This course is not currently offered, please contact the school or faculty of your program.

Course description

Not offered 2011

Complaints handling is a growing area of conflict resolution and prevention. In this course, students will explore the benefits of effective complaints handling. Theories, research and practice in this area are developing to support the design of systems which ensure satisfaction for complainants, industry and statutory bodies. Students will also explore the role of an ombudsman, complaints tribunals and commissions. The design and practice of effective complaints handling are introduced including policies, procedures, skills, approaches, time frames, resources and alternatives. This course will explore in depth what is involved in effective complaints handling and resolution, with a focus on both theoretical models and applications. Students can expect to gain a firm understanding of how complaints may be best managed and resolved, as well as developing skills in handling complaints and designing complaints handling systems. The course comprises instructor presentations, guest speakers from industry and industry schemes, readings, case discussions, exercises and role plays. Ranging from a 'macro' to a 'micro' view, topics will include: a brief introduction to the nature of conflict and the resolution of disputes, Australian and International Standards; complaint handling and resolution a model; a consideration of why complaints handling is now such `big news; complaint handling and business; designing a complaints handling system; industry schemes; consumer emotions; call centre and telephone complaints; and, skills development. The course will be conducted in a three-day intensive block of classes (9 am-5 pm) followed by a one-day class approximately six weeks later during which students will present their research-in-progress.