Managing Unreasonable Complainant Conduct - Canberra 21 September

Canberra, ACT
Thursday, 21 September 2017

Managing Unreasonable Complainant Conduct - Canberra 21 September
Thursday, 21 September 2017 9:30 AM - 5:30 PM (Canberra, Melbourne, Sydney Time)

Training Choice
54 Marcus Clarke St
Canberra, ACT 2601

Map and Directions
How to Manage
Complainant Conduct


SOCAP Australia and the NSW Ombudsman have teamed up to deliver this training workshop – tailored for both the public and the private sector. The workshop will provide you with specific strategies and skills to effectively and confidently deal with unreasonable complainant conduct (UCC).

Unreasonable conduct by complainants can take up an inordinate amount of an organisation’s time and money. Additionally, if situations escalate this can lead to increased absenteeism, staff attrition, and counselling or related medical expenses. This, along with the increased incidence of extreme customer behaviours, means that it is critical for those who work in complaints to know how to manage UCC.

During this one-day intensive workshop you will learn:
  • what Unreasonable Complainant Conduct (UCC) involves
  • ten common mistakes complaint handlers make
  • preventative and reactive skills and strategies to effectively and confidently deal with UCC
  • how to deliver equity, fairness and efficiency along with providing a safe and healthy work environment for staff, and
  • verbal communication strategies to assist staff to deal with potentially aggressive situations.
This training is based on strategies developed as part of a joint project by the nine Australasian Parliamentary Ombudsman offices.

Who should attend

This workshop is designed for staff who come into contact with, or respond to, complainants or customers who display unreasonable conduct.

This workshop is also recommended for supervisors and senior management responsible for setting complaint handling policy.

Learning outcomes

By completing this workshop, participants will be able to:

  • explain the reasons why it is important to effectively manage UCC
  • appropriately categorise examples of UCC
  • identify the most appropriate management principle to apply to UCC
  • give examples of a range of strategies available to manage UCC
  • outline strategies for responding to the anti-social use of social media and the internet
  • implement key strategies for preventing UCC
  • demonstrate familiarity with the purpose and contents of the Model Policy for managing UCC
  • apply various strategies designed to reduce and/ or resolve conflict.
All participants will receive a copy of the Managing Unreasonable Complainant Conduct Practice Manual.

3 or more from the one company $627pp
Members $697
Non Member $808

If this is relevant for your staff or colleagues, please click on the "Tell a Friend" link below the register button above right.


Contact Information

  • Michaela Edwards
    Membership officer
    SOCAP Australia
    Phone: 02 8095 6426

Payment Instructions

  • All prices include GST
    SOCAP Australia accepts the following payment methods:
    Purchase Order
    EFT Payment Details:
    SOCAP Australia
    BSB: 033-157
    Account: 175184
    Please make cheques payable to:
    SOCAP Australia
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    NSW 2022
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