Complaints and Appeals Policy Pack

Here is the expanded description, followed by the issues log.
Every student who enrols with your RTO has the right to raise a concern, lodge a formal complaint, or appeal an assessment decision. How your RTO responds to that right is one of the clearest indicators of whether your organisation genuinely values the students it serves, and it is an area ASQA examines closely during audit.
 
The Standards for RTOs 2025 require more than a complaints policy that sits in a drawer. Your RTO must actively inform students of their right to complain or appeal, provide a clear and accessible process for doing so, and handle every complaint and appeal fairly, consistently, and within reasonable timeframes. The process must be free from conflicts of interest, must allow for external escalation where a student remains unsatisfied, and must be documented from first contact through to resolution.
 
Complaints and appeals data is also a quality indicator. Patterns in the nature of complaints, the volume of assessment appeals, and the outcomes of those processes tell ASQA something about the quality of your training and assessment practice. RTOs that manage complaints well tend to identify systemic issues early and address them through their continuous improvement process before they become audit findings.
 
This policy pack gives your RTO the documented framework to manage complaints and assessment appeals consistently, fairly, and in full alignment with your obligations. When implemented, it supports compliance with clauses 2.1, 2.7, and 2.8 of the Standards for RTOs 2025, as well as the associated Compliance Requirements. It includes the policies, procedures, forms, and templates your team needs to receive, investigate, resolve, and record complaints and appeals in a structured, auditable way.
 
All documents are fully editable and rebrand-ready. Add your RTO logo, colours, and details and your policy is ready to implement.
 
View more from our New RTO Quality Management System.