Managing feedback, consumer expectations and transparency

This on-demand session is designed for aged care leaders who want to strengthen how their organisation manages feedback, complaints and consumer expectations in practice. It focuses on the operational reality providers face when regulatory requirements, consumer rights and day-to-day service pressures must all be managed consistently and transparently.

Effective complaints management is no longer just about resolving individual issues. Under the Aged Care Quality Standards and Statement of Rights, providers need systems that are accessible, responsive and capable of identifying risks early — while building trust with consumers, families and staff. That requires clear processes, shared accountability and visibility of what feedback is telling you about service performance.

This session explores how to move beyond reactive, “tick-the-box” compliance towards a structured approach that supports stronger governance and continuous improvement. It covers how to set clear expectations with consumers, close common process gaps and ensure feedback is captured, analysed and acted on across the organisation.

Rather than focusing only on regulatory theory, the webinar concentrates on execution — how to embed transparent, consistent practices into everyday operations so issues are resolved earlier and lessons are applied organisation-wide.

You’ll gain

• Practical guidance on building clear, accessible complaints and feedback processes
• Strategies for managing consumer expectations with openness and transparency
• Insight into common compliance gaps and how to address them
• An understanding of how data and reporting support governance and continuous improvement
• Real-world approaches to turning feedback into better service quality and outcomes