This chapter focuses on how registered training organisations (RTOs) support students’ progression in their learning. This is the third phase of the student journey.
Under the Standards for Registered Training Organisations 2015 (the Standards) relevant to the support and progression phase of the student journey, RTOs are responsible for:
- supporting students (clause 1.7)
- keeping students informed (clause 5.4)
- managing complaints and appeals (clauses 6.1 to 6.6).
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.
Educational and support services may include, but are not limited to:
a) pre-enrolment materials
Source: Glossary to the Standards for Registered Training Organisations 2015