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The Dispute Resolution
Training and Membership Specialists

Tel: 1300 781 533 

Education Provider Complaint Handling Service

Comply with your obligations as a Registered Training Organisation

Annual Subcription Model

Why Mediation Institute Complaint Handling Service?

Australia wide, accessible and understand RTO obligations, training and complaint handling.

Mediation Institute provides independent complaint handling services for Education Providers and the Dispute Resolution Professional sector.  


We provide specialist complaint handling services for the following types of members:  

Education Providers  

  • Our education provider members are provided with independent complaint handling and dispute resolution services and support. Membership is open to Registered Training Organisations (RTOs), Schools, Universities, non-RTO specialist training colleges and any other institutions or organisations who provide educational services.  

Dispute Resolution Professionals 

  • As a recognised mediator accreditation body (RMAB) under the National Mediator Accreditation System (NMAS) we provide a mandated independent complaint handling service.  
  • We are recognised by the Australian Attorney Generals Department as providers of independent complaint handling for registered Family Dispute Resolution Practitioners.
  • We provide independent complaint handling services for Family Group Conference Facilitators. 

Mediation Institute provides independent complaint handling
for education providers.

Complying with your obligations under ASQA and other regulations has never been easier. 


  • Certified evidence of the complaint handling provisions in place
  • phone and email support 
  • a desk audit of your complaint handling policy and written procedures

Our Member Services for Education Providers

Mediation Institute provides the following services to Education Provider Members:

  • A Certificate of Membership to include in your compliance documentation
  • A complimentary review and recommendation report for your internal complaint and appeals handling processes (Normally $330)
  • A 10% discount on training for your staff in complaint handling, assertiveness, conflict resolution and internal complaint handling.
  • Access to training in mediation techniques for staff who want to develop their dispute resolution skills.
  • Provision of mediation services for disputes between staff members or between management and staff or contractors
  • We can provide immediate access to an independent review body of your complaint and appeal process once your internal complaint and appeals handing has been exhausted.

Should mediation be required, Mediation Institute liaises between the education provider and the person with the complaint or appeal, appoints a suitably qualified NMAS Accredited Mediator and coordinates the process.

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The annual subscription provides you with peace of mind that you are complying with ASQA and other standards required for your RTO or registered training partnership.

This is particularly valuable for those who are establishing a RTO as you can provide your Certificate of Membership as evidence. 

Does your complaint handling policy provide for effective and efficient complaint handling? 

Our desk audit will review your Complaint Handling Policy against ASQA and Australian Standards and provide comprehensive feedback. 

This provides two benefits: 

  • Opportunities to improve your complaint handling 
  • Documented evidence of the review and plan for improvement in accordance with your continuous improvement obligations as a Registered Training Provider. 

Mediation Institute is a registered training partner delivering the CHC81115 – Graduate Diploma of Family Dispute Resolution. We understand the compliance obligations that RTO’s have.

We understand the risk based system and potential consequences of a negative of an audit by regulators.  

Prenting complaints from escalating into complaints to regulators is good business practice. 

Frequently Asked Question

We can provide you with complaint handling services, even if you are not a member of the Education Provider Complaint Handling Membership. Hourly fees would apply to all consulting and dispute resolution services. 

Our complaint handling service and advice for training providers is in compliance with Guidelines for complaint management in organisations (ISO 1002:2018) 

No. Mediation Institute is a Recognised Mediator Accreditation Body (RMAB) under the National Mediator Accreditation System in Australia. 

We also offer an External Complaint Handling Service for registered Family Dispute Resolution Practitioners which has been reviewed and approved by the Australian Attorney Generals Department.

The first stage of the complaint handling process is included as part of the membership for members of our complaint handling service. 

If more extensive work is required a cost recovery fee will be charged.  

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Schedule of Fees

Annual Membership Fee

Mi Educational Institute Members have the option of paying an annual membership fee by credit / debit card or bank transfer.

Initial Membership Fee: $330 – Membership is for 12 months.  Renewal fee is $297

Subscribe – https://www.mediationinstitute.edu.au/product/education-provider-complaint-handling-subscription/

Service Fees

The initial consultation is included in the membership fee, and 1 review of an internally reviewed complaint each year.

Initial consultation – up to 30 minutes free of charge

1. Subsequent reviews of internal complaint management

  • $200 per hour for members ($242 per hour non-members)

2. Mediation

  • Mediation fees are $200 per hour for members ($242 per hour for non-members)
  • Most mediations start from 5 hours but may be more time depending on the complexity and number of participants in the dispute.
  • Services are provided remotely unless otherwise agreed. Additional venue and travel fees may apply for in-person services.
  • Travel – less than 50 km included in fees, additional travel negotiated at time of agreement to proceed to mediation.

Fees for complaint handling are paid by the educational institution unless students have been informed in advance that they will face fees associated with complaints or appeals.

Have a question or want to talk to someone?

You can call us – Please leave a message if we are busy or after hours and we will get back to you or send us an email. 

1300 781 533