Advanced Feedback and Complaints Handling Masterclass for Aged Care Team Leaders and Managers
Advanced Feedback and Complaints Handling Masterclass for Aged Care Team Leaders and Managers
- State or territory ACT, NSW, NT, QLD, SA, TAS, VIC, WA
- Type of program Online, Course, workshop
- Sector relevance Residential aged care, Home and community care, Retirement living and seniors housing, CHSP providers
- Topic relevance Leadership and management, Safety, quality and compliance, Mentoring and coaching
Workshop overview
Team leaders and managers play a crucial role in ensuring feedback and complaints and whistleblower disclosures are handled effectively minimising escalations and improving the experience and satisfaction of older people receiving care, their families, and nominated support persons, and ensuring compliance with industry standards. However, many find themselves overwhelmed – managing complaints without clear processes, struggling with underreporting from frontline staff, or misinterpreting policies, including whistleblower protections, in high-pressure situations.
This interactive masterclass equips leaders with the skills, tools, and confidence to manage complaints proactively and professionally, while ensuring accurate reporting, whistleblower protections, and effective resolution.
Who should attend?
This training is ideal for team leaders, managers, and executives working in residential aged care facilities, home care services, and community support organisations.
The outcomes are:
- understand the purpose of feedback and complaints – beyond compliance, as a tool for continuous improvement
- capture the right information – understanding what to record, how to document accurately, and why it matters
- learn clear reporting techniques that support transparency and consistency
- know how to guide and support frontline staff in responding to and documenting feedback correctly
- interpret feedback, complaints, and whistleblower policies correctly ensuring responses align with legal, ethical, and organisational requirements
- understand your responsibilities under the new Aged Care Act and how to foster a culture of openness and safety
- apply real-life problem-solving strategies to resolve complaints before they escalate.
Date: 16 July 2025
Time: 11am-12.30pm AEST
Ageing Australia members
1-2 people: $299 incl. GST each
3-10 people group discount: $269.10 incl. GST each
Additional member discounts may apply for groups of 11 and greater.
Non members
$478 incl. GST each
CHSP ticket
$50 incl. GST each
Note – Registration is one ticket per participant and all participants are required to access training on individual devices.
Disclaimer: The CHSP provider ticket price is subsidised by sector support and development (SSD) funded by the Australian Department of Health and Aged Care. Although funding for this session has been provided by the Australian Government, the material contained herein does not necessarily represent the views or policies of the Australian Government.
Who is facilitating?
Petra Jankulovski
With over 20 years focused on dispute resolution, Petra Jankulovski specialises in formal and informal conciliation spanning across many industries and the disability and aged care sectors. Petra is dedicated to assisting business to navigate complex issues for speedier resolution, while optimising staff and customer satisfaction and minimalizing expenses for providers.
Her academic grounding in social work and family dispute resolution informs her humanitarian and solutions-driven approach. Petra aims to empower the aged care sector with effective feedback and complaints frameworks that prevent escalations, reduce complaint fatigue and which foster a culture of continuous improvement. Petra conducts independent audits of aged care providers feedback and complaints policies, delivering tailored training to equip whole of organisation awareness and confidence in dispute resolution.
Booking terms and conditions
Privacy policy
Ageing Australia is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles is available at https://www.oaic.gov.au/privacy/australian-privacy-principles
Ageing Australia’s Privacy Policy
Photographs and video footage may be taken during this event for Ageing Australia’s promotional purposes.
Cancellation policy
Cancellations must be notified in writing to . Any cancellations made within 30 days prior to the webinar will be non-refundable. Delegates who, after registering, find themselves unable to attend the webinar are welcome to nominate a substitute and must inform the Ageing Australia events team in writing as soon as possible.
Payment policy
It is a condition that full payment is received within 14 days of receipt of the tax invoice or 10 business days prior to the webinar, whichever occurs first. Delegates who have outstanding payments will be asked to make payment prior to the commencement of the webinar and will not be admitted to the webinar until payment has been processed. Upon initial registration, a Tax Invoice/Receipt will be emailed to the person making the booking
Disclaimer
Information is of a general nature only and has been prepared without taking into account your organisations particular needs, circumstances and objectives. Some information presented in is of a general nature and participants may need to take into account their organisation’s particular needs, circumstances and objectives. While every effort has been made to disseminate accurate information at the time of presentation, legislative changes occur regularly. Participants are responsible for ensuring they are working to the most current regulatory requirements.
Aligns to the following Final draft strengthened Aged Care Quality Standards (February 2025)
- Standard 2 - The organisation
- 2.4 Risk management
- 2.6 Feedback and complaints management
- 2.6a Complaints and feedback management for aged care workers
- 2.6b Complaints and feedback management for individuals
- 2.6a Complaints and feedback management for aged care workers
- 2.9 Human resource management
- 2.4 Risk management
- Standard 3 - Care and services
- 3.3 Communicating for safety and quality
- 3.3 Communicating for safety and quality
