Minimising Resolution Time through Effective Investigation techniques

Register you expression of interest to attend at socap@socap.org.au or by calling (02) 8095 6426

Use proven strategies and techniques to help navigate the complaint management process and arrive at a fair and impartial conclusion to apply a complaint management workflow, including assessment and deciding on a response.

Apply a timely and effective resolution, with the ability to acknowledge the needs of all of the stakeholders in the complaint.

Learning Outcomes

This workshop will cover:

  • How to apply a complaint management workflow, including assessment and deciding on a response
  • Distinguishing between an Assessment and an Investigation
  • Considerations for responding with an Investigation
  • Interviewing skills and techniques
  • A process for planning, conducting and reporting on a basic Investigation

Who Should Attend

Ideal for anyone handling escalated complaints or investigations, and those supervising others investigating complaints.