Annual Subscription Service
Education Provider Independent Complaint Handling Service
A trusted, independent external complaint handling pathway for RTOs and education providers — supporting compliance with the Standards for Registered Training Organisations 2025.
Overview
Why this service exists
The Standards for Registered Training Organisations 2025 (in effect from 1 July 2025) place specific obligations on RTOs around independent complaint and appeal review. Subscribing to Mediation Institute's service provides a documented, accessible external pathway that satisfies both requirements.
The Certificate of Membership you receive confirms, in the format required by ASQA, that your organisation has an independent external complaint handling pathway in place. It is designed to be included in your compliance documentation and student handbook.
Subscription
Who this service is for
Mediation Institute provides independent external complaint handling across the education and dispute resolution sectors.
Registered Training Organisations
RTO subscribers receive an independent complaint handling pathway directly supporting compliance with Outcome Standard 2.3 and Compliance Requirement 6.6 of the Standards for RTOs 2025. Mediation Institute is itself a registered training partnership delivering the CHC81115 Graduate Diploma of Family Dispute Resolution and understands RTO compliance obligations first-hand.
Schools, Universities & Other Colleges
The service is open to schools, universities, non-RTO specialist training colleges, and any other organisation providing educational services that requires an independent external complaint handling pathway.
Dispute Resolution Professionals
As a Recognised Accreditation Provider (RAP) under the Australian Mediator and Dispute Resolution Accreditation Standards (AMDRAS), we provide a mandated independent complaint handling service for accredited mediators, registered Family Dispute Resolution Practitioners, and Family Group Conference Facilitators. Our complaint handling service for Family Dispute Resolution Practitioners is approved by the Australian Attorney-General's Department.
Subscription services
What your subscription includes
Every subscriber receives a comprehensive package — not just a certificate. Here is what is included in your annual subscription.
Certificate of Membership
A formal Certificate of Membership confirming your independent complaint handling pathway, referencing the Standards for RTOs 2025. Valid for your current membership period and suitable for ASQA audit documentation.
Independent External Review
Students and employers who are unsatisfied with your internal process can escalate to Mediation Institute for independent review. We have no financial or operational relationship with subscribing organisations.
Impartial Investigation
Complaints are investigated by qualified mediators and dispute resolution practitioners independent of your organisation, upholding natural justice and procedural fairness.
Accessible Complaint Pathway
Complaints can be lodged online, by phone, or in writing. The service is accessible to all students including those with disability, language barriers, or other access needs.
Target Timeframes
We aim to acknowledge complaints within 5 business days and resolve them within 20 business days. All parties receive regular progress updates throughout the process. Timeframes may vary depending on the complexity of the matter.
Documented Outcomes
All complaint outcomes are documented and communicated to your organisation, supporting your continuous improvement obligations under the 2025 Standards.
Complimentary Desk Audit
A review of your internal Complaint Handling Policy against the 2025 Standards, with a written recommendations report. Normally $330 — included in your subscription. The report itself serves as evidence of continuous improvement activity.
Staff Training Discount
10% discount on training in complaint handling, assertiveness, conflict resolution and internal dispute management for your staff.
Your responsibilities
Subscriber obligations
To maintain the validity of your Certificate of Membership as compliance evidence, the following obligations apply.
Maintain your subscription
Your subscription must remain current throughout your period of RTO registration. An expired subscription means your certificate is no longer valid compliance evidence.
Include us in your policy documentation
Include information about the independent complaint handling service in your complaints and appeals policy, student handbook, and website.
Inform students at enrolment
Inform students at enrolment of their right to escalate unresolved complaints to Mediation Institute as an independent external body — as required by Compliance Requirement 6.6.
Provide our contact details to students
Provide students with Mediation Institute's contact details and the complaint handling service URL: www.mediationinstitute.edu.au/edu-complaint-handling/
Cooperate with investigations
Cooperate with Mediation Institute during the investigation and resolution of any complaints referred by students.
Maintain your own internal process
Students must use your internal complaints and appeals process before escalating to Mediation Institute. You are required to maintain an effective internal process as a condition of your subscription.
In accordance with Compliance Requirement 6.6, subscribers must inform students at enrolment of any costs associated with using the independent complaint handling service. Initial complaint handling is included in your subscription — if more extensive work is required, cost-recovery fees apply. See the Fees section for details.
Pricing
Schedule of fees
Simple annual membership with transparent service fees. All amounts are in Australian dollars and include GST.
Annual Subscription
- Certificate of Membership (compliance evidence)
- Independent external review pathway for students
- Complimentary desk audit of your complaint handling policy (normally $330)
- One internal complaint review per year included*
- Phone and email support
- 10% staff training discount
Complaint Investigation Review
- Independent expert review of a complaint you have handled internally
- Assessment of whether your process was fair, procedurally sound and compliant
- Written feedback provided to your organisation
- First review each year included in your subscription
Mediation Services
Fees for complaint handling are paid by the educational institution unless students have been expressly informed in advance that fees may apply to their complaint or appeal. This disclosure must be made at enrolment in accordance with Compliance Requirement 6.6 of the Standards for RTOs 2025.
Complaint process
How to lodge a complaint
Students or employers wishing to refer a matter to Mediation Institute must first exhaust the member organisation's internal complaints process. Once internal processes have been exhausted without satisfactory resolution, complaints can be referred directly to us.
Use your provider's internal process first
All complaints must first go through the member organisation's internal complaints and appeals process. Your provider's policy, student handbook, and website will have details of how to do this.
Escalate to Mediation Institute if unresolved
If you are not satisfied with the outcome of the internal process, contact Mediation Institute to lodge an external complaint. We aim to acknowledge your complaint within 5 business days.
Independent review and resolution
A qualified, independent mediator or dispute resolution practitioner will investigate your complaint impartially. We aim to resolve matters within 20 business days, with regular updates throughout. Timeframes may vary depending on complexity.
Phone
1300 781 533Verify a certificate
Call 1300 781 533 to confirm a subscriber's certificate is current.
Frequently asked questions
Common questions
Ready to subscribe?
Subscribe to Mediation Institute's Independent Complaint Handling Service and comply with your 2025 Standards obligations from day one.