Understanding complaint management for RTOs

The SRTOs 2015 in Standard 6 requires RTOS to implement a system to manage complaints. Having an effective complaints management system ensures complaints don’t slip through the cracks or get resolved without being recorded. It is important for RTOs to receive and manage complaints properly not only for customer satisfaction but as an opportunity for continuous improvement. Here are some key points to help RTOs determine how to manage their complaints systems and processes.

What is a complaint:

A complaint can be described as dissatisfaction expressed by an individual made to your RTO related to products or services offered or about your complaints handling process itself, whereby the individual has an expectation of a resolution to the issue raised. Whenever your RTO takes action to address negative feedback that is complaint management even if it is handled informally at the time it is being addressed.

Complaint management requirements:

The requirements of Clause 6.1 in the SRTOs 2015 states that RTOs must have a complaints policy that deals with the conduct of RTO staff, third parties and learners. Clause 6.3 requirements include that the policy must be publicly available, ensure natural justice and procedural fairness are afforded complaints management and contains the procedure for handling complaints. Clause 6.4 requires RTOs to advise complainants in writing if complaints can’t be resolved within a 60-day timeframe and to keep them updated on the progress of the matter throughout. RTOs must meet the requirements of Clause 6.5 by maintaining appropriate records of complaints, their outcomes and continuous improvement relating to actions taken to resolve issues.?

Identifying a complaint:?

The key here is to identify that a complaint has been voiced by a client or other party whether formally or informally. Anytime a client expresses dissatisfaction, your RTO must document it, evaluate it, and take action! An absence of complaints however does not necessarily mean high customer satisfaction as errors or issues can be handled without being formally documented such as product or service quality, product or service availability or customer service issues. When identifying complaints looks for gaps in your products and services. Determine whether there was a mismatch between customer expectations and the actual experience. It is an opportunity for your RTO to evaluate processes and determine where improvements can be made.

Complaint management processes:

RTOs should implement the following processes in their complaints management system:

• React appropriately when a complaint is received
• Investigate the complaint and evaluate the action required to resolve the issue
• Track and record complaints
• Review the effectiveness of any actions taken
• Update risks and opportunities?
• Make changes to the system as required

Using complaints for continuous improvement:

One of the important thing’s RTOs should do is categorize its complaints. It’s valuable to note whether a complaint has occurred before and you can see trends in your data. You may be able to identify that there are repeat clients making the same complaints which can be helpful in managing your customer relations and retention. The key to using complaints for continuous improvement purposes is to develop a robust complaint handling process or procedure.