Trauma-informed complaint handling

This course provides complaint handlers with the awareness of the impact trauma may have on complainant conduct and be equipped with strategies, tools and resources to effectively deal with complaints through a trauma-informed lens. Self-care for frontline complaint handlers is also an important element of this course. 

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

To be confirmed 

In a complaint handling context, complainants who make complaints may be suffering from trauma and this may impact how they present to the agency or complaint handler. Trauma can impact how a person feels about making a complaint, their experience of the complaint process and the outcomes of the complaint.

The course covers:

• trauma informed complaint handling best practice approaches
• vicarious trauma, why it matters and self-care
• an introduction to trauma informed complaint handling practices for First Nations complainants.

As a learner, you will: 

• be aware of the impact trauma may have on complainant conduct 
• be equipped with strategies, tools and resources to effectively deal with complaints through a trauma-informed lens
• develop the tools to record what the complainant trauma story is once
• learn to manage your physical and emotional wellbeing in the face of complaints.

Can be delivered in-person or online, with content delivery and practical activities completed within the workshop.

We can tailor this course to your organisation’s learning needs and deliver either in-person or online. We offer discounts for community service staff and those agencies with obligations under CS-CRAMA.

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