8 Sections
29 Lessons
10 Weeks
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Module 1: Introduction to Complaints and Feedback
4
1.1
What is feedback?
1.2
Importance in service quality and compliance
1.3
Difference between complaint vs. feedback
1.4
Moduel 1 Quiz
10 Minutes
3 Questions
Module 2: Legal and Ethical Responsibilities
5
2.1
NDIS Complaints Management and Resolution Rules 2018
2.2
Aged Care Quality Standard 6 – Feedback and Complaints
2.3
Australian Privacy Principles (APPs)
2.4
Mandatory reporting and timeframes
2.5
Moduel 2 Quiz
10 Minutes
3 Questions
Module 3: Types of Complaints and Feedback
5
3.1
Informal vs formal complaints
3.2
Anonymous feedback
3.3
Serious incidents and reportable conduct
3.4
Cultural sensitivity in feedback
3.5
Moduel 3 Quiz
10 Minutes
3 Questions
Module 4: Receiving Feedback and Complaints
5
4.1
Active listening and emotional regulation
4.2
Creating a safe reporting environment
4.3
Written vs. verbal complaints
4.4
Role of support workers in early reporting
4.5
Moduel 4 Quiz
10 Minutes
3 Questions
Module 5: Responding and Managing Complaints
6
5.1
Initial response timeline
5.2
Acknowledgement and empathy
5.3
Investigating and resolving
5.4
Recording and documenting actions
5.5
Escalation pathways
5.6
Moduel 5 Quiz
10 Minutes
3 Questions
Module 6: Continuous Improvement and Reporting
5
6.1
Complaints Register: How to use it
6.2
Learning from trends
6.3
Staff reflection and training follow-ups
6.4
Policy updates based on patterns
6.5
Moduel 6 Quiz
10 Minutes
3 Questions
Module 7: Case Scenarios and Real-Life Situations
3
7.1
Role-play examples
7.2
What would you do? (interactive activity)
7.3
Moduel 7 Quiz
10 Minutes
3 Questions
Module 8: Review & Final Assessment
4
8.1
Summary of key points
8.2
Knowledge check
8.3
Feedback survey for course improvement
8.4
Quiz
10 Minutes
10 Questions
Managing Complaints and Feedback Effectively
Curriculum
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