Complaints and appeals

Can terminology other than ‘complaint’ be used on a website? (Clause 6.1)

No. The Standards require you to have complaints and appeals policies, and to make these publicly available and easily accessible. The policies must also clearly state how to lodge a complaint and how it will be handled.

Does my RTO need to publish all complaints it receives? (Clause 6.1)

Your RTO does not need to publish all the complaints it receives; only the Complaints and Appeals policy or policies must be publicly available.

However, Standard 6, clause 6.5 requires that you maintain secure records of all complaints and appeals and their outcomes.