Frontline complaint handling – community and disability services

This workshop provides you with the necessary skills and strategies to respond to clients and customers confidently, effectively and efficiently. You will be given a model for dealing with complaints, examining different types of complainant behaviour and overcoming personal and organisational barriers to making and resolving complaints.

Who should attend

All community services staff – especially frontline staff or those who have regular, high volume contact with clients and customers either face-to-face or on the phone.

Learning outcomes

This workshop aims to improve your complaint handling skills, helping you to become more confident in your ability to handle complaints.

This training will help you to:

  • understand and identify a complaint
  • consider complaints from a ‘complainant perspective’ and understand why people complain
  • raise awareness of the value of complaints
  • use different strategies for handling complaints, including challenging complaints
  • better manage complainant expectations and handle complaints in a way that improves complainant satisfaction
  • consider your personal safety and take care of yourself in challenging situations
  • be informed about a best practice complaint handling system
  • understand the roles and functions of the Ombudsman.


This is a one-day workshop from 9.30am-4pm.


$290.00 + GST (total cost $319)

This workshop is available on our training calendar as well as  in-house. Email or contact us for in-house training details and fees or to discuss your training needs. 

Register for Upcoming Workshops

Sydney: 10 March 2020

Orange: 1 April 2020

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