Go to top of page

Clauses 2.1 – 2.2

Implement quality assurance strategies

Clause 2.1

The RTO ensures it complies with these Standards at all times, including where services are being delivered on its behalf. This applies to all operations of an RTO within its scope of registration.

Clause 2.2

The RTO:

  • systematically monitors the RTO’s training and assessment strategies and practices to ensure ongoing compliance with Standard 1, and
  • systematically evaluates and uses the outcomes of the evaluations to continually improve the RTO’s training and assessment strategies and practices. Evaluation information includes but is not limited to quality/performance indicator data collected under Clause 7.5, validation outcomes, client trainer and assessor feedback and complaints and appeals.

What this Standard means for your RTO

Systematic monitoring of internal systems, strategies and practices allows your RTO to quickly respond to changes in the marketplace or to stakeholder expectations.

Conduct a regular review of your training and assessment, using a range of information including:

  • quality indicator data
  • validation outcomes
  • client feedback
  • trainer and assessor feedback, and
  • complaints and appeals.

Use this data to decide whether changes to your strategies or practice are needed. You may conduct this review in conjunction with your industry engagement activities, which relate to the ongoing monitoring of training and assessment strategies and practices.

Reviews should include any arrangements where services are provided by a third party, as your RTO is ultimately responsible for the quality and compliance of all services provided under its RTO registration, regardless of where or by whom they are delivered.

A guide to compliance

RTOs must retain evidence that:

  • they have monitored and reviewed their training and assessment in a systematic way, and
  • review results are used to revise systems and practice where needed.

This must include evidence that the review process has considered:

  • delivery and performance data
  • client feedback
  • trainer and assessor feedback
  • validation outcomes, and
  • information from complaints and appeals.

While each RTO can decide its own process, you need to keep evidence to show monitoring has been planned and conducted in a systematic way.

Your RTO must retain evidence that its actions match the outcomes of reviews. If a review confirms the RTO is doing well, it may not require changes to its systems or processes. However, if a review indicates a need for change, your RTO should retain evidence that the change has been implemented, or justification why a change was not made.

If your organisation is seeking registration as an RTO, you must be able to demonstrate that monitoring and review of training and assessment for all training products included in the application is planned and structured to comply with this standard.

Case study: Effective internal compliance monitoring makes good business sense

STU Education delivers business management qualifications at two Sydney locations: Bondi and Chatswood. Every six months, staff from each campus conduct a formal review on activities at the other campus. The reviewers analyse:

  • client feedback
  • feedback from the industry engagement process
  • any complaints and appeals, and
  • assessment validation processes completed in the past six months.

As well as collecting information from these sources, these biannual reviews collect information through staff interviews.

The reviewers provide the CEO with a written report, including recommendations for any changes. The CEO decides which recommendations will be implemented and assigns a staff member to oversee the implementation of each change. Each change must be completed within 30 days of the decision. To ensure accountability, action steps and milestone targets are published on the RTO’s Intranet along with deadlines for when changes need to be implemented.