About Course
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
Course Content
Complaint Handling and Incident Reporting
-
Complaints and Reportable Incidents
01:39 -
Course Objectives
00:21 -
Learning Objective 1: Receiving Complaints
00:37 -
Participant’s Feedback
00:28 -
Making A Complaint
00:26 -
How are complaints recieved
00:56 -
Where can complaints be taken
00:30 -
What happens if you get a complaint?
00:27 -
Support From Your Organization
00:35 -
A Stronger Response
01:19 -
Serious Offences
00:19 -
Key Requirements
01:06 -
Consequences of a Serious Complain
01:03 -
6 Categories of Non-Compliance
01:11 -
NDIS Quality and Safeguards Commission
00:33 -
Other Complaints
00:39 -
Reflective Practice 1
-
Learning Objective 1 Complete
00:07 -
Learning Objective 2: Handling Complaints
00:41 -
Acknowledgement
00:54 -
Answers
00:30 -
Action
00:58 -
Seeking Feedback
00:39 -
Apology
01:13 -
Reflective Practice 2
-
Learning Objective 2 Complete
00:07 -
Learning Objective 3: Reportable Incidents
00:46 -
Incident Examples
01:06 -
What is a Reportable incidents ?
00:50 -
When to Report
01:18 -
Activity Review
00:58 -
Responding To Disclosures
00:32 -
Disclosures
01:07 -
NDIS Commissions Aim
00:32 -
Reflective Practice 3
-
Learning Objective 3 Complete
00:14 -
Summary
01:34
