Webinar - Trauma-Informed Complaint Handling (27 March 2026)
This webinar discussed how to recognise, respond to, and manage student complaints in a trauma-informed way.
It focused on the impacts of trauma, practical application of trauma-informed principles, and communication to support engagement, uphold procedural fairness, and adhere to regulatory requirements.
Industry expert Kim Copeland explained practical techniques for each stage of the complaints process, including preparation, engagement, information gathering, communication, and reflection, providing actionable strategies for improving student experience and outcomes.