Document ID: chunk:federal_register_of_legislation:F2024C00276:front:0:p20
Version: federal_register_of_legislation:F2024C00276
Segment Type: other
Provision Reference: 
Character Range: 52578–55490

changes to agreed services, the RTO advises the learner as soon as practicable, including in relation to any new third party arrangements or a change in ownership or changes to existing third party arrangements.

         Standard 6. Complaints and appeals are recorded, acknowledged and dealt with fairly, efficiently and effectively.
Context:

RTOs must implement a transparent complaints and appeals policy that enables learners and clients to be informed of and to understand their rights and the RTO's responsibilities under the Standards.

Enterprise RTOs and volunteer associations that do not charge fees for the training and/or assessment and only provide training to employees or members are not required to maintain a separate complaints and appeals policy in relation to their training and assessment. These organisations must ensure, however, that their organisation's complaints policy is sufficiently broad to cover the activities as an RTO.

Subject to Clause 6.6, to be compliant with Standard 6 the RTO must meet the following:
6.1. The RTO has a complaints policy to manage and respond to allegations involving the conduct of:
       a) the RTO, its trainers, assessors or other staff;
       b) a third party providing services on the RTO's behalf, its trainers, assessors or other staff; or
       c) a learner of the RTO.
6.2. The RTO has an appeals policy to manage requests for a review of decisions, including assessment decisions, made by the RTO or a third party providing services on the RTO's behalf.
6.3. The RTO's complaints policy and appeals policy:
       a) ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process;
       b) are publicly available;
       c) set out the procedure for making a complaint or requesting an appeal;
       d) ensure complaints and requests for an appeal are acknowledged in writing and finalised as soon as practicable; and
       e) provide for review by an appropriate party independent of the RTO and the complainant or appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal.
6.4. Where the RTO considers more than 60 calendar days are required to process and finalise the complaint or appeal, the RTO:
       a) informs the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and
       b) regularly updates the complainant or appellant on the progress of the matter.
6.5. The RTO:
       a) securely maintains records of all complaints and appeals and their outcomes; and
       b) identifies potential causes of complaints and appeals and takes appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.
6.6. Where the RTO is an employer or a volunteer organisation whose learners solely consist of its employees