Effective and proactive management of RTO complaints and appeals
Recorded 14 June 2022
They can be linked, but they're not the same thing
All RTOs are required to have a ‘complaints and appeals’ process in place as part of their commitment to transparent dealings with learners and clients.
However this doesn’t necessarily mean the process is always handled in the most efficient and proactive way. Plus, a complaint isn’t the same as an appeal.
Join this session with Ian Whitehouse to learn more about:
The difference between a complaint and an appeal
What an RTO is obliged to do
Reasons for why a non-compliance might be found against Standard 6
What to do to maximise best practice
Other Details:
- Recorded - June 2022
- Duration - Approx. 60 mins
- Access - 30 days from date of purchase
Past Feedback
Here's what others who watched this session had to say:
- Thank you Ian - very informative!
- Great session - Understanding the importance of documented processes and policies and recording all interactions with feedback, complaints, etc was excellent
- Got confirmation we are doing it right
- Great to hear the end to end and what the implications are, policies and procedures are there for a reason; they should be referred to and used
- Thanks for sharing that we need to give information to staff on how to resolve complaints in a legal and ethical way
