Complaints & Appeals REGISTER

The CWTS Complaints and Appeals Register is a fully editable, rebrand-ready register aligned to the Standards for RTOs 2025. Designed for RTO compliance officers, quality managers, and student services staff responsible for managing and monitoring formal complaints and assessment appeals, it provides a structured framework for recording every complaint and appeal your RTO receives, tracking each matter through to resolution, and maintaining a centralised, auditable record that supports both your individual case management obligations and your broader quality indicator and continuous improvement reporting requirements.
 
Complaints and appeals data is not just a case management record. It is a quality intelligence resource that your RTO is required to use. The Standards for RTOs 2025 expect your RTO to analyse the nature, frequency, and outcomes of complaints and appeals as part of its self-assurance and continuous improvement obligations. Patterns in the types of complaints received, the units or programs most frequently subject to assessment appeals, and the time taken to resolve matters all tell your RTO something meaningful about the quality of its training and assessment practice that individual case records alone cannot reveal. A centralised register that captures this data consistently across every matter your RTO receives is the foundation of that analysis.
 
This register provides a consistent, auditable framework for complaints and appeals tracking and management across all programs and student cohorts your RTO services. It aligns to clauses 2.7 and 2.8 of the Standards for RTOs 2025 and was developed in conjunction with the Complaints Handling Policy Procedure and the Assessment Appeals Policy Procedure. It includes the following:
 
Matter identification number, date received, and complainant or appellant details fields
Matter type classification section distinguishing complaints from assessment appeals
Nature and subject of the complaint or appeal recording fields
Assigned handler, investigation status, and key dates tracking section
Outcome determination and resolution recording fields
Continuous improvement referral and pattern analysis summary fields for audit trail purposes
 
View more from our New RTO Quality Management System.