TELEPHONE: 03 9613 6100

Good complaint handling workshops


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.


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



$550 (GST inclusive)

All payments for registration can be paid for by either Master Card or Visa (Terms and Conditions apply). Your tax receipt will be emailed to you after payment has been received. 

Contact Us

For all enquiries please contact the Education Services Team on
Phone: (03) 9613 6100