Investigating complaints

This course provides you with an understanding of core investigative principles and knowledge on how to conduct a simple investigation into a complaint. You will also understand how to analyse evidence and write up findings.

Who should attend

Complaint handlers who may be required to undertake a preliminary investigation into a complaint.


6 hour workshop including short breaks.


This course covers:

  • Core investigative principles
    • why is it important to respond effectively to complaints?
    • assessing complaints: is an investigation required?
    • obtaining information from complainants
    • types of investigations
    • core investigative principles: the basic rules of engagement
  • Conducting the investigation
    • planning
    • gathering evidence
  • Analysis and reporting
    • assessing evidence
    • making findings
    • writing the report.

This course will take participants through a progressive case study where practical skills can be developed. Delivery of the course can be adapted as relevant to different groups.


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

Need to book training for your team?

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 us

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