Thursday 4 May

1.00pm to 4.00pm SA, NT | 1.30pm to 4.30pm VIC, NSW, ACT, TAS, QLD | 11.30am to 2.30pm WA


Managers, Coordinators and Team Leaders in Aged and Disability Services responsible for complaint management systems and leading complaint investigation processes

PRESENTER: Preventing Harm Initiative
LOCATION: Online – Zoom


Learn how to successfully implement a complaints management system to improve outcomes and meet quality standards

This workshop will simplify requirements and guide you through the essential components of a complaint management system to ensure complaints are documented, investigated and result in improved outcomes.

Workshop includes:

  • Create a culture that welcomes complaints as a learning and improvement opportunity
  • Best practice complaint response, investigation and open disclosure processes, including complaints from the Aged Care Quality & Safety Commission, or the NDIS Commission
  • Complaint management documentation to demonstrate effective risk management and continuous improvement
  • Monitoring and analysing complaint data to improve care and services
  • Checklist and case study practice to apply what you have learned

Take away practical strategies to:

  • Comprehensively assess your complaints management system against Aged Care and NDIS quality standards
  • Improve your complaint management and investigation documentation
  • Improve outcomes for clients, staff and your organisation

To register online, please click the Eventbrite link below (charges apply) or download the PDF document, and email to