Public Complaints Form
How the public complaints form works for complainants.
When you enable complaints, a public form becomes available on your Public Portal where anyone can lodge a formal complaint against your RTO.
Finding Your Form Link
Go to Settings → Complaints. When complaints are enabled, you'll see your Public Complaints Form URL with a copy button.
Share this link:
On your website's complaints page
In your complaints policy
In student handbooks or enrolment materials
What Complainants See
The form is titled "Lodge a Formal Complaint" and displays your RTO name and code. Before submitting, complainants must acknowledge they've read your complaints policy (the one you selected in settings).
The form collects:
About the complainant: Who they are (student, employer, staff member, etc.), name, email, phone, and student ID if applicable
About the complaint: Type of issue, date of incident, staff involved, and a detailed description
Steps already taken: Whether they've tried to resolve the matter informally first
Desired outcome: What they want to happen as a result
Supporting evidence: Optional file attachments (PDF, Word documents, images up to 10MB each)
Complainants must declare the information is true and accurate before submitting.
After Submission
Complainants see a confirmation page showing:
Their complaint reference number (e.g., CPL-25-7X9Q4F)
The email address where they'll receive updates
When they can expect an acknowledgement (based on your configured timeframe)
They also receive an email confirmation with the same details.
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