Complaint handling e-learning

Our free e-learning modules are an introduction to the core components of good complaint handling.

The modules will help you:

  • identify and be aware of the value of complaints
  • recognise and understand the 6 whole-of government complaint handling commitments
  • consider complaints from the customer’s perspective and understand why people complain
  • understand the importance of recording quality data that can be analysed and used to better serve the community.

The modules are also available as a Shareable Content Object Reference Model (SCORM) package, which can be uploaded to your Learning Management System (LMS). Contact us at to get the package.

Module 1: Complaint handling briefing for senior staff

5 minutes

Brief module for time-poor senior staff of public sector agencies. It focuses on the return on investment from good complaint handling systems and practices.

Complaint handling briefing for senior staff module

Module 2: Complaint handling for public sector staff

27 minutes

An introduction to good complaint handling for all public sector staff. The module covers:

  • how to recognise a complaint
  • the 6 complaint handling commitments
  • complaint handling for public sector staff.

Complaint handling for public sector staff module

Module 3: Handling complaints successfully

24 minutes (8 topics running for 3 minutes each)

This module is for frontline and specialist complaint handling staff. It assumes some understanding of what a complaint is. It's similar to Module 2, with more information and a short assessment.

Handling complaints successfully module

Contact us

For more information, or to get the SCORM package, contact our Community Education and Training Unit at or call (02) 9286 0900.