Access to Justice in a Changing World – serie

This book rethinks the way complaints should be interpreted by organisations, looking at them as opportunities to improve rather than things to be avoided. Instead, it argues that effective complaint handling can offer another pathway to ‘informal’ justice as opposed to ‘formal’ justice primarily delivered by courts and tribunals. It can promote procedural fairness, enable access to justice and save time and costs while improving products and services. With practical case study examples and practical approaches grounded in research, it provides informed guidance on the implementation of a complaints handling framework.The book draws on an international range of sources, examining complaints handling in the private and public sectors in Australia, Canada and Europe and integrating best practices from specialised complaints handling bodies, including the UK Parliamentary and Health Service Ombudsman, Commonwealth Ombudsman in Australia, Federal Ombuds in Canada and the New South Wales Ombudsman.It examines the processes used, how technology is changing the way in which complaints arise and are dealt with, and presents an organisational as well as a complainant perspective.

Across Asia, courts are taking a variety of approaches to digital transformations. This book documents the diversity and complexity of the ways in which judiciaries are seeing the promise, as well as the perils, of digital transformations.Through in-depth case studies, the book brings together contributions from those with experience in the administration of technology in courts itself to those who are actively finding ways to develop technology as a tool for adjudication. It also includes reflections from those who are challenging the effects of technology in terms of court processes and arguing for the need for care and caution to ensure digital justice. The pieces take the form of institutional, policy, empirical studies that each analyse the non-linearity of digital transformations. In doing so, they offer practical pathways, as well as critical reflections, which bridge theory and practice, and highlight the uniqueness of Asia as a location for innovation, as well as critical reflection around the digital transformations of courts.