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Learning and improving from complaints for aged care service providers

On 1st July 2019, the new Australian Aged Care Quality Standards came into force. These require Aged Care Service Providers to demonstrate they:

  • Encourage consumers to give feedback on the care and services they receive
  • Have effective methods of managing consumer complaints and responding to feedback
  • Take appropriate action to resolve complaints, using open disclosure when things go wrong
  • Monitor and review feedback and complaints
  • Use complaints and feedback to improve care and service quality
  • Have established effective organisation-wide systems and governance.

With a strong focus on transparency, openness and taking effective action, it's essential for Aged Care service providers to demonstrate they have a positive organisational culture that welcomes complaints.

Every piece of consumer feedback should be seen as an opportunity to learn and improve service and care quality.

This intensive one-day complaints masterclass for Aged Care service providers helps you equip your people with the complaints best practice knowledge and skills needed for effective learning and improvement from complaints.


Unfortunately, New Zealand and Australian Government COVID-19 travel restrictions mean our scheduled in-person events cannot proceed.

Register for an online, self-paced masterclass, or on our waitlist for future in-person events at the registration links below.

Masterclass details

  • Using complaints and feedback to drive continuous improvements in service quality
  • What the 2019 Aged Care Quality Standards mean for complaints management
  • How to tackle defensive organisational behaviour that'll prevent you meeting the Standards
  • World-class best practice in complaints management
  • How to foster a culture that welcomes complaints and feedback
  • Putting your new skills into practice, creating an individual action plan to transform your organisation

We use best practice standards, research material, presentation content and interactive group discussion and exercises to help attendees get the most from new content in a practical and engaging way.


1. The Aged Care Quality Standards and complaint management

  • How the 2019 Aged Care Quality Standards fit with complaints best practice
  • Getting to grips with Standard 6: Feedback and complaints

2. How complaints best practice helps Aged Care providers to improve

  • Learning from AS/NZ 10002: how the International Complaints Standard helps Aged Care providers
  • Responding to complaints - how response quality impacts consumer satisfaction

3. Human factors: creating a positive culture that welcomes and learns from complaints

  • How managers and employee attitude affects complaint performance
  • Defensive organisational behaviour: what it is and how to avoid damaging consumer relationships
  • Practical hints and tips for successfully changing organisation culture

4. Achieving continuous improvement by learning from complaints

  • Best practice in continuous improvement: how to use complaints to learn and improve
  • Case study practical: Root cause analysis
  • Open Disclosure: applying the new guidelines to deliver performance improvement

5. Putting improvements into practice

  • What's required to transform your organisation's culture?
  • Case study exercise : putting complaints theory into practice
  • Creating an action plan for improving your own organisation

  • Individual masterclass workbooks to make notes in and keep after the event
  • Refreshments on arrival, morning and afternoon tea and a working style lunch
  • Reference copies of the relevant 2019 Aged Care Standards (6 and 8) and the AS/NZ 10002:2014 Standard are available for attendees to refer to during the event.
  • Option to purchase a licensed copy of the AS/NZ 10002:2014 International Standard to keep (select this at checkout)

This masterclass will be re-started at central CBD locations across Australia based on demand, once Covid-19 border restrictions have been removed. Sign-up on the waitlist to help with demand planning at your location.

  • Sydney, NSW
  • Melbourne, VIC
  • Perth, WA
  • Adelaide, SA
  • Brisbane, QLD
  • Canberra, ACT

Register on the waitlist and we'll schedule an event as soon as possible (8 attendee minimum).

  • Executive Directors and Senior Managers
  • Customer/Client Service Managers
  • General Managers / Facility Managers
  • Complaint Managers
  • Quality Managers responsible for continuous improvement
  • Internal Auditors assessing complaints performance
  • Programme and Project Managers delivering business change
  • Other Aged Care staff responsible for complaints and continuous improvement
Dr Jason Price photo

Dr. Jason Price

Jason facilitated training sessions in the new aged care standards for complaints staff at the Aged Care Quality and Safety Commission in 2019.

His recent article on aged care complaints improvement was published in Australian Ageing Agenda magazine. Jason speaks on best practice in complaints management at international conferences and events throughout Australia, New Zealand, the UK and Asia.

He is an independent consultant with over twenty years' experience improving clients' performance, from strategy to delivery. Complaint management clients include the Aged Care Quality and Safety Commission, NSW Fair Trading, SOCAP Australia, Microsoft Australia, Inland Revenue NZ, Hutt City Council, Dunedin City Council, Porirua City Council and Fairway Resolution.

Jason holds a Ph.D. in Artificial Intelligence (Genetic Algorithms) and professional accreditations in consultancy, programme and project management.


Attendee feedback

87% of previous attendees at Price Perrott events rated them as Excellent or Good.

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