Lesson series

Complaints in Care

Complaints in Care is a practical course that helps staff respond to complaints with calm, respect, and professionalism. Grounded in the Aotearoa care context, it explores why complaints matter, how to recognise concerns early, and how to respond in ways that protect dignity, support trust, and uphold the rights of the person receiving care.

Through realistic scenarios and practical guidance, learners build confidence in recognising formal and informal complaints, responding with empathy, and supporting safe and respectful follow-up. The course also explores trauma-informed practice, relational repair, and the cultural and communication factors that can shape how safe it feels for someone to speak up.
Format

Online
Course

Format

Text and Audio Option

Duration

35 minutes

Price

$
12.50

Lesson series

Why this course is important?


Complaints are a vital part of safe, responsive care. They give people and whānau a way to speak up when something does not feel right, and they help services learn, improve, and strengthen trust. This course is important because it supports staff to recognise concerns early, respond with care and professionalism, and help create a culture where feedback is welcomed rather than feared.