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Good complaint handling workshops

Overview

This workshop focuses on developing effective skills and appropriate strategies for complaint handling. Participants are given a step-by-step model for dealing with complaints. They examine different types of complainant behaviour, and also explore how to overcome personal and organisational barriers to making and resolving complaints.

Who should attend

People with responsibility for handling, investigating or managing complaints.

Benefits from attending

Drawing from the Victorian Ombudsman’s resources you will have a better understanding of how to:

  • appreciate the value of complaints to your organisation
  • better enable, respond to and learn from complaints
  • understand and avoid the most common mistakes in complaint handling
  • develop techniques for managing expectations and avoiding escalations of conflict
  • handle a human rights-based complaint
  • recognise how your complaint data can improve your service delivery and your approach to complaint handling.

Facilitators

Kenton Miller - Senior Program Designer and Lead Facilitator, Victorian Ombudsman
Marita Cullen - Program Designer and Facilitator, Victorian Ombudsman

 

Cost

$550 (GST inclusive)

You can pay for your registration by Master Card or Visa (Terms and Conditions apply). We'll email your tax receipt once we've received your payment. 

Contact us

For all enquiries please contact Education Services on  03 9613 6100 or email education@ombudsman.vic.gov.au.