Complaints Lodgement FORM

The CWTS Complaints Lodgement Form is a fully editable, rebrand-ready form aligned to the Standards for RTOs 2025. Designed for RTO administrators, student services staff, and compliance officers responsible for receiving and managing formal student complaints, it provides a structured framework for capturing the details of a complaint at the point of lodgement, ensuring that every complaint your RTO receives is recorded consistently, acknowledged promptly, and managed through a documented process from first contact through to resolution.
 
A complaints process that relies on informal channels, verbal acknowledgement, or inconsistent documentation is not a complaints process that meets the Standards for RTOs 2025. Every student who lodges a complaint with your RTO has the right to have that complaint taken seriously, investigated impartially, and resolved within a reasonable timeframe. The information captured at the point of lodgement is the foundation of that process. Without a complete and accurate record of what the student complained about, when they complained, and what they were told at the outset, your RTO cannot demonstrate that its complaints handling practice is fair, consistent, and free from the conflicts of interest the Standards require you to manage. Complaints data also feeds directly into your quality indicator reporting and continuous improvement obligations, making accurate lodgement records a compliance input that extends well beyond the individual complaint.
 
This form provides a consistent, auditable process for complaints receipt and initial recording 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 and Appeals Register and the Complaints Handling Policy Procedure. It includes the following:
 
Student identification and enrolment details fields
Complaint description and supporting information recording section
Nature and category of complaint classification fields
Preferred resolution outcome recording section
Acknowledgement and expected timeframe confirmation fields
Lodgement date and receiving staff member sign-off for audit trail purposes
 
View more from our New RTO Quality Management System.