SOCAP Australia in partnership with NSW Ombudsman presents
How to Manage
Unreasonable Complainant Conduct
A full day workshop tailored for both the public and
the private sector
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 unreasonable complainant conduct. The
workshop will provide you with specific strategies and skills to effectively and
confidently deal with unreasonable complainant conduct.
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 while providing a safe and healthy work environment for staff, and
> verbal communication strategies to assist staff to deal with potentially aggressive situations.
Detailed learning outcomes are available on the SOCAP website.
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 management
responsible for setting complaint handling policy.
This workshop will be presented by the NSW Ombudsman’s Community Education and Training Unit.
The NSW Ombudsman is an independent and impartial watchdog whose job is to make sure that the agencies it
watches over fulfil their functions properly and improve their delivery of services to the public. We help agencies to
be aware of their responsibilities to the public, to act reasonably and to comply with the law and best practice in
administration.
Adelaide:
Thursday 15 May, CBD venue TBC
When:
9.30am to 4.30pm with registration from 9.15am
Cost* (inc GST): 3 or more from one company $500pp Member $560pp
Non member $670pp
Includes workshop materials & refreshments . Please refer to our website for cancellation policies and travel discounts.
To register online go to: www.socap.org.au
*Includes a copy of the Managing Unreasonable
Complainant Conduct Practice Manual.
SOCAP Australia in partnership with NSW Ombudsman presents
Managing Unreasonable Complainant Conduct
Registration Form/Tax Invoice ( or register online at www.socap.org.au )
Note: Bookings for more than one attendee must be received in the same fax/envelope at the same time if applying the multiple booking discount. Please photocopy if additional forms are required and also keep a copy for your records.
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Attendee 2:
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Please register me for:
Member
Member
(prices include GST)
Non member
Prices listed are per person
Managing Unreasonable Complainant Conduct
Adelaide: Thursday 15 May – 9.30am to 4.30pm
3 or more from
Individual
Individual
one company
attendee
attendee
$500
$560
$670
Total $
Travel Discounts & Hardship Policy
These options are available to eligible participants as follows:
5% discount if a participant has to travel over 150km to attend the workshop.
10% discount if a participant has to travel over 350km to attend the workshop.
Payment details
 Please invoice me for $
 I will make EFT payment into SOCAP Australia ’ s account
BSB: 033-157 Account #: 175184
SOCAP Australia has a hardship policy for vulnerable and disadvantaged consumer
groups and consumers. Please contact SOCAP Australia for more information.
 I have enclosed a cheque for $
Cancellation Policy
The closing date for registrations is seven days prior to the date of each workshop. All
payable to SOCAP Australia
 Please charge $
payments must be received prior to workshop commencement. Registrants unable to
attend may send a substitute at no extra charge—please advise the SOCAP office as
soon as possible. Alternatively, a full refund minus a 10% administration fee, will be
issued. Regrettably, SOCAP Australia cannot accept any cancellations or issue any
( p lease select )
Expiry:
Workshop Changes
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cancel sessions if enrolment criteria are not met or when conditions beyond our control
to my credit card
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refunds if notified less than five business days from the workshop.
SOCAP Australia reserves the right to make changes to content and facilitators, or to
made
Signature:
prevail. Every effort will be made to contact each attendee if a workshop is cancelled. If
a workshop is not held for any reason, our liability is limited to the workshop fee only.
Privacy Policy
Please refer to our website for details.
TAX INVOICE upon payment of the fees
Date of issue: 9 January 2014 SOCAP Australia ABN 20 058 477 017
Suite 205, 757 Bourke Street, Docklands, VIC 3008 Ph: 03 8102 9104 Fax: 03 8456 5987
Email: [email protected] Website: www.socap.org.au
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