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Training

Training sessions

We offer a range of professional training for Victorian health service providers and their support staff as well as private sector workers who handle health information. Topics we provide training on include:

  • Understanding the Health Records Act
  • Successful handling of complaints
  • Orientation to the Health Complaints Commissioner

Upcoming presentation

Complaint Handling Standards

Date: Tuesday, 29 September 2020

Time: 10-11.30 am, Australian Eastern Standard Time (AEST) via Zoom

Presented by Ms Karen Cusack, Health Complaints Commissioner

Complaint handling is an important part of providing a safe and responsive health service. Providers with effective complaint-handling processes can often resolve most matters quickly and easily. They can also use the information from complaints to identify where they need to improve.


New Complaint Handling Standards came into effect on 4 June 2020 and replaced the interim standards in Schedule 1 of the Health Complaints Act 2016. Comprising of 11 separate obligations, the Standards set the minimum legal criteria for all health service providers in Victoria to meet when handling complaints about health services.


Health Complaints Commissioner Ms Karen Cusack will be conducting a presentation on these standards, which will cover how the Standards aim to:

  • Strengthen and improve complaint handling across the Victorian health sector
  • Provide a common benchmark for consumers and providers
  • Reinforce the importance of consumer feedback and person-centred care.

This course will assist health service providers to understand and implement the Standards. It will also benefit organisations and members of the community who are interested in finding out how complaints, as a vital form of consumer feedback, can lead to quality improvements in health services.

Register for this presentation now

Online course - Health records

Try our online course on health privacy and the Health Records Act. This free, introductory course will benefit staff at Victorian organisations who deal with the collection, handling or disclosure of health information.

Start now: Health Records Act training portal

Technical support for this portal is provided by Kineo on 1300 303 318.

Health complaints

Get an overview of Victoria's health complaints framework in our video 'Health Complaints in Victoria: what the changes mean for you'. This recording was made from an online webcast hosted by Commissioner Karen Cusack in July 2017.

Start now: Health Complaints in Victoria

Tailored training sessions

    To discuss tailored presentations for your organisation, please contact Dianne Padgett on [email protected].

    If you need to cancel your registration for an event please email [email protected].