If a student is dissatisfied with their learning experience, or they wish to appeal an assesssment descision, they have the right to lodge a formal complaint or appeal. Your policies and procedures must inform your consumers of how and when they can lodge a complaint or an assessment qappeal, and of the fair process that will be undertaken to resolve the dispute.
This pack, when implemented, will contribute to your RTO’s compliance with the Standards for RTOs 2015 clause 2.1, 6.1, 6.3-6.5, 8.5.
Complaints and Appeals QMS Pack
File Format
Word documents - fully editable and customisable to your brand.
This pack contains:
- Complaints Handling POLICY PROCEDURE
- Assessment Appeals POLICY PROCEDURE
- Complaints Lodgement FORM
- Assessment Appeals Review FORM
- Complaints and Appeals REGISTER
- Consumer Protection POLICY PROCEDURE
THIS PRODUCT HAS BEEN SUPERSEDED
Due to the new release of the revised Standards for RTOs planned for 2025, this product has now been superseded.
Please visit our New Quality Management System which aligns to the revised Standards for RTOs.
