2025 Standards for RTOs - Skills Education’s Standards Hub 2.7

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Quality Area 2 - VET student support

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

Division 5 - Feedback, complaints and appeals

Requirements

Standard 2.7

Outcome Standard

(1) Feedback and complaints management addresses concerns and informs continuous improvement of the NVR registered training organisation.

Performance Indicators

(2) An NVR registered training organisation demonstrates:

(a) it operates a complaints management system that:

(i) allows feedback and complaints about the organisation, any third parties, and any person employed or contracted by the organisation;

(ii) ensures all parties are afforded procedural fairness;

(iii) identifies reasonable timeframes for responding to and resolving complaints; and

(iv) provides avenues for further action where complaints are not resolved;

(b) information about how to provide feedback and make complaints through the complaints management system is publicly available and easily accessible by VET students;

(c) VET students are supported to provide feedback and make complaints;

(d) outcomes of complaints are documented by the organisation and communicated to all parties to the complaint; and

(e) feedback and complaints are used by the organisation to inform continuous improvement.

Risks

Failing to recognise complaints as opportunities to improve training and assessment services.
Not ensuring that your third parties are obligated to escalate complaints to you that they receive about services they deliver on your behalf
Failing to capture complaints and feedback received in informal settings, such as when students are having verbal conversations with trainers and assessors.
Failing to allow all parties involved in a complaint the opportunity to respond.
Not identifying and acting on trends from the complaints received.
Not considering the root cause or potential impact of a complaint and how it may be relevant across other areas of your operations