: Quotes from American Heroes, 2005, Writer’s Digest Books, USA.

Fitch, S, 2007, Mediation and Disability, Unpublished student paper, Masters in Conflict Resolution, La Trobe University, Melbourne.

Goodman-Delahunty, J, 2004, Promoting Service User Complaints in the Financial Sector, ASIC’s Stakeholder Forum, ‘Capitalising on Complaints: Insights into handling finance sector complaints’, Sydney.

Health Services Review Council, 2005, Guide to Complaint Handling in Health Care Services, Health Services Commissioner, Victoria.

Human Rights and Equal Opportunity Commission, 2006, Alternative Dispute Resolution in the context of Anti-Discrimination and Human Rights Law: some comparisons and considerations, http:// www.humanrights.gov.au/complaints_information/ publications/alternative.html#28 (3 December 2008).

Huson, S, 2008, Complaint Strategies from Around the Globe: The life and death of customer loyalty, TMI Global, Society of Consumer Affairs Professionals Symposium, Adelaide.

Intellectual Disability Review Panel, 2005, Annual Report 2004/05.

International Covenant of Civil and Political Rights 1966, United Nations.

Levitt, T, 1991, Levitt on Marketing, Harvard Business School Press, Boston, Mass.

Mind tools, 2009, Action Priority Matrix, available at http:www.mindtools.com/pages/article/newHTE_95. htm

National Disability Services, 2008a, Charter of Human Rights and Responsibilities Information Sheet.

National Disability Services, 2008b, Disability Act 2006: A guide for boards of management of disability service providers.

If you're using Harvard referencing system, I'd reference it like this:

Neill M. Smith H. (2008) Moving Toward a 'Person Centred Culture'. Leyland; Central Lancashire Learning Disability Partnership Board [online] available from: http://www.pcpmn.cswebsites.org/Libraries/Local/805/Docs/Microsoft%20Word%20-%20Person%20Centred%20Culture.pdf

O’Brien, J, 2007, Conversation between John O’Brien and Julie Bray from Helen Sanderson and Associates, UK.

Ombudsman Victoria, 2006, Good Practice Guide to complaint handling.

Queensland Ombudsman, 2008, Complaints Management Workshops.

Reichheld, F, 2006, The Ultimate Question, Harvard Business School Press, Boston, Mass.

Robertson, J, Emerson, E, Hatton, C, Elliott, J, McIntosh, B, Swift, P, Krinjen-Kemp, E, Towers, C, Romeo, R, Knapp, M, Sanderson, H, Routledge, M, Oakes, P, and Joyce, T, 2005, The Impact of Person Centred Planning, Institute for Health Research, Lancaster University.

SAI Global and Neill Buck, 2008, Complaints Handling Workshop based on: AS 4269 Complaints Handling and ISO 10002.

Sanderson, H., Smull, M., Harvey, J., 2007 ‘Person centred thinking’ in Thompson, J, Kilbane, J, and Sanderson, H (eds), 2007, Person Centred Practice for Professionals, Mc Graw Hill/Open University Press, UK.

Seel, R, 2008, Introduction to Appreciative Inquiry paper, www.new-paradigm.co.uk/ introduction_to_ai.htm.

Simpson, S. 2008a, Bad Behaviours: Toxic Cultures: How employee behaviours contribute to organisational culture, available at www.ugrs.net/ Research/BadBehavioursFinal.pdf.

Simpson, S, 2008b, Bad Behaviours: Toxic Cultures, Paper presented at the Society of Consumer Affairs Professionals Symposium, Adelaide.

Slater, T, 2008, Deloittes Complaints Handling workshop, Melbourne.

Society of Consumer Affairs Professionals, TMI, 2005, Complaints culture survey, Melbourne.

Success Works, 2008, Applying the Appreciative Eye: An introduction to the application of appreciative inquiry, Successworks, Fairfield, Victoria.

Thompson, J, Kilbane, J, and Sanderson, H (eds), 2007, Person Centred Practice for Professionals, McGraw Hill/Open University Press, UK.

TMI Global , 1999, A complaint is a gift: From complaint to satisfaction.

UN Convention on the Rights of Persons with Disabilities 2006 www.un.org/disabilities/documents/convention/ convoptprot-e.pdf.

Victorian Council of Social Service (VCOSS), 2007, Community Management, VCOSS manuals for community organisations.

Victorian Healthcare Association, 1995, Best Practice Governance Handbook, Melbourne.

Victorian Health Services Review Council, 2005, Guide to Complaint Handling in Health Care Services.

Victorian Public Service Code of Conduct, 2007.


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