Feedback and Complaints (Worker Pathway)

Ever wondered how welcoming feedback and complaints could make support better for everyone? This course empowers you, as a participant-facing worker, to see every complaint as a vital opportunity to improve care. You’ll discover why feedback matters, how to make it safe and accessible for participants to speak up, and how to respond with respect—even when feedback is directed at you. Learn how to uphold participant rights, spot safeguarding issues early, and document concerns accurately to help build a safer, more responsive support environment.

What you’ll learn:

• Understand why feedback and complaints are essential to quality, rights-based disability support.

• Make it easy, safe, and accessible for participants and their networks to express concerns.

• Receive feedback respectfully and support participants through the complaints process.

• Identify when a complaint involves a safeguarding issue and handle documentation and escalation effectively.