Complaint = Audit: Building a Bulletproof Response Process

RTO Superhero 🎙️ Empowering RTOs to Thrive!

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.

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챕터

1. Why Complaints Trigger Audits (00:00:00)

2. Building a Compliant Response Process (00:03:32)

3. Training Your Team Effectively (00:04:50)

4. Essential Documentation Requirements (00:06:26)

5. Common Compliance Mistakes (00:07:26)

6. Free Resources and Next Steps (00:08:44)