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Core Essentials

Complaint Handling and Incident Reporting


Description
In this course, you will learn how to effectively receive complaints and understand their importance to you, your organisation, and its stakeholders. You will also explore best practices for managing complaints. Finally, the course will cover what constitutes a reportable incident and how to follow your organisation’s policies and procedures for reporting them.

By the end of this lesson, you will be able to:

1. Receive and acknowledge complaints

2. Describe best practices for managing complaints

3. Recognise reportable incidents and follow the correct reporting procedures
Content
  • Complaints and Reportable Incidents
  • Course Objectives
  • Learning Objective 1: Receiving Complaints
  • Participant's Feedback
  • Making A Complaint
  • How are complaints recieved
  • Where can complaints be taken
  • What happens if you get a complaint?
  • Support From Your Organization
  • A Stronger Response
  • Serious Offences
  • Key Requirements
  • Consequences of a Serious Complain
  • 6 Categories of Non-Compliance
  • NDIS Quality and Safeguards Commission
  • Other Complaints
  • Reflective Practice 1
  • Learning Objective 1 Complete
  • Learning Objective 2: Handling Complaints
  • Acknowledgement
  • Answers
  • Action
  • Seeking Feedback
  • Apology
  • Reflective Practice 2
  • Learning Objective 2 Complete
  • Learning Objective 3: Reportable Incidents
  • Incident Examples
  • What is a Reportable incidents ?
  • When to Report
  • Activity Review
  • Responding To Disclosures
  • Disclosures
  • NDIS Commissions Aim
  • Reflective Practice 3
  • Learning Objective 3 Complete
  • Summary
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: 1 year
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