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.

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Outcome Standard 2.7: Feedback and complaints management addresses concerns and informs continuous improvement of the NVR registered training organisation.

Outcome 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.

The resource includes:

Complaints Policy 
Appeals Policy
Complaints Register 
Appeals Register
Complaints Record
Appeals Record
Complaint Acknowledgement Notification 
Appeal Acknowledgement Notification 
Complaint Outcome Notification 
Appeal Outcome Notification 
Post-resolution Survey
Performance and Outcome Monitoring - Complaints and Appeals Process
Internal Audit Tool - Complaints and Appeals Process 

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.

Watch an Overview of the Complaints & Appeals Pack

Once purchased, all updates are free, ongoing!

17 March 2025

Version 4 of the resource has been updated for the Outcome Standards – found in the National Vocational Education and Training Regulator (Outcome Standards for NVR Registered Training Organisations) Instrument 2025, the Compliance Requirements (including the Fit and Proper Person Requirements and NRT Logo Conditions of Use Policy) – found in the National Vocational Education and Training Regulator (Compliance Standards for NVR Registered Training Organisations and Fit and Proper Person Requirements) Instrument 2025.

Version 3 of the resource includes minor updates to reflect ASQA guidance in the DRAFT - Practice Guide - Feedback, complaints and appeals.

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