Managing Registered Training Organisation Complaints and Appeals webinar

For RTOs it can be unnerving to receive a complaint about the services provided by the RTO and its staff, or an appeal from a student against an assessment decision. This webinar provides guidance on how to successfully manage complaints using effective complaint handling processes.
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The Training and Accreditation Council (TAC) records its education program webinars that Registered Training Organisations (RTOs) can access to support compliance practices. The TAC Webinar Recordings and Resources page offers a comprehensive list of webinars currently available.

It is crucial that RTO policies and procedures are publically available so that individuals understand their rights in relation to complaints and appeals. It is also important that RTOs can use these processes as an opportunity for review and improvement of their operations.

In this YouTube webinar, you will consider the Standards for Registered Training Organisations (RTOs) 2015  (Standard 6, clauses 2.1-2.4, 4.1, 5.1, 5.2) and be provided guidance on how to successfully manage complaints through the implementation of an effective complaint handling system and appeals processes. 

Presenter: Claire Werner (Published 17 May 2021)

Session length: 1 hour

Webinar handout: Participant Handouts

More resources and training webinars can be found on the TAC Webinar Recordings and Resources page.