Make space for the concern
The Commission’s complaints guidance emphasises respecting the person’s rights when resolving complaints. A useful training activity begins with how a worker receives the concern: listening calmly, avoiding defensiveness and understanding what the person wants to raise.
Official reference: NDIS Commission: complaints about services you provide ↗
Do not promise an outcome you cannot authorise
A worker may be able to explain the next step but not decide the final response. Teach staff how to describe their role honestly. A clear handover to the appropriate person is more useful than a reassurance that cannot be delivered.
Record the concern accurately
Use the approved process and distinguish what the person said from the worker’s interpretation. Include the information needed for follow-up without collecting unnecessary personal detail. Let the relevant manager determine the next response within your procedure.
Use a short practice scenario
For example, a person says staff have been arriving late. Ask the learner what they would say first, what they would record and who should receive the information. The exercise should focus on a respectful process rather than judging the complaint as small or inconvenient.
Close the learning loop
Review recurring themes and improve the instructions staff receive. Care Enable can help create a complaint-handling lesson based on your approved policy, with scenarios and knowledge checks that reflect the responsibilities of different roles.
Complaint handling training: a practical team exercise
Practise the first response
Use a fictional concern about an appointment or support arrangement. Ask the learner to acknowledge it, describe their role and explain the next step. Review tone and clarity without promising an outcome the worker cannot authorise.
Review these questions
- Has the concern been heard?
- What must be recorded?
- Who owns follow-up?
Agree one improvement, nominate the person responsible and choose when to review it. Keep the exercise separate from decisions requiring specialist advice or role-specific authorisation.
Find learning for your care team
Explore NDIS staff training, discuss aged care staff training, or plan custom induction training around your approved policies. Compare annual training prices and contact Care Enable Training about suitability.
