BackFollowing the success of last year, the Commonwealth Ombudsman is hosting its annual complaint handling forum entirely online over four sessions on 20–24 June 2022.
The forum’s theme is – Complaint Handling: Embracing Challenges and Change and covers complaint handling topics for public and industry sectors.
With a broad range of appeal, participants can expect an engaging webinar series which offers a mix of strategic insights and useful complaint handling strategies to improve complaint handling.
The forum includes 4 webinars over one week in June 2022, with a line-up of highly esteemed speakers. The forum agenda includes three keynote presentations and a panel discussion as detailed in the table below.
We note that all sessions will be delivered in English and in AEST.
· Cost: $25 AUD per session or $75 AUD for all four sessions
· Registration: Buy tickets here
Session 1
Practical strategies to improve and control client interactions through vocal techniques and active listening
Monday 20 June 2022
12.00pm – 1.30pm AEST
Keynote speaker: Amy Hume, Vocal coach
Session 2
Workforce planning in the complaint handling context
Tuesday 21 June 2022
12.00pm – 1.30pm AEST
Keynote speaker: Adina Leu, Director, Australian Public Service Commission
Session 3
Supporting and promoting wellbeing for complaint handling staff remotely: challenges and lessons learned
Thursday 23 June 2022
12.00pm – 1.30pm AEST
Panel discussion with the Telecommunications Industry Ombudsman, Australia Post and the Office of the Commonwealth Ombudsman
Session 4
Psychology behind challenging behaviours
Friday 24 June 2022
12.00pm – 1.30pm AEST
Keynote speaker: Professor Rosemary Purcell, Psychologist
For more information, please contact the team at chf@ombudsman.gov.au
Source: Commonwealth Ombudsman of Australia
