Complaints management training

Learn how to handle complaints better and help stop complaints escalating in your organisation with the complaints management training course. Choose between a half-day course for frontline staff and a full-day course for officers who are responsible for reviewing complaints. 

Frontline staff

Designed for officers at the frontline, this course covers why people complain and how to manage complaints. The course also shows how complaints can improve the quality of service and how a proper complaints system can benefit you and your organisation.

The course promotes an active approach to receiving, recording and managing complaints. It focuses on understanding the complaints process, what a complaints management system is, and why it is important to have one. You will have the opportunity to review your organisation's complaints management system and work with the trainers to understand and apply it. This course also provides complaint handling strategies.

At the end of the course, you will be able to:

  • assess complaints at the frontline
  • apply strategies to manage complaints
  • understand the importance of keeping records
  • relate your organisation's policies and procedures to real-life scenarios.

Internal review staff

The full-day course builds on the material covered in the half-day course. It helps internal review officers, investigators, human resource staff, managers and directors and other officers who review complaints, identify the principles underpinning reviews of complaints, and apply these to plan, progress and manage a review of a complaint.

Practical examples will show you how to review complaints, including how to identify complaint issues, how to check relevant facts and how to reach an informed outcome. It discusses how to respond and report after an outcome has been reached and explains why this is important. It will give you greater confidence in making review decisions and best-practice methods for reviewing and responding to complaints.

Group activities and scenarios are conducted throughout the day to reinforce the principles of conducting internal reviews.

At the end of the course, you will be able to:

  • identify your authority to review, refuse and remedy a complaint
  • understand how to identify complaint issues and evaluate the relevant facts
  • provide meaningful responses to people making a complaint.

Who can attend?

Staff from different Queensland government organisations can attend our open training sessions held in Brisbane and regional areas. Group sessions may be a more cost effective option if you have ten or more staff.

Open sessions

Half-day cost: $270 (+GST) per person, full catering included. To book a half-day open session, email or phone (07) 3005 7023.

Full-day cost: $390 (+GST) per person, full catering included

Upcoming full-day open sessions

Group sessions

Group sessions may be a more cost effective option if you have ten or more staff. With enough time and notice trainers may be able to tailor your group session. Additional costs may apply if extensive tailoring is required.

Full-day cost: $3,900 + GST (per group, maximum of 25 in group)

Half-day cost: $2,700 + GST (per group, maximum of 25 in group).

Catering and venue are to be arranged by the booking organisation. No further costs are charged for travelling regionally. Pricing applies for South East Queensland locations and regional Queensland locations.

To find out more information or book a half-day open group session, email or phone (07) 3005 7023.