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​Presenter: Claire Werner, 17 May 2021

Session Length: 1 hour

For RTOs it can be unnerving to receive a complaint about the services provided by the RTO and its staff, or an appeal from a student against an assessment decision. It is crucial that RTO policies and procedures are publically available so that individuals understand their rights in relation to complaints and appeals. It is also important that RTOs can use these processes as an opportunity for review and improvement of their operations. This webinar provides guidance on how to successfully manage complaints through the implementation of an effective complaint handling system and appeals processes.