Complaints Handling System
Facilitator/Trainer Complaints Resolution Unit, Office of Governance Services
Intendedfor staff at all levels and essential for anyone who receives and/or deals with student, staff and/or external complaints.
Description
The Complaints Handling System (CHS) is the central repository for all UWS complaints, with the exception of protected disclosures. This half-day course covers system functionality and is delivered at the Case Officer level. A Case Officer is anyone who receives a potential complaint - that is, they are the first point of contact from a complainant who may be either a student, staff member or external contract to UWS. This level of training is designed to assist staff to manage and monitor issues and complaints raised within the University environment.
Learning Objectives
This program will enable participants to:
- identify CHS benefits and functionality
- define what a complaint is and identify the pre-complaint and complaint threshold
- register pre-complaints and complaints in the system
- record actions for resolution
- finalise complaints for outcome
- identify and describe user access levels
- search for complaints
- use complaints data in the positive sense - to support continuous improvement.
This course is part of the Computer Software and Systems Training program.
