Complaints & Appeals Pack

If a student is dissatisfied with their learning experience, or they wish to appeal an assessment 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 appeal, and of the fair process that will be undertaken to resolve the dispute.

This pack, when implemented, will support your RTO to align to the revised Standards for RTO's planned for 2025, specifically, clauses 2.1, 2.7 and 2.8.

View more from our New RTO Quality Management System.

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File Format

MS Word documents - fully editable & customisable to your brand.

This pack contains:
Complaints Handling POLICY PROCEDURE
Assessment Appeals POLICY PROCEDURE
Complaints Lodgement FORM
Assessment Appeals Review FORM
Complaints & Appeals REGISTER
Consumer Protection POLICY PROCEDURE

Purchasing Agreement

Note that the CWTS Purchasing Agreement V1.0-24 Terms & Conditions apply when purchasing.

Aligns to the Standards for RTOs planned for 2025

Can be easily reverted to meet the current requirements of the Standards for RTOs 2015.

Policy Pack Implementation Support

To support the implementation of this pack within your RTO, view our QMS Essential Series - our collection of short, impactful online courses designed to equip RTO staff with practical knowledge on key compliance components of the Standards for RTOs.

• LLND Testing and Learner Support and Progression