Effectively track & manage complaint & appeal functions in services delivery

Explore VET complaint & appeal processes under the revised Standards for RTOs.

In this session recorded in November 2024, we look at what is considered a complaint, common complaints and the key pitfalls as providers approach supporting students. Explore implementing effective complaints handling practices with a best practice approach.

We'll also do a detailed overview of our Complaints & Appeals Pack, looking at how to use the documentation and processes to self-assure this whole area of complaints and appeals processes.

All pack templates & tools have been aligned to Standards for RTOs compliance requirements and also aligned to ISO 10002:2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organisations.

+ Takeaways

vetr's Complaints & Appeals Pack

1.5 hours in duration

Investment: $99.00 inc GST. 

 25% discount for VET PD Series subscribers - Use your Voucher Code when registering!

What we cover

 Complaints handling requirements of the Standards for RTOs 

  Common types of student complaints

 Best practice approaches to complaints handling by providers

 Overview of the Complaints & Appeals Pack

Our Presenter

Phill Bevan - vetr Community Advisor

Phill is a highly respected expert in the VET sector, with 25 years experience working with hundreds of public, not-for-profit, private & enterprise VET providers. He specialises in strategic execution, quality management systems & standards implementation, offering unparalleled expertise in aligning organisational strategy with regulatory compliance & quality outcomes. He has lead various strategy projects with well-known brand public institutions, government-owned enterprises & departments, universities & private sector entities.

Phill's extensive experience includes successfully guiding diverse organisations through complex regulatory landscapes, leveraging his strategic insight & quality systems expertise to drive sustainable business improvements. His in-depth knowledge spans all key VET sector operating requirements, including strategic & business planning, risk management & continuous quality improvement. He has established many new RTO operations over the last two decades including the additional achievement of ISO certification for VET providers where desired and has implemented new Quality Management Systems (QMS) in government departments, public companies, universities, national associations & large private RTO networks.

As a qualified auditor, he has conducted 500+ internal & external audits, including as a lead auditor in external audits for a National Regulator, & providing invaluable support to myriad VET providers during 70+ ASQA regulator audits across six states & territories. He has held international certification with Exemplar Global & Fellow status with the AHRI. With qualifications in the BSZ, TAA, and TAE training packages at Certificate IV and Diploma levels, complemented by a Master of Education (Adult Education focus) specialising in competency-based training, Phill combines academic rigour with practical application. His strategic approach & proven track record make him a sought-after Advisor for organisations across various industry sectors aiming to maintain a robust strategic fit & achieve quality-focused operational performance.

 A Statement of Attendance is available for issue on completion of the event's activities. 

VOCATIONAL TRAINING INCLUDING COMPETENCY-BASED TRAINING

• The Vocational Education & Training Sector
  
  • Work within the VET policy framework