Tuesday 30 July 

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: Michele Moreau from 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.

Course outcomes:

  • Learn how to create a culture that welcomes complaints as a learning and improvement opportunity
  • Know best practice complaint response, investigation and open disclosure processes, including complaints from the Aged Care Quality & Safety Commission, or the NDIS Commission
  • Understand complaint management documentation to demonstrate effective risk management and continuous improvement
  • Learn how to monitor and analyse complaint data to improve care and services
  • Practice case study to apply what you have learned
  • Comprehensively assess your complaints management system against Aged Care and NDIS quality standards
  • Improve your complaint management and investigation documentation

To register online, please click the link below (charges apply) or download the PDF document, and email to enquiry@acia.asn.au.