Every Voice Matters — Embracing Culturally Safe Practices in Feedback and Complaints in Residential Aged Care: from Policy to the Frontline
We're excited to introduce our free masterclass on feedback and complaints comprised of two highly interactive online sessions. Participants will learn how to strengthen their complaints and feedback systems, including whistleblower protections, and how to encourage consumers, their families and workers from diverse cultural and language backgrounds to proactively share feedback. Participants will also explore what the Aged Care Act and Strengthened Standards expect of providers and their teams at the point of care - and what that looks like in practice, not just in policy. The masterclasses will explore case studies, engage in considered discussion and enable participants to test learning through practical homework application and reflect on their own practices in a safe learning environment.
Why this masterclass is important:
Feedback and complaints are essential tools for improving care quality, protecting the rights of older people, and building trust between individuals, families, carers, and aged care organisations. The ability to engage effectively with culturally and linguistically diverse consumers, families and workers is one hallmark of highly effective complaints and feedback systems and practices.
The masterclass will be facilitated by Petra Jankulovski, owner of CoHandle and an expert in consumer complaint handling, dispute resolution and integrity systems within regulated sectors including aged care and disability services.
Registration requires participants to attend both masterclass sessions.
Early registration is recommended as the masterclass size is being limited to suit a highly interactive online learning experience.
This masterclass is intended for care team and clinical leaders as well as quality, safety and risk coordinators and managers in Commonwealth funded residential aged care.
Masterclass schedule:
Session 1 - Thursday 3 September 2026, 10am-12pm AEST
Session 2 - Thursday 17 September 2026, 10am-12pm AEST
