Complaint Call Handling Techniques

FOI 24/25-1367 - DOCUMENT 5

Helpful phrases to assist staff manage complaints over the phone

The purpose of this document is to provide staff with supportive language and key phrases when communicating with participants/carers/family members/providers about complaints and possible escalated situations over the phone.

Managing the Complaint	Suggested phrases	Benefits
Starting the Conversation	“Frank, I’m sorry to hear that this happened to you, it must have been frustrating….”	Rapport builder
	“Frank, I know you may have already been through this, but what would really help me is if I can hear it in your own words and then I will reflect back on what I’ve heard you say”
Reflecting on the information — use their key phrases	“It was your view that the staff member/planner/ “direct quote” “I think your words were “direct quote” “You then described “direct quote”	Pulls facts together Organise/manage discussion Establish base for further discussion
Checking your understanding	“You began by explaining……” “Is there anything I have missed there?”	Ensuring you have captured all issues
Complaint goes off on a tangent	“Frank, I can hear that these points are important to you, however for me to better assist and support you, we need to stay on track with what the actual issue/s is/are that I can help you with, which are … Can you tell me what happened next.”	Keeps the conversation on track

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FOI 24/25-1367 - DISCLOSURE LOG

Managing the Complaint	Suggested phrases	Benefits
	“I can hear that you are frustrated with the circumstances, I do want to listen to you and assist you, however we need to keep on track of what the issue is”. “I can hear that you have many issues that you would like assistance with, but you are moving from one matter to another really quickly. I would like to try to address one matter at a time - you said XYZ, can I start by looking at that with you?”
Complainant wants to discuss issues not within the scope of the agency	“Frank perhaps that may be beyond our conversation here today as it better relates to…”	Maintains the focus of the conversation and manages the complainants expectations
Complainant comes up with an unlawful/unrealistic option	“Frank, I appreciate that this is something that you see working for you, the challenge here is that we need to take all parties into consideration, including the legislation/scope of the scheme………. which is why I am asking you to ………..”	Acknowledges the complainants suggestion without dismissing it straight away
If it is unclear if a complainant is upset regarding a decision that the NDIA has made, legislation/policy or the staff member who has delivered the outcome	“I appreciate your frustration. Is the main issue about the decision itself, the legislation that lead to the outcome or the procedures in making the decision?” “I appreciate your frustration. Is the main issue about the decision itself or the service that was provided by the staff member?”	This would allow the customer to reflect and be clear in their mind about what the issue is.
Staff behaviour or attitude	“I apologise for the experience you have had. Can you please explain to me what the staff member did to make you feel this way” “You have said that Peter was dismissive of what you said, tell me what Peter said to make you feel this way?” “We take all complaints seriously. I will pass this feedback onto Peter’s manager and they will discuss it with him. …… “To protect the staff members privacy we won’t be able to tell you the outcome of your feedback, but Peter’s manager may contact you if they need any further information” “Thank you for providing feedback, we intend to provide a high quality service to every participant/provider/potential participant/carer/family member”.	Reinforces that their compliant is important and that action will be taken to address this with the staff member. They feel heard. Instils confidence in the agency and our commitment to improving service.
Reality testing and then addressing and correcting any unrealistic	“What are you hoping the outcome to be from this complaint?” “What do you hope to get from this process?”	Tries to focus the complainant in reality and encourages them to think about realistic options.

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FOI 24/25-1367 - DISCLOSURE LOG

Managing the Complaint	Suggested phrases	Benefits
expectations – informing the complainant in specific terms what the agency can and cannot do
Persisting with an issue which we have already explained	“Frank, I acknowledge that your view is…we see it differently…” “Frank, I acknowledge that your view differs from ours, however, our job is to make a decision about…And based on …..this is what we have decided”.	Avoids the need to repeat the same thing numerous times
Positive language	“Yes, that’s OK”. “What I can do for you is….”	Rather than “I think that will be ok’ This creates an impression that you are sure, not confident or are not prepared to check the information or process.
Concerned about the complainants welfare	“I am concerned about your well-being as you mentioned XYZ. I don’t want to hang up unless I know that you are safe. Is anyone with you right now? Do you have someone that you can talk to about how you are feeling, such as a family member, friend or medical professional? I would like to transfer your call to … or Lifeline/Beyond Blue who may be able to offer further support/assistance regarding these concerns. Would you like me to transfer this call?” “We take every threat of harm/self-harm seriously so I need to confirm that you have someone with you who knows that you are feeling this way. If you don’t have somebody with you, I will need to discuss with my manager and contact emergency services to take appropriate action”.	Remaining calm, listening carefully, not dismissing information and allowing the complainant to express themselves will assist with the complaint feeling supported and listened to. Making appropriate referrals will give the caller the most appropriate and trained support.

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FOI 24/25-1367 - DOCUMENT 6

De-escalation Techniques

SELF CONTROL

Act calmly and confidently
Have lowered, uncrossed arms and open hands — an open posture
Relax face, don’t frown or purse lips
Breathe deeply and concentrate on the situation
Slow gentle movements, relax body, no hands on hips or in pockets
Ensure your non-verbal communication is non-threatening
Don’t judge, criticise, show irritation, frustration or retaliate
Don’t argue, do not defend or justify yourself
Remain objective, manage your emotions
Prepare responses in advance to insults commonly made
Do not react to abuse or insults directed at you, ignore them or partially agree with them

Remember, this is not personal, it is not about you.

DELIMIT

Separate yourself from others, people at risk
Move to a quiet place, ask to come aside
Invite to sit down
Establish backup support
Maintain distance, create space

CLARIFY

Ask what’s happening, use open questions
Sort out confusions
Use the person’s name
Speak clearly, say who you are, remind of existing relationship
Paraphrase and check what they have said

RESOLVE

Explain your purpose or intention
Give reasons, explain rules, reasoning, be honest, express fallibility
Give the person the opportunity to control him or herself
Make a personal appeal, remind them of a previously agreed strategy
Negotiate options, have a plan for the next step at the ready
Outline the consequences of different courses of action
Offer choices and options, leaving power with the individual
Be flexible, negotiate, compromise

RESPECT & EMPATHY

Show interest, concern and expression congruent with words
Use a concerned and interested tone of voice, calm and steady
Listen, hear and acknowledge feelings and needs, use empathy
Don’t yell or shout over the person, wait until they take a breath
Empathise with feelings, not aggressive behaviour (“I understand you are angry, but it is not okay to shout/swear/threaten staff”)
Make eye contact, while exercising care not to be confrontational
Extend self and thinking to understand their viewpoint
Answer all requests for information, regardless of how they are phrased
Do not tell the person what they should or should not be feeling
Take the time to hear the person out, don’t hurry them, be patient
Allow silence, don’t fill it with your thoughts and questions

Ensure you are familiar with the Aggression Response Plan steps in case you are unable to de-escalate the situation

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