Managing Complaints and Feedback Effectively

This course is designed to equip Disability Support Workers, Coordinators, Case Managers, and Administrative staff with the knowledge and practical skills needed to effectively manage complaints and feedback in line with NDIS Practice Standards, Aged Care Quality Standards, and Australian Privacy Principles. By the end of this course, participants will be able to:

• Recognize the value of feedback in improving service quality and client satisfaction

• Understand the legal, ethical, and regulatory requirements for managing complaints

• Identify and differentiate between various types of feedback, including formal, informal, and serious incidents

• Receive and respond to complaints professionally, empathetically, and in a timely manner

• Document, report, and escalate issues appropriately to maintain compliance

• Use feedback and complaint data for continuous service improvement

• Apply learned skills in real-world scenarios through case-based activities

The course promotes a culture of openness, accountability, and client-centered care across all roles within disability and aged care settings.