Managing persistent complainants

Who should attend

Managers, HR managers and delegates who are responsible for handling complaints.


An employment setback can be difficult to handle and some employees never get over it. A persistent complainant can demand hours of a manager's time in responding to grievances, requests for review of action, appeals and the like. This session asks whether a persistent complainant is born or made, and looks at ways of managing their complaints to deal fairly with the complainant while minimising the time and energy they absorb.


Catherine Mann is a Senior Executive Lawyer specialising in public sector employment and workplace relations law. She represents and advises Commonwealth agencies on the full range of employment and workplace relations issues, including complex and contentious matters relating to discrimination, dismissals, SES employment issues, public interest disclosures and enterprise agreements. Her experience also includes administrative law litigation in the Administrative Appeals Tribunal, Federal Court, Federal Circuit Court and workers' compensation. She was solicitor on the record for the Minister for Workplace Relations in the Board of Bendigo TAFE v Barclay High Court appeal, and for the Commonwealth in the Ashby v Slipper litigation. She also worked on the fleet-grounding Qantas dispute.


1.5 hours scheduled for either am or pm. Refreshments will be provided at each seminar.


Standard fee – $220 (inclusive of GST) per person. No more than 20 people will be accepted on each course, and courses will only be conducted if we receive sufficient nominations.