Managing unreasonable conduct by a complainant

This course teaches you how to identify and manage unreasonable conduct by a complainant and deliver effective prevention and resolution policies and strategies.

Experienced complaint handlers, supervisors and managers responsible for setting a complaint handling policy and strategy.

We recommend frontline staff, or people who have not completed any training in handling complaints, complete Fundamentals of complaint handling before enrolling in this course.

6 hours including:

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

Managing unreasonable conduct by a complainant (UCC) can take up a lot of time and resources in your workplace. The course is based on strategies developed as part of a joint project by the 9 Australasian Parliamentary Ombudsman offices and will help you:

• identify and manage unreasonable conduct
• deliver effective prevention and resolution policies and strategies
• support staff members and colleagues impacted by complainant behaviour.

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: 

• Pre-workshop self-directed online module and online discussion forum which includes: 
  • what unreasonable conduct is, who can experience it, when and where
  • key strategies to effectively respond to and manage unreasonable conduct
  • self-reflection on you and your organisation's experience of unreasonable behaviour.

• Facilitator-led workshop where case studies and examples related to your professional experience will be discussed. The workshop will cover: 
  • the importance of effective communication in preventing and managing UCC
  • managing expectation of clients
  • strategies and scripts for responding to and managing UCC, applying strategies to respond to and manage UCC using agency case studies
  • dealing with anger and responding to threats, hostility and aggression
  • using escalating assertion
  • awareness of management roles and responsibilities concerning:
  • support and supervision of staff
  • authorising modified or restricted access for people who continue to conduct themselves unreasonably.
• Post-workshop self-directed online module which includes:
  • identifying management roles and responsibilities in creating a safe and supportive workplace culture
  • applying strategies for recording, reporting and monitoring incidents of unreasonable conduct
  • recognising signs of stress
  • what conduct qualifies for modification or restriction of services by  an agency.

Optional module

This self-directed online module can help policy writers and managers to:

• identify when online conduct becomes unreasonable
• understand the importance of apologising when an agency makes a mistake
• know how to make an effective apology
• apply Alternative Dispute Resolution (ADR) strategies to raise awareness of alternative dispute outcomes.

You will have an understanding of:

• the characteristics and impacts of unreasonable conduct
• why some complainants behave unreasonably
• the warning signs, escalations and safeguards of unreasonable conduct
• how to identify and apply key strategies, principles and policies to manage the conduct
• how to reflect on your personal and organisational experiences of unreasonable conduct
• how to apply policies and strategies in your workplace.

$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 Dawson, OAM 

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 Sword 

 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 

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 O’Sullivan 

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.