Live Webinar: He Said, She Said: Strategies for Effective Complaint Handling in Schools


Date: Monday 31st August 2020
Vic, NSW, Qld, ACT, Tas: 1pm to 2pm 
SA & NT:  12.30pm to 1.30pm 
WA: 11am to 12noon

There are many reasons why a school should be interested in managing complaints in the best possible way, ranging from legal obligation to protection of reputation. Unfortunately, in many cases the policies and processes designed to assist in complaint handling are either insufficient or not followed. This session will provide advice on a best practice complaint management framework for your school, and practical tips for keeping the process focussed and relevant, including:

  • Defining complaint handling objectives:
    • Compliance
    • Relationship management
    • Risk management
    • Responsiveness
    • Resolution
  • Essential components of a complaints handling framework
  • Developing a process and following it
  • Resource allocation: the cost-benefit analysis
  • Staff training as a critical component of complaint handling
  • The role of procedural fairness and navigating the complaint investigation process
  • Policy guides and resources, benchmarks for good practice
Live Webinars,Schools law and regulatory,Live Webinar: He Said, She Said: Strategies for Effective Complaint Handling in Schools

Amanda Ryding, Partner, Colin Biggers & Paisley Lawyers, Sydney

Amanda Ryding is a partner in the insurance team, specialising in directors’ and officers’ exposure and professional indemnity claims. She has acted for both insurers and plaintiffs and has particular expertise in conducting large-scale litigation. Amanda has advised insurers in respect of a wide range of claims against directors, both under the Corporations Act 2001 (Cth) and the common law. Recently, Amanda was a key member of the team that brought the leading case on the operation of section 6 of the Law Reform (Miscellaneous Provisions) Act 1946 (NSW), Chubb & ors v Moore & ors, to the Court of Appeal of the Supreme Court of NSW.

Amanda also practises in the area of education law, and has advised both schools and tertiary institutions on a wide range of issues.

Amanda has lectured and presented training seminars to clients on a range of subjects, including the Competition and Consumer Act, third party claims against insurers, document management, and email and internet risk management. She is the co-author of "The e company", published by Lawbook Co. Between 1990 and 2000, Amanda practiced in the UK.


This webinar is suitable for Senior executives from private and independent schools, around Australia, along with their advisors. This webinar is for practitioners with some knowledge in this area and looking to improve their knowledge.


Registered live webinar delegates will receive a CPD certificate for attendance at this webinar.  This webinar has been designed to run for 1 hour, however, webinar lengths can vary depending on the level of questions and discussion.

If you need assistance or have an enquiry, please do not hesitate to contact our Webinar Coordinator, Lisa Tran on (03) 8601 7709 or email:

© Television Education Network Pty Ltd 2020

Attending a TEN webinar couldn’t be easier. Basically it’s just like attending a seminar except that you don’t have to leave the comfort of your office or home. You just need to be available at the appointed date and time with your computer and internet connection.

Once you’ve registered for the webinar, we send you a link so that you can login to the webinar from your computer. The speaker delivers the session from their computer in real time. Just like a live seminar, you can ask questions of the speaker. You simply type your question into the question box and the speaker responds to it during question time.

At the end of the webinar session we send you a certificate to confirm your attendance and the number of CPD hours you earned.

You will need a computer with sound, an internet connection and earphones if you need to participate in the webinar in an open office environment (so you don’t disrupt those around you).

Product Code: RBVAUG20
 Price:   $198.00 (Inclusive of GST)
© 2020 Television Education Network Pty Ltd. All rights reserved. The program for this webinar is copyright and may not be reproduced in any form without the prior written consent of the copyright owner.