Fundamentals of complaint handling

This course provides you with the skills and confidence to effectively handle customer complaints and successfully engage with complainants through effective communication techniques. This newly revised course embeds the six key principles for effective complaint management – respectful treatment, information and accessibility, communication, taking ownership, timeliness and transparency.

Frontline staff, supervisors and managers in public, community or private sector organisations who handle customer complaints.

5 hours including:

• 1 hour of pre-workshop online learning
• 4 hour workshop.

This course covers complaint handling basics including:

• defining and recognising complaints
• best-practice approaches to complaint handling
• awareness of the value of complaints
• benefits of effective complaint handling including recording of complaints.

Participants will receive access to the NSW Ombudsman online learning platform and will be provided with a detailed course reading resource and other additional support materials.

This course includes access to Learnbook, our Learning Management System. Here you can access:

• an online area to meet your facilitator and an optional discussion forum with the facilitator and other participants.
• A pre-workshop, self-directed, online learning module providing the theoretical foundations of effective complaint handling. It includes:
  • self-reflection tasks
  • responding positively to complaints
  • the benefits of good customer service and complaint handling.

Facilitator-led workshop where case studies and other real-world examples bring the theory to life, making the content relevant to your professional work.

By completing this training, you will have the information to: ​

• define and recognise complaints​
• improve your complaint handling skills ​
• consider complaints from a ‘complainant perspective’ ​
• raise awareness of the value of complaints and become more confident in your ability to handle complaints ​
• be informed about a best practice complaint handling system ​
• record and report about complaints .​

$550 +GST per person

We offer discounts for community service staff and those agencies with obligations under CS-CRAMA.

We can tailor this course to your organisation’s learning needs and deliver either in-person or online.

Contact our Training and Engagement Unit to discuss your training needs and discount opportunities.