Feedback, Complaints & Appeals that Drive Improvement
Overview
Complaints and appeals are often viewed as risk surfaces — but the highest-performing RTOs treat them as their richest source of continuous improvement intelligence. This briefing covers what compliant feedback, complaints, and appeals systems look like under the Standards for RTOs 2025, and how to build them as genuine learning loops that drive improvement rather than defensive paperwork exercises.
What you will learn
- How to turn complaints and appeals into your richest CI source
- Trend analysis that surfaces systemic issues before audit does
- A feedback loop that genuinely changes practice, not just records it
- How to brief Governing Persons on what your complaints data is telling you
Who should attend
- Compliance Managers and Quality Coordinators
- Student Services and Complaints Officers
- RTO CEOs and Owners reviewing CI outcomes
- Operations Managers responsible for feedback systems
Facilitator
Angela Connell-Richards
Angela Connell-Richards founded Vivacity Coaching & Consulting in 2009 and has spent more than 15 years helping RTOs turn the messy reality of compliance into systems that actually work. She facilitates four of the five Vivacity event series, holds a Master of Business, and is the author of The Governance Shift and 8 Critical Drivers to RTO Success. She does not facilitate from theory — every framework she shares has been used to solve a real problem for a real client.
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