A partnership between Homelessness NSW,
Domestic Violence NSW and Yfoundations

Complaint Management Workshops

Implementing a quality complaint management system

The three homelessness peaks have contracted the NSW Ombudsman’s office to deliver a free 1 day training on ‘Implementing a quality complaint management system’ for those working in the homelessness sector.

Locations and times



Venue address


15 February 2017

9.30am - 4pm

Level 4, Ozanam Learning Centre, St Vincent de Paul

99 Forbes Street, Woolloomooloo

Fully subscribed





14 March 2017

9:30am - 4pm


Linden Room, Parramatta RSL

Crn Macquarie and O’Connell Streets, Parramatta



To register, please send the following details to: rochelleb@shssectordev.org.au


  • Name of your organisation
  • Date of the training session you wish to attend
  • Name, job title and contact details of attendees

Who should attend

This workshop is designed for staff responsible for developing, managing or implementing complaint handling policies and systems, including quality assurance and corporate governance managers.

Learning outcomes

The workshop will provide essential elements for an implementing a quality complaint management system. Using the Australian Standard for complaint handling as a reference, participants will be guided as to what constitutes good complaint policies and systems. Facilitators will examine cultural and organisational issues relating to complaints, and provide an opportunity to learn how to use complaints to improve service delivery. Participants will apply learnings by reviewing their own organisation’s complaint handling systems.


By completing this workshop, participants will have information to:

  • understand key elements of policies and procedures for effective complaint handling
  • identify skills participants already use for effective complaint management
  • examine their organisation’s complaints culture
  • support staff involved in complaint handling
  • understand the roles of external organisations.


Training is free to homeless sector staff, available through the Homelessness Industry Partnership - Sector Development Project. Travel assistance will be provided to attendees from rural areas. Lunch is provided.


For further information, call the Industry Partnership on 02 8354 7602.