Aged Care Essentials

Complaints and Feedback Management

 Approximately 35 minutes
 Released Sept 2025
 Completion badge included
Our Complaints and Feedback Management course is designed to give aged care providers, leaders, and staff the requisite practical knowledge and skills to navigate these evolving obligations and harness feedback as a driver for continuous improvement. This session, facilitated by Cynthia Payne, offers an in-depth exploration of the contemporary legislative and regulatory landscape. It presents an opportunity to reframe an organisation’s perception of complaints, not as a source of culpability, but as a primary driver of positive change. 

Looking to train your team? You can purchase multiple licenses directly at checkout and then send invitations directly to your team members for immediate access. 
Price excl. GST
Prefer to pay via invoice? Click here to request an invoice.

Presented by Anchor Excellence's Managing Director, Cynthia Payne

Why is this course essential for your organisation?

In response to the unprecedented reforms within the aged care sector, the establishment of robust, responsive, and transparent complaints and feedback management systems has become paramount. The new Aged Care Act 2024 and the Strengthened Aged Care Quality Standards place a critical focus on accountability, transparency, and high-quality, person-centred care. This course is a crucial tool for all aged care personnel, from direct care workers to executive teams, as everyone has a role to play in fostering a safe environment.
  Ensure compliance with
 the new Aged Care Act
The course delivers a comprehensive overview of the Aged Care Act 2024 and the operational specifics delineated within the Aged Care Rules 2025. Participants will gain an understanding of key requirements relating to complaints and feedback.
  Ensure adherence to
 the New Standards
This course directly addresses the revised requirements of the Strengthened Aged Care Quality Standards, particularly Standard 2: The Organisation, which mandates that providers foster and support complaints and feedback from both individuals and workers without fear of reprisal.
 Open disclosure practices
Participants will comprehend the principles and practical application of open disclosure
 Encourage continuous
 improvement
The course instructs on implementing a clear, documented process for managing complaints, from initial acknowledgement and assessment to subsequent follow-up and review. It emphasises the utilisation of root cause analysis to transform complaint data into actionable insights that elevate the quality of care.
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What you will learn

This session will guide your team through the critical essentials of complaints and feedback management. 
Price excl. GST
  • Recap legislative and regulatory requirements
  • Examine the purpose of receiving complaints
  • Outline the essential processes for complaints management
  • Understand open disclosure 
  • Describe practical considerations when responding to complaints
  • Understand the governance framework
  • Understand the use of complaints data for continuous improvement
YOUR FACILITATOR

Meet Your Expert Facilitator

 With extensive experience guiding aged care providers through regulatory change and complex clinical governance challenges, Cynthia brings a wealth of practical knowledge and strategic insight. Her leadership at Anchor Excellence is focused on empowering organisations to not only meet compliance standards but to truly excel in delivering person-centred, high-quality care. Cynthia is dedicated to fostering a culture of continuous improvement and deep respect within the aged care sector.

Cynthia Payne

Practice Lead - Strategy, Governance and CEO Excellence

Group Enrolment

Looking to train your team? You can purchase multiple licenses directly at checkout and then send invitations directly to your team members for immediate access. Alternatively, if you would like to pay via invoice, please click the button below to submit an enquiry. Our team will get back to you within 2 business days with an invoice and payment instructions.

Bespoke Training

We also offer bespoke training and workshops, tailored to your organisation's specific requirements. If you would like to discuss this option further, please click the button below to reach out to our team. Our team will get back to you within 2 business days to learn more about your requirements and how we can help you.
 

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