Accidental Counsellor for Complaint Handlers

Mental health, suicide, domestic violence, isolation, substance abuse and lack of access to usual support services are significant issues affecting, not only clients, but also mental health and wellbeing within the workplace. For customer care and complaints handlers, such issues can also add pressure to the responsibilities and duty of care of consumers and complainants.


The Accidental Counsellor for Complaint Handlers workshop is aimed at equipping individuals with the ability and confidence to:

  • RECOGNISE when a client, customer, colleague, friend or family member is struggling,
  • RESPOND in an appropriate and compassionate manner, and
  • REFER to appropriate support.
  • Personal and organisational boundaries
  • Anger and self-care

Participants are neither expected nor encouraged to be counsellors, however their compassionate and appropriate response, in the moment, to a person struggling to cope with their daily life can, and does, directly affect outcomes for the individual and, if applicable, their employer. Recognising suicidal ideation and learning how to Respond and get help are explicitly explained.

Self-care techniques are especially highlighted and are critically important, as being exposed to another’s crisis can be a traumatic event in itself, and especially for complaint handlers whose roles require high levels of emotional intelligence and resilience.

SOCAP Australia and Lifeline present this course in partnership and is specifically tailored for complaints handlers, customer care, and consumer affairs professionals.


Team leaders, managers, supervisors, complaint handlers, customer care agents and consumer affairs professionals. This training course will benefit front line complaint handlers in a high volume/high stress complaints environment


Members (three or more SOCAP members from one company) $627 per person.
Members $697 per person
Non-member $808 per person