Effective Complaint Management Systems

SOCAP and NSW Ombudsman have partnered to deliver this full-day workshop which provides an overview of essential elements for an effective complaint handling system.

Using Australian Standards as a reference, participants are given guidance about what good complaint policies and systems look like. We examine cultural and organisational issues relating to complaints, and demonstrate how to use complaints to improve service delivery.

Learning Outcomes

  • understand the benefits and purpose of a complaints system
  • examine your organisation’s complaints culture
  • implement the three levels of effective complaint handling
  • support frontline complaint handling
  • identify possible resolution options
  • understand the key elements of effective complaint handling policies and procedures
  • review your organisation’s complaint handling policies and procedures based on the Australian Standard on Complaint Handling


Who Should AttendProgram Theme 
This program is designed for Advanced participants who
have senior experience in customer experience, consumer
care and complaints management roles, who are looking
to transform their organisation with new thinking and
strategic approaches to consumer management.
Participants with Intermediate skills are also advised to
attend to extend their professional skills and responsibilities.

Business Transformation


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

Register Online or Call 02 8095 6426 for more information

Can’t make the dates, no problem, we can come to you

Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Ask us for a tailored proposal for your team’s training by calling 02 8095 6426 or email socap@socap.org.au