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Online Complaint Handling Training Course for Public Bodies
Published on
Last updated on
Published on
Last updated on
Overview
This interactive training course builds skills for effective complaint management at all levels within an organisation with a user-centred approach. It can be completed at a learner’s own pace and seeks to embed the principles of accountability, transparency, and service improvement.
Duration
This is a 1 hour course (but can be completed in more than one sitting as progress is automatically saved).
Course Overview
This e-learning training aims to assist staff in public bodies dealing with complaints.
The course will provide learners with an overview of when an initial interaction/service request transitions into a complaint, information on how to deal with complaints, what to do if underlying systemic issues are identified, and how to deliver impactful solutions.
This course is recommended for all staff in public bodies.
By using interactive scenarios, this course will help learners prevent service requests transitioning into complaints and effectively deal with both informal and formal complaints. Moreover it will:
• Foster a fair, transparent, and user-centred complaint process
• Equip learners with empathetic, actionable complaint management skills
• Enable recognition of systemic issues for service improvement
• Ensure efficient interaction with the Ombudsman’s Office during an investigation of a complaint.
By the end of this course, learners should be able to:
• Identify good administrative practices
• Identify some of the key causes of complaints
• Prevent complaints arising
• Understand the fundamentals of effective complaint handling
• Confidently deal with any complaint and identify the relevant salient issues
• Structure complaint responses
• Understand the role of the Ombudsman’s Office and how the Ombudsman’s Office handles complaints.
There are five main parts to the course:
• Why Complaints are Made
• Preventing Complaints
• Resolving Complaints
• Formal Complaints Process
• The Role of the Ombudsman.