Regulatory Agency & Ombudsman Training
Building fairness, accountability, and resilience in complaints handling.
Ombudsman offices and regulatory agencies play a critical role in ensuring fairness, accountability, and trust in public institutions. At Shiv Martin Consulting, we deliver specialised training for Ombudsman and regulatory agency staff.
Our programs equip officers and leaders with the knowledge, skills, and resilience to handle complaints, conciliate disputes, and build public trust in their organisations.
Our Training Goals for Ombudsman & Regulatory Agency Staff
Our training programs integrate law, psychology, and conflict resolution frameworks to create practical, evidence-based training that makes an impact. They are designed to:
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Equip staff with the knowledge and skills to effectively mediate and resolve conflicts
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Enhance understanding of different conflict styles and approaches
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Develop active listening and communication techniques to facilitate productive dialogue
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Foster a collaborative environment for conflict resolution
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Build strong internal team cultures that support staff wellbeing and resilience in conflict work
What Does an Ombudsman Office Do?
An Ombudsman acts as an impartial third party, investigating complaints and mediating conflicts between individuals and organisations. Their role includes:
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Ensuring fairness and procedural justice
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Identifying systemic solutions to recurring issues
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Holding institutions accountable when necessary
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Fostering smoother interactions between citizens and institutions
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Contributing to public confidence through transparency and trust
By resolving conflicts early and identifying areas for improvement, Ombudsman offices and regulatory agencies act as a crucial check on power and safeguard public trust.
We ensure all of our services are customised to the needs of your organisation.
This includes:
• Developing complaints handling frameworks and escalation pathways
• Drafting procedural fairness guidelines tailored to your legislation
• Designing community-facing resources such as service charters and fact sheets
• Creating call-flow scripts, triaging frameworks, and role descriptions that support consistent, fair decision-making
By combining training with system design, we ensure that your staff have both the skills and the organisational structures to apply them confidently in practice. Teams leave with tools, workbooks, and case studies they can reuse internally, embedding knowledge for long-term impact.
Why Choose Our Training...
Tailored Learning
Programs are customised to legislative, policy, and organisational contexts.
Policy & Process Integration
We design frameworks and resources to embed learning into everyday practice.
Trauma-Informed & Culturally Sensitive
Training trusted by agencies to meet high standards of inclusivity and psychological safety.
Flexible Delivery
Training available onsite, online, or blended to meet organisational needs.
Personal Leadership
All training is designed, quality assured, and led by Shiv Martin, ensuring a consistent, high-quality learning experience.
Proven Track Record
Trusted by Ombudsman offices across Australia to deliver high-value, tailored training that directly strengthens staff capability.
Capacity Building, Not Dependency
Trauma-Informed and Culturally Sensitive Approaches
We understand that Ombudsman and regulatory staff work with diverse communities, often in situations of distress or trauma. Our training is grounded in:
• Trauma-informed practice: recognising the impact of trauma on individuals, adapting communication styles, and maintaining safe and supportive processes
• Culturally sensitive approaches: ensuring respect for cultural diversity, accessibility, and inclusion in every interaction
Beyond Training – Policy and Process Development
We know that training alone isn't enough. For skills to "stick," staff need supportive systems and clear processes. That's why we also partner with agencies to design and refine policies, procedures, and frameworks that reinforce learning and embed good practice.
Customised Dispute Resolution Training for Government and Ombudsman Agencies
Tailored, statutory-aware training that strengthens capability, confidence, and collaboration across dispute resolution teams
We are proud to support teams from the following organisations
While all training is primarily delivered by Shiv Martin, who brings over 15 years of experience in Ombudsman offices and complaints management, we also draw on a respected expert panel to enrich the learning experience.
Our panel includes:
• Lawyers with expertise in administrative and regulatory law
• Judges and tribunal members with experience in dispute resolution and procedural fairness
• Senior regulatory officers who understand the complexities of compliance and enforcement
• Experienced Ombudsman staff with deep knowledge of frontline complaints handling and conciliation
Choose your Pathway
Dispute resolution training at three levels.
Level 1
Core Dispute Resolution Skills
Build a confident foundation in everyday conflict and complaint conversations
This program is ideal for teams needing consistent, practical skills to manage conflict early and reduce escalation. It’s a strong fit for HR, people leaders, complaints teams, regulatory staff, community services, education, health, and customer-facing roles.
Best for: teams wanting consistent language, shared structure, and a reliable baseline skill set.
Explore Level 1 training options or request an in-house quote.
Level 2
Managing Challenging Interactions
De-escalation, boundaries, and staying steady when emotions run high
This program supports staff who regularly manage distressed, angry, persistent or high-conflict behaviour. It’s designed for environments where safety, discretion and professionalism matter, and where teams need both skill and confidence to hold boundaries.
Best for: complaints teams, frontline service staff, regulatory officers, HR, leaders, and anyone working in high-contact environments.
Enquire about Level 2 delivery dates and in-house options.
Level 3
Community of Practice
Ongoing learning for dispute resolution practitioners and leaders who want to keep sharpening their edge
The Community of Practice (CoP) is designed for people doing complex conflict work who want ongoing skill-building, reflective practice, and peer learning. It’s especially valuable for practitioners facing increasing workloads, challenging conduct, and evolving expectations around risk, wellbeing and trust.
Best for: busy practitioners and leaders involved in complex situations.
Join the Community of Practice or view upcoming session topics.
Explore More: Dispute Resolution & the CURE framework
On our blog & Linkedin we share free resources, tools and insights to support your work in conflict management, team building, leadership training and more!
Ombudsman
and Dispute Resolution
Curious about how Ombudsman offices resolve disputes and build public trust?
This blog unpacks their vital role in Australia’s dispute resolution system - from handling complaints and driving accountability to using mediation and conciliation to deliver fair, efficient outcomes for individuals, businesses, and government agencies alike.
The CURE
for Complaints Overwhelm
Overwhelmed by complaint backlogs and staff burnout? Shiv Martin's CURE approach transforms chaotic complaint handling into structured success. This four-step framework: Contain, Understand, Respond, Empower, combines mediation and coaching skills to help teams regain control, reduce backlogs, and leave complainants genuinely satisfied. Stop building bridges with toothpicks.
Ready to build capacity in your team?
Book a free discovery call today to discuss how our Regulatory Agency and Ombudsman Training can strengthen skills, resilience, and public trust in your organisation.
Call or Text: 0433904303
Frequently Asked Questions
Custom Conflict Resolution Services
We design tailored solutions to help your team manage conflict effectively, improving communication, trust, and team performance. From corporate workshops and leadership coaching, to team-based mediation and facilitated board meetings, we support workplaces across Australia to handle difficult conversations and build lasting solutions. Whether you're a government agency or private organisation, our custom conflict management services are designed to meet your team’s unique needs.
Let’s create the right conflict resolution strategy for your team.
Contact us today to get started.
Trusted by Teams Across Australia
40+ 5 Star Google Reviews
Client feedback from workplaces, government agencies and communities across Brisbane, Australia and New Zealand. Whether online or in person, from facilitated conversations to workplace team training, Shiv Martin Consulting has your conflict resolution covered.