Our work

We provided plain language training for the Aged Care Quality and Safety Commission in 2024. We delivered 8 full-day online training sessions to about 150 Complaints Officers across Australia. The client’s aim was to promote the use of clear communication that all stakeholders can understand. In particular, complainants and people who receive care.  

Each session covered the key elements of plain language content, principles, benefits and understanding the needs of different audiences. Working through a set of examples and exercises, participants got practical experience in plain language writing and editing. We tailored exercises to reflect the kind of communications that Complaints Officers work with each day. For example, decision letters for complainants. We also covered reading levels and steps to creating a plain language document. Each participant got a training manual with all the key points, exercises and further resources.

We received very positive feedback in our post-session surveys, with 98% of respondents saying the training was useful and informative. Participants appreciated that we had tailored the sessions to their needs. A number of participants also said they liked the structure and mix of content in the session.

A sample of the written feedback:

Great session, I would not change anything.

I liked how interactive it was without feeling like being put on the spot to contribute.

It really made me re-think the way I write […] I felt that this training was really personalised to our organisation – not just a generic package.

The course provided some highly relevant and practical advice [about] how to use simpler language for complainants.

I loved how engaging the whole session was and the facilitators.