Implementing a quality complaint management system - disability sector

This workshop focuses on the essential elements of a quality complaints management system tailored for the disability sector. It is based on legislative and industry requirements, quality assurance frameworks and person-centred approaches to service delivery.

It also provides advice about the critical data that should be collected and analysed by providers to help improve responses to complaints and overall service to clients.

This workshop is delivered by Ombudsman staff with extensive experience in handling community and disability service complaints, and reviewing agency systems.

Who should attend

  • Disability service managers, operations managers, quality assurance coordinators, team leaders etc.
  • Staff responsible for developing, managing, or implementing complaint handling policies and systems.

Learning outcomes

By completing this workshop, participants will have information and tools to:

  • identify the barriers to making complaints for people with disabilities, their families and representatives
  • implement strategies for responding to and managing complaints
  • understand the key elements of an effective complaint management system and how it can improve the quality of service provided to clients
  • improve awareness of the legislative framework for handling complaints about disability services, including the obligations of providers under the Disability Inclusion Act 2014 (DIA), the Disability Services Standards and the Community Services (Complaints, Reviews and Monitoring) Act 1993 (CS-CRAMA)
  • better understand the roles of funding, oversight and regulatory bodies
  • develop and implement policies and procedures for managing complaints in line with the Australian Standards for complaint-handling
  • develop a system to capture complaints data that identifies trends and patterns in service issues to help inform planning and improvements to your service
  • support staff involved in frontline complaint-handling.


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


$252.73 + GST (total cost $278)

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

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