Document

Good complaint handling

Complaints are not always one size fits all. Understand what makes a strong process and apply it to your workplace.

2026 workshop dates now available.

Course content

Using our resources, you will learn to deal with complaints through understanding:

  • why you should welcome complaints, and how to do so
  • what you need for a good complaint handling process
  • different types of complainant behaviour
  • what you can learn from complaints to fix problems and improve services.

Learning outcomes

After completing the workshop, you will:

  • appreciate the value of complaints to your organisation
  • use your process to strengthen relationships with people who raise concerns with you
  • confidently respond to and learn from complaints
  • develop techniques for managing expectations and avoiding escalations of conflict
  • recognise a human rights-based complaint
  • improve your service delivery and your approach to complaint handling using complaint data.

Testimonials

"Thank you again for the great workshop, I took away a lot and it has given me a bit more confidence in the complaints space at [my workplace] going forward."

June 2025


"Thank you so much ... Such a great and informative session :)"

June 2025

Contact us

For all enquiries, contact our Education team at

education@ombudsman.vic.gov.au

Next session

  • Start Date
  • End Date
  • Location
  • Price

Facilitators

Irene Parker

Manager - Engagement, Education & Prevention

Irene Parker is also the Senior Facilitator in the Victorian Ombudsman’s Education & Prevention team. She is a Training and Programme Development Specialist with extensive experience in both Australia and Asia. Prior to joining the Victorian Ombudsman, Irene worked as a corporate trainer, with a focus on customer service and best practice. She also has established careers in advertising, marketing, and the performing arts.

Marita Cullen

Program Coordinator and Facilitator

Marita’s firsthand experience dealing with complaints supports the high level of training she provides to our public sector education programs. Before joining the Victorian Ombudsman as an Investigation Officer, Marita provided investigation and regulatory services with the Victorian Institute of Teaching and the Tertiary Education Quality and Standards Agency.