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


This pack contains:

  • Consumer Protection POLICY PROCEDURE
  • Complaints Handling POLICY PROCEDURE
  • Assessment Appeals POLICY PROCEDURE
  • Complaints Lodgement FORM
  • Assessment Appeals Review FORM
  • Complaints and Appeals REGISTER


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

DOUBLE Complaints and Appeals Pack

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