Katharine Ovenden is the Director Feedback and Complaints for the NSW Department of Education. The Department of Education provides, funds and regulates education services for NSW students from early childhood to secondary school; delivering world-class education through its public schools, providing funding and support to non-government schools, and working with our communities to advance the wellbeing of Aboriginal people. The department established the Feedback and Complaints team in 2017 as part of its initiative to improve complaints handling and increase customer satisfaction. The team is responsible for leading data driven business process reforms across the education cluster in relation to the management of consumer complaints. Prior to this, Katharine worked with the NSW Ombudsman’s Office for over 15 years, in a variety of management positions that focused on improving the complaint handling and investigative practice of government and non-government agencies. Katharine started her career working in frontline positions in child protection and juvenile justice in South Australia, and also has experience working with NSW Health in a training and education role.