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Complaints Management Systems Workshop

This workshop will simplify requirements and guide you through the essential components of a complaint management system to ensure complaints are documented, investigated and result in improved outcomes

ILT (Instructor Led Training) via Zoom

Duration: Three hours

Workshop outcomes:

  • Create a culture that welcomes complaints as a learning and improvement opportunity
  • Best practice complaint response, investigation and open disclosure processes, including complaints from the Aged Care Quality and Safety Commission, or the NDIS Commission
  • Complaint management documentation to demonstrate effective risk management and continuous improvement
  • Monitoring and analysing complaint data to improve care and services
  • Checklist and case study practice to apply what you have learned
  • Comprehensively assess your complaints management system against Aged Care and NDIS quality standards
  • Improve your complaint management and investigation documentation
  • Improve outcomes for clients, staff and your organisation

This workshop is in partnership with Preventing Harm Initiative and facilitated by Michele Moreau.

Developer of the FACT documentation method, Michele is experienced in the implementation of clinical governance to achieve excellence in care delivery, quality standard compliance and supportive work environments for staff. She advises on clinical governance internationally and promotes the use of lean, human factor informed systems to simplify the achievement of quality outcomes.

Michele’s experience includes leading the risk management service for tertiary hospitals, the oversight of medico-legal cases, complaints systems, root cause analyses, open disclosure, credentialing processes, staff performance issues and clinical governance committees.

Who should attend?

It is recommended that Managers, Coordinators and Team Leaders responsible for complaint management systems and leading complaint investigation processes within disability service organisations are most suited to attend.

Event details:

Date: Wednesday, 30 August

Time: 1:00 pm to 4:00 pm AEDT

Location: Online 


  • NDS Members: $225 per person
  • Non-members: $345 per person