Join us for this 4-hour workshop facilitated by Edward Birt.

This course is designed for anyone who receives, handles, or oversees complaints as part of their role. This includes:

• Customer service and frontline staff who are the first point of contact for complaints

• Team leaders and supervisors, responsible for escalated or complex complaints

• Operations and support staff who investigate or resolve complaints

• Managers seeking a consistent framework to embed across their teams

No prior complaints-handling training is required. The course is structured to add value for both those new to complaints management and those looking to refresh and refine their approach.

Participants will learn how to:

• Explain why complaints matter and the impact of effective versus poor complaints handling on customers and the organisation.

• Identify the key stages of the complaints management lifecycle, from receipt through to resolution and review.

• Apply a structured framework to acknowledge, investigate, and resolve a complaint professionally and empathetically.

• Demonstrate active listening and de-escalation techniques when dealing with distressed, frustrated, or difficult complainants.

• Identify when and how to escalate a complaint appropriately, including recognising complaints that carry legal, regulatory, or reputational risk.

• Draft a clear, professional written response to a complaint that addresses the key issues, offers a sincere apology where warranted, and outlines next steps.

• Describe how to record, track, and use complaint data to identify trends and drive continuous service improvement.

Pricing: $100 for members and $150 for non-members.

Spaces are limited, so if you are unable to attend, please email Community Industry Group @ admin@cigroup.org.au or call us on (02) 4256 4333 as soon as possible. This training comes with a non-attendance guarantee of $50.00.

*About the Facilitator

Edward Birt is the Head of Policy and Advocacy at Community Industry Group. Ed brings 30 years of experience working in a range of roles in the community sector from front line to management roles. Ed enjoys turning complaints into quality improvement opportunities and turning complainants into allies that can help to improve a service.

Contact the host of Effective Complaints Management