RTO Complaint Handling by Mediation Institute
Mediation Institute, a Recognised Accreditation Provider (RAP) for mediators, offers an Independent Complaint Handling Service tailored for Dispute Resolution Professionals and Registered Training Organisations (RTOs) across Australia.
Purpose of the Service for RTOs and Training Providers
Our RTO Complaint Handling service supports RTOs in managing and resolving complaints fairly, efficiently, and before they escalate to regulatory bodies such as the Australian Skills Quality Authority (ASQA).
We provide a trusted, external dispute resolution pathway that reinforces learner trust and helps your organisation align with the Revised Standards for RTOs (effective 1 July 2025)—specifically, Outcome 2.3, which ensures:
“Learners and employers have their complaints and appeals addressed fairly and efficiently.”
Revised Standards
The revised standards have been finalised and will come into effect on the 1st July 2025.
Key Points:
Current Standards: RTOs must continue to comply with the 2015 Standards until 30 June 2025.
Transition Period: ASQA is providing guidance and resources to assist RTOs in transitioning to the revised Standards. asqa.gov.au+4asqa.gov.au+4asqa.gov.au+4
Revised Standards: The updated framework includes the Outcome Standards, Compliance Requirements, and a new Credential Policy. asqa.gov.au+1asqa.gov.au+1
What is Risk-Based Regulation?
ASQA’s risk-based regulatory framework evaluates how well RTOs manage their obligations and the potential impact of non-compliance on learners.
“ASQA’s response to complaints about providers is shaped by its assessment of risk.”
— ASQA Regulatory Risk Framework
You can review ASQA’s updated guidance and the full framework here:
It’s crucial for RTOS to familiarise themselves with the revised Standards and ensure compliance by the 1 July 2025 deadline.
Shift from the 2015 Standards to Outcome-Based Standards
Why Independent Complaint Handling Matters
ASQA applies a risk-based regulatory approach that places a strong emphasis on learner protection. Complaints—especially unresolved or poorly managed ones—can:
Damage your organisation’s reputation
Increase the likelihood of being flagged for audit
Undermine learner satisfaction and outcomes
With ASQA’s student-centred audit model, learner and stakeholder complaints are increasingly likely to trigger compliance scrutiny under the Regulatory Risk Framework.
A Strategic Approach to Complaint Management
Handled effectively, complaints present valuable opportunities for:
Continuous improvement
Product and service innovation
Enhanced learner satisfaction
Demonstrating transparency and compliance
Our service is:
Flexible – Tailored to your organisation’s size and needs
Low cost – Scalable and affordable
Learner-focused – Supporting constructive resolution outcomes
Whether you need support for isolated complaints or a formal, independent process integrated into your policies, we are here to assist.
Summary: How We Help RTOs Comply and Thrive
By subscribing with Mediation Institute, your RTO can:
Demonstrate alignment with Outcome 2.3 of the Revised Standards
Resolve complaints effectively and independently
Mitigate risk while enhancing your reputation for fairness
Support student wellbeing and continuous improvement
What is RTO Complaint Handing?
RTO complaint handling refers to the systems and processes Registered Training Organisations use to receive, respond to, and resolve complaints from students, employers, or stakeholders.
RTO’s need these to be in place internally but having an independent service allows for escalation to a trusted body rather than the regulator for those more challenging complaints.
Why is independent complaint handling important for RTOs?
Independent Complaint Handling for RTO’s reduces bias, improves learner satisfaction, and helps RTOs comply with Outcome 2.3 of the Revised Standards for RTOs (2025).
How does this service support compliance with ASQA?
The Independent Complaint Handling Service provides an external resolution process aligned with ASQA’s risk-based regulation, helping RTOs manage issues before they escalate.
