The complaint handling e-learning modules are aimed at improving understanding and awareness of the importance of good complaint handling across the public sector. Staff will learn about the importance of good complaint handling and understand the core components required. The modules aim to enhance customer service by putting the learner in the customer’s shoes. They will help staff to:

  • identify and be aware of the value of complaints
  • recognise and understand the six 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, so it can be analysed and used to better serve the community.

The modules can be previewed on our website and are available for download as a Shareable Content Object Reference Model (SCORM) package which can be loaded to your agency Learning Management System (LMS). Please contact our office at training@ombo.nsw.gov.au to access the SCORM package.

These courses are an introductory learning experience to the core components of good complaint handling. Our office also offers a series of face-to-face training workshops designed to improve your complaint handling skills. Please email our office at training@ombo.nsw.gov.au for more information.

You can also access further Complaint handling resources on our website.

Complaint Handling Briefing for Senior Staff

The first module is a brief awareness module, aimed at time poor senior staff of public sector agencies. It runs for 5 minutes, and focuses on the return on investment from good complaint handling systems and practices.

Complaint handling briefing for senior staff module

Complaint Handling for Public Sector Staff

The second module is relevant for all public sector staff. It is designed as an introduction to good complaint handling, with a focus on how to recognise a complaint and the six complaint handling commitments. It runs for approximately 27 minutes.

Complaint handling for public sector staff module

Frontline Complaint Handlers

The third module is designed for frontline and specialist complaint handling staff and assumes some understanding of what a complaint is. It is similar to the public sector module, with some additional information and a short assessment on completion.

Frontline complaint handlers

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