In this crucial episode, Angela Connell-Richards sheds light on one of the fastest-growing audit triggers under the 2025 Standards: complaints. Even one unresolved student complaint can lead to a full ASQA investigation—so how you respond matters more than ever.
Key points discussed:
✅ How ASQA uses complaints to trigger audits
✅ What makes a compliant, defensible response process
✅ How to train your team to handle feedback and escalation
✅ What documentation you must retain to protect your RTO
Angela provides a framework to turn complaints into opportunities for improvement—and a shield against unexpected audits.
Listen now and download Angela’s free Complaint Response Template to strengthen your process today.
Thank you for joining me on the RTO Superhero Podcast!
Each week, we turn the Standards for RTOs 2025 into practical actions to strengthen your systems, support your people and drive continuous improvement.
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