Courses and programs

Complaints Management at Point of Service


Welcome to the eLearning module Complaints Management at Point of Service.
The module is designed to develop the skills and understanding required by frontline clinical staff to respond effectively to consumer and carers complaints at point of service.

A certificate is issued on completion.


On completion of this module participants will:

  • Be able to confidently respond to complaints at the point of service using the three step process; stop, listen & look.
  • Employ techniques to resolve a complaint at the point of service and improve current and future health care experiences.
  • Identify and clarify the main issue/s involved in the complaint by using effective communication and inter-personal skills.


This course is applicable for all NSW Health Clinical Staff and may qualify for up to 0.35 hrs of Continuous Professional Development.