You are here: Home Providers Education Courses and workshops Making the most of complaints in aged care

    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 $352 (incl GST) per person or $334.50 (incl GST) per person for five or more registrations from the same organization.

    18 October 2017 Brisbane, QLD
    More information and book online

    Enquires - 1800 728 589 or email 

    Organisation - direct training

    This forum 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 providers in your area to save time and share resources.The cost is $3,100 (includes GST) for up to 20 participants.

    Arrange an organisation-direct workshop at your workplace.

    Find out more about organisation-direct courses and workshops