Solving problems, supporting staff!

Responding to complaints is one of the hardest (and most important) jobs that our frontline staff have to do, sometimes on a daily basis.  Complaints are often the gateway to achieving our regulatory objectives, which means the complaint pathways and the complaint handlers require a high level of skill and a supportive environment, whether you are a regulator who relies on powers of persuasion, or a regulator with powers to prosecute.  

For all regulators, getting proactive on complaints management and equipping frontline staff to respond effectively is an increasingly important focus for workforce capability building and culture.   

Please join our expert facilitator and panel to discover the tips and tricks, tools and techniques, that frontline regulators can draw upon to respond effectively to complaints, and how you can contribute to building positive complaints handling culture and capability in your organisation.

If you are a regulator based in NSW, please join us in person for the webinar followed by a special networking lunch where you can hear more about the Society of Consumer Affairs Professionals (SOCAP) where Australian and New Zealand complaint professionals come to connect, build skills and advance the complaint management industry. The in-person event is at the University of NSW, CBD Campus, 1 O’Connell Street Sydney.

• Facilitator: Liz Tydd
• Presenter 1: Nicole Lawless
• Presenter 2: Fiona Brown
• Presenter 3: Matt Press

For further reading:

• ROI of Complaints for Public Organisations
• Social Returns on Complaints Handling for Public Organisations: Your Checklist for Best Practice (PDF)