New Training Module: Complaint Handling for Public Bodies

The Office of the Ombudsman in conjunction with the IPA and OneLearning has developed a one-hour online training module for all staff in public bodies who deal with complaints.

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.

The course provides 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.

If you are registered with OneLeaning you can complete the course by logging on to the OneLearning platform.

The e learning module was launched by Ombudsman Ger Deering and Ciara MacNamara from the Institute of Public Administration. As part of the launch, a webinar for Training and Development Officers from across the civil service was held to introduce them to the training module and explain its benefits.