Chapter 3—Support and progression

Clause 1.7 requires RTOs to ensure that students receive training, assessment and support services that meet their individual needs. There is no defined approach as to how this support will be evaluated and provided; however, there is an assumption that the purpose of the support is to maximise the outcomes for the learner. clause 5.4 requires that students remain fully informed about any changes to agreed services.

ASQA’s strategic reviews have found overall a sound rate of compliance with clause 1.7. However, it is important to note that the Standards include a broad definition of ‘educational and support services’ that includes training and assessment services. Complaints about training and assessment are the most common complaints received by ASQA, and ASQA has found the highest rate of non-compliance with standards relating to training and assessment.

If support and other services are tailored to students’ needs, your RTO is likely to have stronger completion rates and client satisfaction, enhancing your RTO’s reputation.

Standard 6 requires RTOs to have a publicly available complaints and appeals policy. Allowing learners to easily engage with your staff about their concerns can stop minor issues becoming larger and provide valuable feedback that can be used to improve your services.