The Complaints & Appeals Pack  has been developed to support RTOs in effectively tracking and managing complaint and appeal functions in services delivery.

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.

  80+  previous purchasers

The resource includes:

Complaints Policy 
Appeals Policy
Complaints Register 
Appeals Register
Complaints Record
Appeals Record
Performance and Outcome Monitoring - Complaints and Appeals Process
Internal Audit Tool - Complaints and Appeals Process 

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

  Purchase the pack now & also receive free access to a 1.5 hour video replay providing an overview of the pack & implementation guidance!

Version 2 of the resource has been updated to include performance monitoring & internal audit tools.

This pack is provided in MS Word / MS Excel formats (~25 pages in total), allowing easily integration within an RTO’s ongoing requirements for effective complaints and appeals processes.