Complaints Handling and Investigations Refresher

Course Outline

It is essential that experienced complaints handlers remain current and up-to-date to ensure their practice reflects current best practice.
 
This one-day refresher course is designed for professionals who have previously undertaken the Complaints Handling and Investigation Award (CHIA) and would like to sharpen their skills in producing high-quality letters and reports following complaint investigations. The session focuses on enhancing clarity, structure, and analytical depth to ensure written responses are both credible and constructive

Key Learning Outcomes

• Integrate documentary, witness, and interview evidence effectively into letters and reports
• Identify key issues and facts, assess their source and weight, and reflect them accurately in responses
• Apply appropriate layout, format, and style to enhance readability and professionalism
• Clearly present findings and analysis for each complaint point with logical structure
• Write with clarity, objectivity, and purpose to ensure credibility and impact
• Critically evaluate their own and others’ written work using objective assessment criteria