Standard 2.7
Show morecontinuous improvement.
Standard
Effective feedback and complaints management addresses concerns and informs continuous improvement.
Performance Indicator
The RTO demonstrates:
(a) information about how to provide feedback and make complaints is publicly available and easily accessible
(b) VET students are supported to provide feedback and make complaints
(c) a complaints management system that:
(i) ensures parties are afforded procedural fairness
(ii)identifies reasonable timeframes for responding to and resolving complaints
(iii) provides avenues for further action where complaints are not resolved
(d) outcomes of complaints are documented and communicated to relevant parties
(e) feedback and complaints are used to inform continuous improvement.
Intent of Standard 2.7
An effective feedback and complaints management system enhances the overall quality of VET services and strengthens stakeholder confidence and trust in the RTO. It also helps the RTO identify and rectify systemic issues, to continuously improve and meet the outcomes described in the Standards.
RTOs are expected to be open to receiving feedback and complaints. Feedback can be gained through many avenues and from various stakeholders, including students, employers, staff and third parties.
Effective processes for handling feedback and complaints can help RTOs:
- improve the quality of training and assessment
- improve the experience and satisfaction of students (and staff)
- build positive relationships with students, staff and others
- identify opportunities for continuous improvement (see Standard 4.4).
Key elements of best practice feedback and complaints management systems include:
- Fostering a receptive, blame-free culture that is open to feedback and improvement
- Ensuring there is no detriment to people who complain
- Making it easy and accessible for people to provide feedback and make complaints
- RTOs are expected to have a range of avenues through which people may make complaints. This may be via email or a website but should also include opportunities for complaints to be made directly to relevant staff of the RTO.
Providing transparency regarding how complaints and feedback are handled and what complainants can expect
- This includes transparency about complaints processes, expected timeframes for resolution of complaints and any opportunities for review of complaints outcomes.
Addressing complaints within a reasonable timeframe
- Complaints should be resolved without unnecessary delay. While RTOs are expected to respond to all complaints in a timely manner, it is recognised that some complaints may require more urgent attention than others. It is also recognised that some complaints may take longer to resolve than others. RTOs are expected to have a system for triaging complaints.
- RTOs are also expected to communicate transparently with students and others about the expected timeframes for acknowledging, resolving and communicating the outcomes of complaints. Where timeframes are not being met (because the complaint is taking longer to resolve than anticipated) the RTO should maintain regular contact with the complainant including to explain any delays. This helps ensure confidence in the complaints process and the ultimate outcome.
Ensuring procedural fairness
- RTOs are expected to have a system for ensuring:
- the complaint is handled by an unbiased person
- processes for assessing and resolving the complaint are clear and accessible to all parties
- both the complainant and the subject of the complaint are given an opportunity to be heard and to provide relevant information
- similar complaints are treated in a consistent manner to ensure fairness and reliability in the resolution process
- the privacy of complainants and the confidentiality of information included in a complaint.
Self-Assurance Considerations
In self-assuring against this Standard, consider (among other things):
- how you encourage and support people to provide feedback and access the complaints process
- how your complaints management process ensures procedural fairness
- how you understand the root cause of a complaint and take appropriate action
- how you document and communicate the outcomes of complaints
- how feedback and complaints are reviewed and used to inform continuous improvement.
Standard 2.8
Show moreStandard
Effective appeal processes are available where decisions of the RTO or a third party adversely impact a VET student.
Performance Indicator
The RTO demonstrates:
(a) VET students are informed about avenues for appeal
(b) an appeals management system that:
(i) ensures appellants are afforded procedural fairness
(ii) identifies reasonable timeframes for actioning appeals
(iii) provides avenues for review by an independent party, if requested by the appellant (at no or low cost to them)
(c) appeal outcomes are documented and communicated to the appellant
(d) the outcomes of appeals are used to inform continuous improvement.
Intent of Standard 2.8
Decisions made by RTOs can have significant impacts on students. This includes, for example, decisions relating to enrolment, RPL, credit transfer, assessment and other matters that affect a student’s progression through a training product.
RTOs are expected to have a system (supported by policies and procedures) for managing appeals to decisions at no or low cost to the student.
As for the complaints management system, it is expected that the appeals management system should:
- Be made known to those who may be adversely affected by a decision of the RTO
- Provide transparency regarding how appeals will be managed and what appellants can expect
- The appeals process should be well-documented, easily accessible and clearly communicated to all students. This includes outlining the steps to lodge an appeal, the grounds for appeal and the timeline for each stage of the process.
Ensure appeals are considered within a reasonable timeframe
- This helps prevent prolonged uncertainty and stress for the student. Timely resolution is crucial for maintaining trust and confidence in the RTO's assessment processes.
Ensure procedural fairness
- RTOs are expected to have a system for ensuring:
- the appeal is heard by an unbiased person that was not involved in the making of the original decision
- the appellant is given an opportunity to be heard and to provide relevant information
- protection of the privacy and confidentiality of all parties involved. Sensitive handling of information ensures that students feel safe and supported when lodging an appeal.
If the person making the appeal is not satisfied with the outcome, the RTO should have arrangements in place for the person to seek review by an independent third party at no or low cost to the appellant. This should form part of the appeals management system and the details of this avenue should be clearly communicated to appellants.
Self-Assurance Considerations
In self-assuring against this Standard, consider (among other things):
- which decisions are subject to appeal and to independent review
- how students are made aware of their appeal rights
- how you ensure the appeals management process is procedurally fair, timely and transparent
- how relevant staff (undertaking appeals) are informed of and trained in appeals management
- how you identify independent parties to review appeal decisions
- what do you have in place to ensure objectivity and compliance with the appeals management process
- how outcomes from appeals are used to inform continuous improvement
Standard 2.7-2.8 – Reflective Questions
Show moreIn considering the reflective questions, consider the extent to which your current practices are working and what if any, changes you could make to improve these. It may be helpful to think about examples.
- How do you ensure students and others are made aware of the processes for feedback, complaints and appeals?
- How do you ensure your complaints and appeals management processes are fair, timely and effective?
- How do you use the outcomes of complaints and appeals to inform your future RTO practices?
