If a student is dissatisfied with their learning experience, they have the right to lodge a formal complaint. Your policies and procedures must inform your consumers of how and when they can lodge a complaint and of the fair process that will be undertaken to resolve the dispute.


This pack contains:

  • Complaints Handling POLICY PROCEDURE
  • Complaints Lodgement FORM
  • Complaints and Appeals REGISTER


This pack, when implemented, will contribute to your RTO’s compliance with the Standards for RTOs 2015 clause 6.1, 6.3-6.5.

Complaints Handling Pack

  • Word documents - fully editable and customisable to your brand.