Manage Complaints and Appeals

Record, assign, investigate, resolve, and audit complaints and appeals.

Last updated 16 Oct 2026

Manage Complaints and Appeals

Open Compliance → Complaints to manage complaints and appeals submitted by students or recorded by your team. Members with Compliance and CPD: View can open this workspace, and Edit is required to change a matter. The trainer portal does not expose it.

Access required

Choose the task you are doing. Each row is a separate action.

Task	Required access
View complaints and appeals	Compliance and CPD: View
Record or progress a matter	Compliance and CPD: Edit

Learners lodge and view their own matters through the student portal. A learner account does not grant organisation-wide complaint access.

Review and progress a matter

Find the matter

Search the Complaints and Appeals list, or filter it by type or status. Select View to open the full record.

Review the details

Confirm the complainant, linked student where applicable, subject, description, current status, and assigned team member.

Update the investigation

Select Edit to assign the matter, change its status, or add resolution notes. Save the record after each meaningful update so its history stays clear.

Review accountability

Members with Audit log: View can open the Audit Log tab to review changes to the complaint or appeal.

TypeRequired

Choose Complaint for a concern about service or conduct, or Appeal for a request to reconsider a decision.

StatusRequired

Move the matter through Received, Under Investigation, Resolved, and Closed as work progresses.

Assigned To

Choose the administrator or staff member responsible for following up the matter.

Student

Optionally link the matter to a student record. The complainant can still be someone other than that student.

Complainant NameRequired

The name of the person who raised the complaint or appeal.

Complainant EmailRequired

A valid email address for correspondence about the matter.

SubjectRequired

A short summary that makes the matter easy to identify in the register.

DescriptionRequired

The concern, decision being appealed, and relevant context supplied by the complainant.

Resolution Notes

Record the outcome, reasons, actions taken, and any follow-up required.

Warning

Deleting a complaint permanently removes the operational record. Confirm your retention, complaints, appeals, and evidence obligations before deleting it.

Note

The student-facing submission and tracking process is documented in Student Complaints.

Audit history

Audit access is separate from viewing or changing the business record. Grant it only to members who need to review change history.

Task	Required access
View the matter audit history	Compliance and CPD: View and Audit log: View

Keep going

Complaints & Appeals →

How to submit a complaint or appeal an assessment decision.

Audit Logging →

Track changes to student records, enrolments, and other data with the audit log.

Compliance Checks and the Annual Standards Sign-off →

Act on compliance checks all year, then sign the 23 ASQA 2025 Outcome Standards once a year and download the audit pack.