Sector Training Activities

Effective Complaint Handling

Using case studies, this essential workshop will help you think differently about receiving a complaint.  You will receive useful information and advice on improving your complaints management capacity to ensure complaints are resolved satisfactorily.

As sector organisations adapt to provide consumers with increasing choice and control, effective complaint handling will be imperative.  Using case studies, this essential workshop will help you think differently about receiving a complaint.  You will also receive useful information and advice on improving your complaints management capacity to ensure complaints are resolved in a satisfactory and timely manner. The workshop will include information on how to:

- de-escalate complaints; 

- resolve complaints through effective communication;

- prepare to have a difficult conversation;

- improve complaints management processes; and

- preparing for an external mediation hearing.

 Your presenter: 

The Health and Disability Services Complaints Office (HaDSCO) is an independent statutory authority offering an impartial resolution service for complaints relating to health and disability services in Western Australia.  Acting impartially and in confidence HaDSCO reviews and reports on causes of complaints, suggest services improvements and educate services providers on effective complaints resolution.