Fairness, transparency & learning from issues

Regulators assess whether complaints & appeals are handled fairly, promptly & independently, & whether outcomes are used to improve systems rather than quietly closed.

This session, recorded in October 2026, audits how complaints & appeals are received, assessed, managed & reviewed, with a focus on procedural fairness, learner confidence & organisational learning.

3 hours in duration

 10% discount! for VET PD Series subscribers - Use your Voucher Code when registering!

+ Takeaways

Complaints & Appeals Management  M&E Tools...
AAA Audit Evidence Request
Annual Management Review 
Appeals Register 
Closing Meeting Record 
Complaints Register 
Continuous Improvement Register 
Internal Audit Reflection 
Internal Audit Tool - Complaints & Appeals Processes 
Opening Meeting Record 
Performance & Outcome Monitoring - Complaints & Appeals Processes 
Stakeholder Survey - Complaint Appeal Post-resolution 
Stakeholder Survey - Complaints Appeals 

 

How it works

1. Download the resource pack, internal audit tool & evidence request listing.
2. Gather your evidence & follow the recording, undertaking & documenting your internal audit with the audit tool.
3. Pause & revisit the recording as you finalise your audit.
4. Implement the improvements identified & confirm effective.

 

What this session audits

• Accessibility & clarity of complaints & appeals processes
• Independence & impartiality of decision-making
• Timeframes, communication & record keeping
• Escalation pathways & external options
• Management of systemic vs individual issues
• Use of complaints data for improvement

 

Regulatory focus

This session has a particular emphasis on:

• Standard 2.7 - Feedback & complaints management addresses concerns & informs continuous improvement of the NVR registered training organisation.
• Standard 2.8 - Effective appeal processes are available to VET students where decisions of the NVR registered training organisation or a third party adversely affect the student.

Where complaints are poorly handled or discouraged, issues escalate externally through regulators or legal channels rather than being resolved internally.

 

This audit helped me to see the entire process of Complaints & Appeals management from a different perspective.
As always, I leave having gained knowledge about both the audit process & quality :)

 

Watch the Launch Session

 

About the Internal Audit Series

Systematic monitoring & evaluation anchored by internal audit.

Under the 2025 SRTO, regulators expect providers to demonstrate active, systematic monitoring & evaluation. Internal audit forms the backbone of assurance. This is now the #1 area of non-compliance identified by ASQA.

The Internal Audit Series is a 12-month, structured internal audit program delivering practical, facilitated audits across all core VET operating functions.

Find out more about the Series

 

Our Presenter

Phill Bevan - vetr Community Advisor

One of Australia’s most qualified & experienced VET expert auditors.

Phill is a highly respected expert in the VET sector, with 26+ 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 led 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, & has implemented new Quality Management Systems (QMS) in government departments, public companies, universities, national associations & large private RTO networks.

As a qualified auditor (Dip QA), he has conducted 500+ internal & external audits, including as a lead auditor in external audits for a National Regulator, & has provided 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, & TAE training packages at Certificate IV & 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.

 

Related courses

• Quality Essentials
• Risk: How-To!

 

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

 

CORE AREAS

TRAINING

• The Vocational Education & Training Sector
  
  • Interpret VET policy context
  • Operate within VET delivery & compliance frameworks