Feedback and Complaints Masterclass

Join our free masterclass on feedback and complaints from culturally and linguistically diverse perspectives.

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.

This two-part, interactive masterclass will support workers in aged care to:

• Learn how to strengthen their complaints and feedback systems, including whistleblower protections.
• Gain the skills to encourage consumers, their families and workers from diverse cultural and language backgrounds to proactively share feedback.
• 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 masterclass 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.

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. 

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

Learn more about each session below.

Masterclass Session 1: More Than Words

In this masterclass you will:

1. Discover how to create the conditions for consumers and families from culturally and linguistically diverse backgrounds to genuinely share feedback — not just say yes
2. Understand what the Aged Care Act expects of you and your team at the point of care
3. Build a feedback loop that starts with the older person, travels through your team, and closes — every time

Masterclass Session 2: Say It Safely

In this masterclass you will:

1. Know exactly how to tell the difference between a complaint, a piece of feedback, a whistleblower disclosure and a SIRS reportable incident — and what to do the moment each one lands on your desk
2. Transform the way you manage complaints — moving from following the process to understanding the person, and discovering why that shift produces faster, more lasting resolutions
3. Learn what it really takes to close the loop with a consumer from a culturally and linguistically diverse background
4. Understand your whistleblower obligations under the Aged Care Act in plain language
5. Find the words to help your diverse workforce speak up — because when people feel safe to say something, everything changes
   

A bit about the session facilitator, Petra Jankulovski:

Petra Jankulovski is a dispute resolution specialist, and a subject matter expert in feedback management, complaints resolution and whistleblower protections. She has spent more than two decades working across Ombudsman offices, regulatory bodies and complex service sectors supporting organisations to improve how they respond to feedback and complaints, focusing on early resolution, staff confidence and consistent practice

Known for her practical, people-first approach and her ability to make complex regulatory obligations feel human and navigable, Petra is passionate about building confidence in the aged care workforce — particularly among culturally and linguistically diverse workers who have the most to contribute and the most barriers to overcome. Her approach is humanitarian at its core. People first — always. From any culture, at any level of the organisation

This masterclass series will bring together Petra's expertise in complaints management, cultural safety and workforce development in a format designed to shift thinking so that no concern goes unheard, no worker goes unsupported, and no individual goes unnoticed.

Register here