Complaints Management

The program will provide you with suggested guidelines for dealing with complaints.

An overview of the essential elements of an effective system for managing complaints in the community services sector.

Duration of each webinar is 45 mins.

Objective of the sessions

The webinar sessions provide you with the necessary skills and strategies to respond to complaints from clients and customers confidently, effectively and efficiently. You will be given a model for dealing with complaints, examining different types of complainant behaviour and overcoming barriers to making and resolving complaints.

Who should participate

This webinar is designed for staff who are responsible for developing, managing or implementing complaint handling policies and systems – including quality and / or corporate governance managers.

Staff who have regular, high volume contact with clients and customers either face-to-face or on the phone.

Learning Outcomes

The webinar aims to improve your complaint handling skills, helping you to become more confident in your ability to manage and document complaints:

  • Articulate essential interpersonal skills to handle a complaint

  • Define what is a complaint

  • Explain what a resolution is

  • Describe the stages of complaint management process

  • Explain the importance of record keeping

  • Review a complaint management flowchart sample

Date and Time

March 7, 2019, Thursday 11.00am

Duration: 45 minutes



Click below to download the agenda