Effective complaint management systems – disability sector

This workshop focuses on the essential elements of a 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 services managers, operations managers, quality assurance coordinators, team leaders etc.
  • Staff responsible for developing, managing or implementing complaint handling policies and systems.

Learning outcomes

This training will help you to:

  • identify the barriers to making complaints for people with disability, 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
  • 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 on  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


This is a one-day workshop from 9.30am-4:00pm.


$280.00 + GST (total cost $308)

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 workshop or event


There are currently no events for this workshop.

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