About this course
At TMR, we place the customer at the centre of everything we do. We're committed to providing and maintaining a best practice external customer complaints management system.
We do this by having a robust complaints management framework, made up of a complaints management policy and detailed procedures to guide our staff and customers through our customer complaints management system.
This training will focus on external complaints made to us by members of the public, stakeholders or staff members acting as members of the community; and applies to all staff including temporary and permanent employees, consultants, contractors, students or any other person who provides us with services on a paid or voluntary basis.
Currently, our team drive various training options and awareness raising activities, however, we understand that there may be a need to work through real complaint examples and ask questions to form an overall understanding.
This training aims to help you find out:
- what is and isn’t a complaint
- identifying, categorising and classifying a complaint
- your responsibilities and reporting
- processes for managing each stage of a complaint from when it is received to finalised
- additional resources that are available
- where to ask for help
The Human Rights Act 2019 protects the human rights of every person in Queensland. It's based on the principles of freedom, respect, equality and dignity. The Act recognises the inherent value of each person; regardless of background, where we live, what we look like, what we think or what we believe.
As public service employees, we must consider the impact of our decisions and actions on the human rights of our customers, for example, when making decisions and delivering services.
From 1 January 2020, customers are able to make a human rights complaint to TMR.
This training course involves completing three self-paced steps, before you participate in a skype workshop.
The Human Rights Act 2019 protects the human rights of every person in Queensland. It's based on the principles of freedom, respect, equality and dignity. The Act recognises the inherent value of each person; regardless of background, where we live, what we look like, what we think or what we believe.
As public service employees, we must consider the impact of our decisions and actions on the human rights of our customers, for example, when making decisions and delivering services.
From 1 January 2020, customers will be able to make a human rights complaint to TMR. This training workshop aims to help you:
- Understand human rights from the perspective of customer complaints
- Understand the difference between a human rights complaint from a 'regular' complaint
- Identify what is a human rights complaint
- Understand how to manage a human rights complaint
- Know where to get help.
Activities |
Face to face |
Estimated duration | 10 minutes pre-reading 3 hour face to face workshop |
Equipment required |
None |
Cost |
Free |
The Human Rights Act 2019 protects the human rights of every person in Queensland. It's based on the principles of freedom, respect, equality and dignity. The Act recognises the inherent value of each person; regardless of background, where we live, what we look like, what we think or what we believe.
As public service employees, we must consider the impact of our decisions and actions on the human rights of our customers, for example, when making decisions and delivering services.
From 1 January 2020, customers are able to make a human rights complaint to TMR.
This training course involves completing three self-paced steps, before you participate in an online workshop.
About this course
In the Investigating Complaints course, you will be presented with three different scenarios based on customer complaints. Each scenario focuses on a separate stage of the complaints investigation process
For each complaint, you will assume the role of a different Investigating Officer and will work through the investigation by choosing the path you feel is most appropriate.
About this course
The upside of upset – An introduction to complaints management aims to help you to understand the importance of complaints and how a great customer experience can make a difference.
Complaints are everyone’s responsibility. You may not come across complaints on a regular basis, so this will help you to determine what is and is not a complaint. It will also help provide you with a basic understanding of complaints management.
TMR employees should understand their obligations in respect to the capture, storage and use of audio and video records, regardless of the capture device or their role in TMR.