Nina Harding is the creator of Frontline Complaints. She has been teaching complaint handling skills for over a
decade to some of Australia's largest companies. During this time several organisations asked for flexible, low cost, high quality
training modules for call centre staff. Frontline Complaints was created to address this need.
Frontline Complaints has been made possible due to the support of the Energy and Water Ombudsman (Victoria),
The Financial Ombudsman Service and the Insurance and Savings Ombudsman (NZ).
We gratefully acknowledge their ongoing commitment to promoting complaint handling excellence.
Nina Harding is the host of
the frontline classes. She is a dispute resolution expert
having worked in this field in Australia and
internationally since 1990. She is a law
graduate, a Harvard Law School trained
mediator and holds a Master of Laws.
Nina specialises in resolving business or
commercial disputes. She has mediated
numerous complex business workplace disputes and
large public or community disputes. Nina has
taught mediation, conflict resolution,
negotiation and complaint handling in
Australia, New Zealand and Asia.
Her clients have included state, local and
federal government, KPMG Peat Marwick, the
Hong Kong International Arbitration Centre,
US Aid, Hong Kong University, The Law
Institute of Victoria, the ATO, to name just
a few. Nina has taught complaint handling
to various organisations including CommSec,
ABN AMRO, Westpac, NAB and members of The
Financial Industry Complaints Service, The
Energy and Water Ombudsman NSW and The
Energy and Water Ombudsman Victoria and as a
postgraduate program through La Trobe
University and Queensland University.
Nina is joined on classes by
recognised experts such as
Allan Parker, Sue Fraser, Helen Mueller and
others. Our thanks to these very highly
experienced individuals who have willingly given
their time and effort to share their knowledge
with our viewers.
We also wish to thank the many
volunteers who have
appeared in the classes. Guest experts who currently feature on our online classes include,
Parker, PEAK PERFORMANCE - International
expert in negotiation and communication
KILDONAN UNITING CARE - Expert in financial
Helen Mueller, formerly of THE NSW OMBUDSMAN'S OFFICE - Expert in challenging customer behaviour
Jill Blyth, WORKLIFE AND WELLBEING - Psychotherapist and expert in workplace stress
Prof. Tania Sourdin, THE UNIVERSITY OF QUEENSLAND, Mediator and Professor of Conflict Resolution
Fiona McLeod, ENERGY AND WATER OMBUDSMAN (VICTORIA)
Karen Stevens, INSURANCE AND SAVINGS OMBUDSMAN (NZ)
Colin Neave, formerly of FINANCIAL OMBUDSMAN SERVICE, Chief Ombudsman
Simon Cohen, TELECOMMUNICATIONS INDUSTRY OMBUDSMAN