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.
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.
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.
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.
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
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.
Why Choose Our Training
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
Who We Work With
• Government agencies
• Ombudsman offices
• Tribunals and commissions
• Complaints and regulatory bodies
• Public sector leaders and decision makers
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
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.
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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
Email contact@shivmartin.com
Bruno - Senior Organisational Consultant | Altius Group
Shiv Martin is an exceptional dispute resolution expert with deep expertise across mediation, conciliation, coaching, legal advisory and workshop facilitation. I had the privilege to attend the advanced conciliation course facilitated by her. Her advanced knowledge and engaging teaching style consistently elevates professional skills. I highly recommend Shiv for anyone seeking high-impact training or support in conflict resolution.
Alex W - Associate Mediation Officer | NSW SBC
I highly recommend Shiv, whether as consultant, trainer, or practitioner, for her ability to bring together insights from across a broad spectrum of dispute resolution practice in both public and private sectors. Her training is energetic, engaging and accessible, and she speaks to all the ins-and-outs of dispute resolution systems at both the personal level and the organisational level.
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Mikki - Executive Manager | Master Builders QLD
If you're seeking a reliable partner to help navigate conflicts, improve team dynamics, or gain specialised training in mediation and conflict management, please reach out to Shiv Martin. Having worked with Shiv over several years, she offers tailored solutions and has a practical and engaging style. A wealth of knowledge and experience leaders and HR professionals can depend on.
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.