2025 Standards for RTOs - Skills Education’s Standards Hub 2.3

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Quality Area 2 - VET student support

VET students are treated fairly and properly informed, supported and protected.

Division 2 - Training support

Requirements

Standard 2.3

Outcome Standard

(1) VET students have access to support services, trainers and assessors and other staff to support their progress throughout the training product.

Performance Indicators

(2) An NVR registered training organisation demonstrates:

(a) how it determines the training support services to be provided to each VET student and how it makes these training support services available to each VET student;

(b) VET students have access to trainers, assessors and other staff who are responsible for supporting the VET student;

(c) VET students are informed by the organisation about how and when they can access trainers, assessors and other staff who are responsible for supporting the VET student; and

(d) queries from VET students are responded to in a timely manner.

Risks

Not conducting pre-enrolment checks to understand individual student needs and the training support services the student might access to help them successfully complete the relevant training product.
Not regularly reviewing the training support services that are being provided by third parties to students, to ensure they are appropriate and meet the standard expected.
Failing to inform students how they can contact trainers and assessors, or other relevant staff.
Not informing students of the options available to lodge an enquiry and how long they can expect to wait for a response.