Advanced Feedback and Complaints Handling

A Practical Workshop for Aged Care Team Leaders and Managers

Date: Friday 29 August 2025

Time: 11am to 1pm SA, NT| 11.30am to 1.30pm VIC, NSW, ACT, QLD, TAS | 9.30am to 11.30am WA

Presenter: Petra Jankulovski - Dispute Resolution Specialist, CoHandle

Team Leaders and Managers play a crucial role in ensuring feedback and complaints are handled effectively, minimising escalations, improving resident and family satisfaction and ensuring compliance with industry standards. However, many find themselves overwhelmed by managing complaints without clear processes, struggling with underreporting from frontline staff, or misinterpreting policies in high-pressure situations.

This highly interactive online workshop equips leaders with the skills, tools, and confidence to manage complaints proactively and professionally, while ensuring accurate reporting and effective resolution.

Workshop Objectives:

By the end of this session, participants will:

• Understand the purpose of feedback and complaints - beyond compliance, as a tool for continuous improvement

• Know how to coach and support frontline staff in responding to and documenting feedback correctly

• Capture the right information - understanding what to record, how to document accurately, and why it matters

• Learn clear reporting techniques that support transparency and consistency

• Interpret feedback and complaints policies correctly - ensuring responses align with legal, ethical, and organisational requirements

• Apply real-life problem-solving strategies to resolve complaints before they escalate

Workshop Format:

Participants will receive a workbook before the session, which includes:

• Real-world case studies to explore challenges and best practices

• Scenario-based learning where leaders practice responses and decision-making

• Policy interpretation exercises to bridge the gap between guidelines and real-life application

• A practical workbook and quick-reference guides to reinforce learning

• Group discussions to share insights, struggles, and solutions

Why this Matters for Team Leaders and Managers

A strong feedback and complaints culture starts at the leadership level.

Without clear knowledge, confidence, and consistency, common challenges arise:

• Frontline staff underreporting issues - leading to missed opportunities for early resolution

• Inconsistent handling of complaints - causing frustration for residents, families, and staff.

• Misinterpretation of policies - resulting in non-compliance risks and unnecessary escalations

• Burnout among leaders = due to reactive complaint management instead of a proactive approach

This workshop empowers leaders with the tools to create a transparent, solutions-focused environment, reducing stress and improving outcomes for all.

About Petra Jankulovski – Dispute Resolution Specialist:

Petra Jankulovski is a trusted dispute resolution consultant with over 20 years of experience in conciliation across essential services, public transport, telecommunications, recruitment, disability, and aged care. She specialises in simplifying complex conflicts, ensuring fair outcomes, and fostering a culture of continuous improvement.

With a background in Social Work and a major in family dispute resolution, Petra brings a humanitarian, solutions-focused approach to her work. She conducts independent audits of aged care feedback and complaints systems, delivers tailored training both online and in person, and develops educational workbooks to upskill staff.

Passionate about system reform, Petra helps businesses turn complaints into opportunities for service improvement, ensuring feedback management is not just a compliance task but a tool for building trust and strengthening relationships.

TERMS AND CONDITIONS

By ordering tickets, you as the buyer and the ticket holders agree to:

• Not circulate or distribute the weblink or resources to any person or organisation who is not a registered attendee (you will receive an invoice for the extra attendee/s)

• Not show the event in a group setting where unregistered attendees are present (you will either receive an invoice for the extra attendees or be removed and no refund given)

• Not make any recordings or capture the video or audio in any capacity

ACIA reserve the right to:

• Remove unauthorised participants from a session if no response is received by the unauthorised attendee within 10 minutes (by Zoom chat).

• Request all participants to turn on their camera

By purchasing tickets you agree to ACIA sending training updates to you.

Notification of cancellation or transfer of registration must be by email to enquiry@acia.asn.au. No refund is available for any cancellations received five working days or less prior to the start date, however a substitute delegate is welcome. Please notify ACIA of any substitution as soon as possible. No refund or transfer will be given for non-attendance.

DISCLAIMER: The advice and views of speakers and the content of presentations are entirely and exclusively the views of the speakers and do not necessarily reflect the views of ACIA. ACIA disclaims all liability in relation to actions taken in response to information presented by speakers.