Updated Fundamentals of complaint handling training – enrolment now open

Build the skills and confidence to handle customer complaints effectively with our updated Fundamentals of complaint handling course. This practical program focuses on strong communication and embeds the six key principles of effective complaint management – respectful treatment, accessibility and information, communication, ownership, timeliness, and transparency.

The 5-hour blended course – combining a 4-hour interactive workshop with a 1-hour online eLearning module – is designed for frontline staff, supervisors, and managers. Participants will develop practical strategies to recognise complaints, respond from the complainant’s perspective, and apply best-practice complaint handling approaches that deliver better outcomes.

This course aligns with the Australian Standard Guidelines for complaint management in organisations (AS 10002:2022) and the NSW Ombudsman’s Effective Complaint Management Guidelines.

By completing this course, participants will be able to:

• define and recognise complaints
• apply best-practice complaint handling techniques
• communicate effectively and confidently with complainants
• consider complaints from the complainant’s perspective
• understand the organisational value of complaints
• accurately record and report complaint information.

The training can be tailored to your organisation’s learning needs and delivered in person or online. Contact our Training team to discuss training and discount opportunities.

Book before March 31 and get 10% off all NSW Ombudsman training courses delivered by 30 April. Use code OMBO10 at checkout or contact training@ombo.nsw.gov.au for any questions.

View upcoming sessions for Fundamentals of complaint handling training here.

For more information about complaints handling, complaints management, or public administration training, or to make a booking, visit our training page.