Complaints management

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.

Training includes human rights considerations following the introduction of the Human Rights Act 2019.


Designed for officers who deal directly with the public, this course covers why people complain and how to manage complaints about your agency. The course also shows how complaints can improve the quality of service and how a proper complaints system can benefit you and your agency.

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

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

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 Queensland government agencies can attend our practical and interactive training.

Open sessions

Open sessions are held in Brisbane and regional areas throughout the year, which enables agencies to send a small number of staff to training. If you have 10 or more staff who would like to attend training, group sessions are a more cost-effective option.

Full-day cost: $420 (+GST) per person, full catering included.

Upcoming open sessions

Group sessions

If you have 10 or more staff who would like to attend training, group sessions are a cost-effective option. Trainers may be able to tailor the training to meet your needs if adequate notice is provided. Additional costs may apply if extensive tailoring is required.

Full-day cost: $4,200 + GST (per group, maximum of 25 in group)

Half-day cost: $3,000 + 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 make a booking, email or phone (07) 3005 7023.

Last updated: Monday, 20 July 2020 10:01:14 AM