We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.
This course provides you with the skills and confidence to effectively handle customer complaints and successfully engage with complainants.
Frontline staff, supervisors and managers in public, community or private sector organisations who handle customer complaints.
5 hours including:
This course covers complaint handling basics including:
Participants will receive access to the NSW Ombudsman Learnbook online learning platform and will be provided with a detailed manual and other resources.
This course includes:
You will have an understanding of:
$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.
Gary is a senior facilitator with more than 30 years’ experience as a caseworker, investigator and manager in the community and disability services and education sectors. Gary worked at the NSW Ombudsman for 16 years in investigation, community services and complaint-handling management roles. Gary now specialises in the design and delivery of complaint-handling and investigations curriculum. In 2021, he received an Order of Australia Medal for services to ethnic and cultural communities.
Don is a complaint-handling specialist and teaches law and ethics. Among his many appointments, Don has held positions at a range of agencies in the justice and corrective services sectors. This diverse experience has given him an in-depth understanding of the intricacies of working in the NSW public and community sectors.
Jennifer Leslie has over 40 years experience in leading, managing and facilitating change and growth with individuals and in teams. She has worked with a variety of organisations including small to medium businesses, government agencies, funded services and not-for-profit organisations. Jennifer’s extensive management experience in the community services sector and 10 years experience as a coach in leadership and management enables her to provide interactive facilitation and training that is tailored to the practical needs of her audience.
Krista brings deep experience of health and social services systems from her 15 years working across health service delivery and government. She has expertise in several health law subjects including the management of coronial inquests, serious incidents in mental health services, best practice complaints management and governance and regulation. Krista has worked to resolve several high profile and complex complaints in aged care and mental health services and has advised government on complex complaint matters. An excellent communicator, Krista is highly skilled in stakeholder engagement and training delivery. As a mediator, Krista’s expertise in complaints management is built on a foundation of strong communication and conflict resolution skills as well as a deep understanding of consumer psychology and behaviour.
We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.