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


Date: Monday 31st August 2020
Approximate Length: 1 Hour

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
Recorded Webinars,Schools Law,Recorded 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.

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: lisa@tved.net.au

© Television Education Network Pty Ltd 2022

Product Code: WBVAUG20
 Price:  $117.70 (Inclusive of GST)
© 2022 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.