Complaints Management Systems

Date: Thursday 5 June 2025

Time: 1pm to 4pm SA, NT | 1.30pm to 4.30pm VIC, ACT, TAS, NSW, QLD | 11.30am to 2.30pm WA

Audience: 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

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

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.