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Managing Complaints for Retirement Village Operators in NSW


August 12
10:00 am - 12:00 pm
$125 – $250
Event Category:


Katie Brown
Trainer Short Bio
Katie has worked in the aged care sector for the last eight years in senior management roles in both workforce development and community service management. Most recently having worked for a large not for profit provider on the Sunshine Coast she managed three residential care services, a retirement village, rehabilitation clinic and home care service and led submissions to the Royal Commission for the organisation in 2019 before joining ACSA. Katie became passionate about palliative care whilst nursing her father through the end of his life and has been a staunch advocate for her 97-year-old Nanna who lives with her mum on the Sunshine Coast and receives home care services. Katie’s experiences as both a service manager and a consumer of services drive a passion to support services to focus on the customer experience through an amazing workforce. Katie’s first career and love were teaching and prior to working solely in the aged care sector, she spent eighteen years in the classroom including eleven years in the Vocational Education and Training sector focussed on health and community services working for TAFE Queensland, Aged Care Queensland and the Health and Community Services Industry Council.

August 12 @ 10:00 am - 12:00 pm

$125 – $250

These two workshops explore changes to the Retirement Villages Regulation in NSW that impact on complaint management and dispute handling for retirement village managers and operators. The workshops combine theory and best practice frameworks with a practical approach to reviewing real cases with peers.



Workshop 1:  Managing Complaints

  • Introduction to the psychology of complaining
  • What has led to the development of the Retirement Villages Regulation 2017
  • Overview of the Standards of Conduct for Retirement Village Operators
  • Complaint handling and internal dispute resolution schemes and requirements
  • Overview of best practice complaint handling processes and practices
  • How to manage informal and formal complaints
  • Understand the requirements and attributes of staff who respond to and manage complaints
  • Understand the requirements for documentation and record keeping
  • Using investigations, outcomes and trends from complaints to continuously improve
  • Practicing open disclosure in responding to and investigating complaints
  • Overview of the requirements for staff supervision, training and development


Workshop 2:  Dispute Handling and Managing Conflicts to resolution  https://www.agedservicesworkforce.com.au/event/dispute-handling-and-managing-conflicts-to-resolution/

  • Understand the importance of maintaining confidentiality and the requirements under Privacy Legislation in Australia
  • Introduction of a framework to help address conflicts
  • A deeper dive into some real case studies and a review of how they were handled
    • Disputes between Resident and Village Management
    • Disputes between Resident and Resident
    • Disputes between all Residents and Village Management
  • Understand some basic mediation techniques to assist with resolving conflict
  • Managing conflict with parties external to the organisation
  • Tips and tricks to maintaining professionalism under pressure
  • De-briefing and self-care strategies to ensure you don’t burn out!
  • Time for review and discussion about both of todays sessions.


Do one or both!!


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