Follow us on Social Media


Complaints Investigation

Workshop overview:

This workshop offers a process for complaints investigation and resolution. Case studies will be used to demonstrate a best practice approach with references to approved provider responsibilities and practical skills in applying a streamlined complaints investigation approach.  


Who should attend: 

Managers, Quality Manager, Clinical Managers, Work, Health & Safety Managers and Coordinators, HR Managers.


Outcomes of this workshop:

  • Snapshot of Provider responsibilities under the Aged Care Act 1997 and funding agreements with the Australian Government.
  • Types of complaints – health care, personal care assistance, communication, staff roles, living environment, fees and charges in care agreements and choice and preferences in care arrangements.
  • Applying a solution-focused framework to deal with complaints
  • Identify the primary tools or components of an investigation – conciliation, investigation, service provider resolutions and mediation.
  • Learn key elements that enable complaints to be resolved –confidentiality, effective communication, active questioning, natural justice principles and an equitable and fair approach for all parties.
  • The principles of effective complaints documentation.

About the facilitator:

Diane Herr is a Registered Nurse with over 25 years’ experience in the aged care sector, 15 of those as an Aged Care Consultant, primarily in Residential Care. Diane has broad and extensive knowledge and applies these skills and expertise across both clinical and operational areas. These include compliance reviews, pre and post accreditation support, investigations, and training and mentoring, which she weaves into consultancies undertaken, to ensure staff are supported to effectively perform their roles.

Diane has a passion to impart knowledge and build capacity within Organisations, to ensure they have the knowledge and skills to provide the optimal level of care and service to their consumers.

Date: TBC

Time: TBC 

Cost: ACCPA Member:

1 – 2 people: $289 (GST inc) each
3 – 10 people: $260 (GST inc) each

Additional member discounts apply for groups of 11 and greater. Contact  for a discussion.

Non Member: $440 (GST inc)

Booking Terms & Conditions 


Aged and Community Care Providers Association (ACCPA) is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.  

A copy of the Australian Privacy Principles is available here:  

A copy of ACCPA’s Privacy Policy is available here:  

Photographs and video footage may be taken during an ACCPA event or training session for ACCPA promotional purposes including social media, publications or communications. If you do not want your image used, please advise us via writing.  

Utilising the contact details provided to ACCPA from time to time, Learning and Professional Development will send out information on upcoming training opportunities in a direct electronic message. If you do not wish to receive this information and prefer to ‘opt out’ – email  and we will remove you from our ‘waiting lists’ and ‘email communications’ database. 

Cancellations, Refunds, Substitutions and Transfers: 

ACCPA’s Learning and Professional Development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the What’s On page. 

Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of ACCPA, a full refund will be paid, directly to the customer who has made the initial purchase. 

A full refund is also available if a participant withdraws from a training session, 5 or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis. 

An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided. 

Payment Terms 

It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement.   All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a Tax Invoice will be emailed to the person making the booking.