Complaint Management Course

The Managing Complaints Course is best suited for front-line staff and their managers. This course provides the tools, knowledge, and fundamental skills to effectively handle, investigate, respond to, and resolve customer complaints whilst providing insight into reducing the overall number of complaints in the workplace.


Illustration of a happy and sad face above the words "we want your feedback!". The image is associated with the idea that complaints can be a source of positivity and growth for your organisation. Realising this is what can help you be effective in handling and management of customer complaints in Future Institute's course.

Complaint Management

Complaints are a fantastic source of continuous improvement, innovation, and growth for any organisation.

Complaints can be very costly, time consuming, and stressful for those dealing with the issue. However, with the appropriate complaint management and investigation skills, complaints can be an opportunity to improve your service and even generate more income.

Customers who feel listened to and have their problems solved can be incredible advocates. They often become loyal customers who continue to buy your services or products.

This course is aimed particularly at frontline staff and their managers to enhance their skills, knowledge, and capabilities and enable them to deal with complaints in a productive and proactive manner. The course focuses on the development of key interpersonal skills, which empower staff to negotiate and resolve a complaint with confidence.

IMPORTANT – Is Your Organisation A Financial Service?

The Australian Securities and Investments Commission (ASIC) Regulatory Guide 271: Internal dispute resolution[1] (RG 271) was released in July 2020 and contains updated standards and requirements that will drive financial services firms to ensure they handle consumer complaints in a fair and timely manner. These changes are enforceable – how prepared is your team?

Some of the key findings included:

  • Reduced timeframes for responding to complaints, including a reduction to a new maximum of 45 days for superannuation complaints (From 90 days).  This is still 90 days for death benefits
  • A greater focus on identifying, investigating and, where relevant, resolving possible systemic issues raised by complaints

A highly important component, outlined in this guide is that ASIC expects financial firms to develop and maintain a positive complaint management culture that welcomes and values complaints. A positive complaint management culture can produce beneficial outcomes for both consumers and financial firms.

Key Topics

Future Institute’s Complaint Management Course

The Future Institute Complaint Management Course is designed to empower your team and build confidence in the way that they view complaints from customers. This complaint handling program is not about just ticking a training box. It is about changing behaviour and leaning into complaints as an opportunity to learn and improve.

This program is about your organisation and improving your client experience. We will work closely with you to understand areas of desired improvement with respect to complaint handling and investigation. Our team will design activities that are highly relevant to likely scenarios from within your organisation to ensure that your teams are fully engaged. Additionally, we will discuss a range of strategies for participants to apply to retain their new skills, knowledge, and capabilities.

We believe that there are four key areas of focus to ensure your team is well prepared with respect to complaint handling and investigation to a high standard. They are as follows:

  • EQ-Graphic
    Mastering Your Emotional Intelligence

    How your emotions impact the interactions
    Understanding Empathy

  • Comm-Grap-2
    Effective Communication

    Active listening
    Defusing emotions
    Negotiating with empathy

  • target
    Resolving Complaints With Confidence

    Mastering a complaint process
    Building your resilience
    Continuous improvement

  • Gold-Medal
    Advanced Complaints Management

    Advanced negotiation
    Emodying the values and behaviours of your organisation

Program Delivery


This program is fully customisable to the needs of your organisation.  You can choose what areas are important to you and we will build the program accordingly.

Alternatively, we can make suggestions on how long the program should be based on your situation. This program can be as short as 1.5 days all the way through to 4 full days of training.

Blended Delivery

Future Institute has developed a range of eLearning modules to support the four topics within this course. These programs provide the underpinning knowledge prior to the face-to-face training, enabling the workshop to become more activity based (e.g. role play, small group activities).

Contact us to find out how we can customise this program to suit your organisation.

Course Benefits

  • Customisation

    Customised content to suit your organisation’s specific needs.

  • Workplace Trainers

    Specialised trainers will complete practical training in the workplace or we can deliver it virtually.

  • Activity Based Learning

    Learning through activites and shared experiences.

  • Resources

    A comprehensive list of take-away tools and resources.

Let’s Get Started

Are you ready to invest in the development of your team?

Find out more about our by contacting us.