The glass is both half full and half empty, depending on who is looking and what you're looking at.

The system is not broken.

Here are some ideas, and we welcome yours, via the email address at the bottom of the page:

General

Broad and initial thoughts and ideas around protecting mental health (preventing misunderstandings, frustration, disappointment, aggravation etc.) via the promotion and protection of the right to quiet enjoyment, as well as measures to help work towards the best possible experience for customer-, client-, and patient-facing workers (CSRs, foot-soldiers etc.), as well as the recipients of any services, and citizens in general. Enforceability, incentives and deterrents should also be considered.

Websites:

Have one company, team or their template design all websites, following one standardised, uniform, and easy-to-use intuitive style, including government recommendations and industry best practices, such as those for text-to-speech readers
There should be one well-known go-to website from which one can find and be redirected to any and all government and NGO services
Enable customers (with disabilities) to promptly and easily understand what is provided, and what not
Identify the customers' situation and desired outcome, and provide a step-by-step guided process through all required stages, until the confirmed and auto-saved outcome is achieved
Make all forms online-fillable with a signature function
Enable user-provided, user-editable and user-deletable data for auto-filling most common information across all websites
Verify upfront whether the customer fulfils all requirements to complete the process
If 3rd party assistance (witness, Justice of the Peace, Registrar etc.) is required, provide clear and reliable instructions to confirmed agents, e.g. in a court building or at a service centre
Auto-generate reference numbers to be emailed for all interactions, with auto-resume links to auto-saved data and forms (in case of page timeout, power outage or similar)
Advise upfront how involved (laborious or time-consuming) any given process is estimated to be
Provide statistics, tooltips, glossaries, and transparency, including process/legislation/governing body/accountable party/conflict resolution ...

Phone calls:

Email and/or SMS and/or otherwise provide a reference number (at the beginning of the interaction), so that the person/s and subject can easily be identified, should the line be disconnected
Ensure that any requirements are fulfilled, before investing time and effort, to prevent discovering that (much of) the process will need to be repeated at another time
Provide call-back options, and reasonable or tolerable waiting music (not distorted and/or much louder than the menu's voice or CSR's voice)
Advise estimated wait time and place in the queue, and issue a reference number, should the line be dropped
Advise easy-to-find/access alternatives to phone calls, e.g. (auto-filling) webform, email

In-person (waiting areas):

Ensure a reasonable environment, in which people's right to quiet enjoyment is respected
Passive-aggressive behaviour along the lines of "I can stand wherever I want [and I choose to breathe down your neck, or stand next to you in the queue, not behind you]" should be addressed and discouraged.
People entering others' personal space should be asked to respect everyone's personal space, and certainly refrain from breathing on them or making physical contact
People with mobile devices on loudspeaker should be asked to use headphones, switch off or mute the device, or remove themselves from the area

In-person (with CSR):

The situation and desired outcome should be confirmed, as well as the availability of any required documents or other information
When requesting ID from the customer, first advise how many points/types/items of ID will be required. This is to prevent the appearance that the CSR is collecting unnecessary information.

In public (pedestrian):

Promote a policy or at least an etiquette for pedestrians to keep to the same side of the path/sidewalk/track as vehicles do on the streets
This excludes situations in which it is not reasonable or safe to keep to that side, such as when overtaking, avoiding an obstacle, walking a dog in the park etc. However, generally, as an etiquette, one should return to the correct side
Clarify that pedestrians have the right to keep to that side, and that they are not required to yield to parties who approach on that same side, thus into oncoming traffic
If two parties are on a collision course, it should be clear that they are to pass each other on the correct side
This is especially beneficial in busy train stations, around stairs and escalators, busy city streets (sidewalks and crossings), but also parks and shared spaces, especially involving people running and cycling, as well as walking
"I can walk wherever I want" should (gradually) convert into "Let's do what is infinitely scalable and works best for everyone, not just me."

In public (transportation):

Mainly, see above
Groups of people causing a nuisance, especially through excessive shouting, should be discouraged by an easy-to-action report to the driver/conductor, and/or the nuisance party should be approached and/or further tracked at the next stop or the stop at which that nuisance party alights
"I can do whatever I want" should (promptly) convert into "Let's do what is infinitely scalable and works best for everyone, not just me."

In public (on streets):

Minimal distance to the vehicle in front should not only be observed when vehicles are in motion, but should be introduced at traffic lights and similar situations.
This is to enable easier and safer manoeuvring, when necessary, especially for emergency vehicles, but also ...
to prevent an accordion effect or caterpillar effect, thus enabling all vehicles to accelerate at the same time, namely when the light turns green, rather than having to wait unit the vehicle in front has created sufficient distance.

Dogs (in public):

If a dog starts barking/howling/yapping/whining incessantly, its human should undo the previous action, or resume the discontinued action. If that fails, the human should remove themselves and the dog from the area

Dogs (multi-unit dwellings):

See above
Dogs should either be trained (to not cause a nuisance for neighbours), or
Booked-in for training, within a matter of days, or
be removed by an accountable 3rd party (council, Police etc.) within a matter of days
supporting statements (affidavits organised by landlord?) from (select) neighbours, confirming that any new dog is not a nuisance
Dogs' humans should provide an affidavit to the effect that they have verified (audio recording?) that the dog does not cause a nuisance during their absence, e.g. whilst at work
Fines against landlords (and tenants?) who continue to permit nuisance dogs
Mandatory compensation by landlords (and tenants?) to affected neighbours

Anti-social Behaviour (ASB) in multi-unit dwellings:

Rather than (passively) relying on complaints and leaving the full burden of proof and the successful navigation of any procedure with the affected tenant/s ...
accountable 3rd parties (strata, landlord, council, Police etc.) should, within a matter of days, obtain statements (affidavits?) from potentially affected neighbours, and secure recordings and other evidence, and lead (via a step-by-step website?) the affected tenant/s through any required procedure.
This is to ensure that people are accounted for, who ...
may not understand or be able to follow the complaints procedure, such as speakers of other languages, people with disabilities, or ...
have cultural or other experiences surrounding complaints, such as people who have fled oppressive regimes, or ...
feel letdown by or have other negative experiences with lodging complaints, and do not possess the required endurance and optimism
Mandatory compensation to affected neighbours, in case of mismanagement and/or anything causing/facilitating/permitting (further) harm to mental health

Medical:

Patients' appointments, prescriptions, reports, referrals, correspondence etc. should be centrally (online) available to the patient, with the option to provide or permit access to that information to relevant parties, such as GPs, clinics, specialists, therapists etc.
Missed appointments, follow-ups, prescriptions etc. should be prevented, by using confirmed reminders ('type "YES" to confirm')
GPs (and others, maybe all government- and related services?) should keep track of the 'cumulative mental health burden' placed on a person, such as perceived pain and suffering caused/facilitated/permitted by any given entity, and through frustration, disappointment, aggravation etc. over miscommunication, administrative errors, questionable level of service/care etc.
Along with the above points, this is to help prevent, in the worst case, developments leading to "we didn't see it coming"; "there were no warning signs"; "we followed procedure"; "It wasn't us, it was everyone before us." ...
This is also to help protect those who have not (yet) resorted to such desperate and final measures, but who are 'merely' perceiving (unquantified and unacknowledged) pain and suffering on their journey towards that destination
A clear commitment, a strong pledge, a pragmatic and expedited roadmap, and the prompt implementation of effective and efficient measures for the protection of mental health are due

We look forward to listing and thanking all involved entities for their prompt, proactive, outcome-oriented and customer-focused solutions.