Complaints Management

  • Author: L Kelly
  • Level: 3
  • Study time: 17 mins
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Lesson series
Complaints are a valuable opportunity to improve services, not just problems to solve. This course covers how to handle complaints professionally, ensuring fairness, transparency, and compliance with the Code of Rights. Learn the complaints process, adverse event reporting, and how to respond effectively while maintaining positive relationships. Essential for anyone in healthcare, social care, or customer-facing roles.
  • Video time: 17 mins
  • Quiz: 1
  • Assessment: 1
Lesson series

Why this Care Training course?

Everyone has the right to voice concerns and receive fair treatment. This course covers the right to complain under the Code of Rights, how complaints should be handled, and why a transparent, professional approach matters. You’ll learn how to respond to complaints, follow procedures, and use feedback to improve services. Handling complaints well builds trust, accountability, and better outcomes for both clients and healthcare providers.
Meet the instructor

Leigh Kelly

Leigh Kelly is a New Zealand Registered Nurse who has been working with the elderly and disabled since 1974. Her ADN focused on young physically disabled.

She has been a Charge Nurse at Kenepuru and Greenlane Hospitals Continuing Care Wards, owned her own dementia specific rest home and worked and managed rest homes.

She also has vast experience as a RN in continuing care facilities. 
Patrick Jones - Course author