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    Making the most of complaints in aged care


    This one day workshop is has been revised and broadened to meet the needs of staff working in home care, as well as residential care.

    This one-day workshop is developed by us and is facilitated by Steve Aivaliotis, expert mediator and director of Proactive Complaints Management.

    At the core of complaints resolution is an effective complaints management system. The aim of this one day workshop is to equip you with the knowledge and skills to develop and implement a robust, quality focused and locally orientated complaints management system.

    The workshop is designed for those who have responsibility for implementing and managing a complaints system and is relevant for staff working in a home care or residential aged care context.                                                                                                                                

    After this one-day workshop, you will be able to:

    • assess how your complaints management systems measures up with the Australian/New Zealand Guidelines for complaint management in organisations AS/NZS 10002:2014 and identify any gaps.
    • better integrate complaints with the quality system to make improvements.
    • develop a simple implementation plan to build an effective complaints management system
    • understand the key changes to the regulations regarding the aged care complaints scheme.
    • discuss the key success factors in complaints management and some of the pitfalls to avoid.

    Presentations, discussion and activities throughout the day will focus on showing how effective complaints management can improve customer satisfaction and lead to organisational improvement.

    Target audience

    This workshop has been developed specifically for senior staff who have the capacity to lead and implement change in systems and processes including:

    • Supervisors and team leaders
    • Service managers
    • Care managers
    • Case managers and coordinators
    • Quality managers and coordinators
    • Registered nurses
    • Consultants who work in aged care 

    “Complaints do not have to be viewed in a negative light; complaints should be welcomed and seen as a way and a means of receiving feedback from our customers about the service we are providing.” - Steve Aivaliotis.


    Registration is $280 per person or $266 per person for five or more registrations.

    From 1 July 2017, the public workshops fee will be $352 incl GST per person and discounted rate of $334.40 incl GST per person (for five or more registrations from the same organization), this revised fee is applicable to workshops scheduled from 1 July onwardsTo find out more or to book online, click on the dates below. 

    20 June 2017 Parramatta, NSW
    More information and book online 
    25 July 2017 Box Hill, VIC
    More information and book online 
    22 August 2017 Osborne Park, WA
    More information and book online 
    18 October 2017 Brisbane, QLD
    More information and book online 
    23 October 2017 Adelaide, SA
    More information and book online 


    Organisation - direct training

    This workshop is also offered as an organisation-direct training opportunity for up to 20 participants. We will come to you and deliver the workshop to up to 20 participants in your workplace. Participants can be from your organisation or you can combine with other aged care homes in your area to save time and share resources.

    The cost is $2,955 (includes GST) for up to 20 participants. 

    From 1 July, the costs of organization direct workshops will be $3,100 incl GST per workshop (with No other additional facilitators costs including travel, accommodation to your organization) for upto 20 participants.

    Arrange an organisation-direct workshop at your workplace. Or email us

    Find out more about our organisation-direct courses and workshops.


    1800 728 589 or email