Quality Improvement

Quality Improvement:

Blue Ribbon Training Services Pty Ltd develops and implements written procedures relating to continuous improvement of its systems as they relate to compliance with the standards for Registered Training Organisations and acts on opportunities to improve their systems. Continuous improvement is the process by which the RTO ensures that the quality of the training services provided are continually monitored and reviewed and where appropriate improved.

RTO Compliance:

AQTF Learner & Employer Survey Report

Employer Satisfaction (competency development, and training and assessment quality). this indicator focuses on Employer's evaluations of learner's competency development, its relevance to work and further training, and the overall quality of the training and assessment.

Learner Satisfaction (learner engagement and competency development). This indicator focuses on the extent to which learners are engaging in activities likely to promote high quality skill outcomes, as well as learners' perception of the quality of their competency development and the support they receive from RTO's.

These indicators are based on a survey of 43 students and 5 employers.  This sample represents 89.5 per cent of this organisation's training delivery in the 2015 calendar year. The students and employers surveyed for these indicators were selected by this organisation in accordance with national guidelines.

Click here to view full report:

AQTF Learner and Employer Survey Report.:

Blue Ribbon Training Services Pty Ltd RTO report 20999 2015 reported in June 2016.pdf (10.97KB)


AQTF Registration Audit Report:

Click here to download the full PDF report which includes action taken by the RTO

 Blue Ribbon Training Services Pty Ltd Registration Audit Summary 2015 pdf.pdf (72.79KB)


Complaints and Appeals Policy, Procedure and Process:

In accordance with AQTF conditions and Standards 2010
Clients should be encouraged to resolve complaints and appeals through the RTO's complaint mechanisms.
Learners and other clients feel confident that they are being treated fairly when;

  • They are clearly informed in  a timely way about how to complain or appeal
  • They have the opportunity to present their case
  • They have access to an independent arbitrator if  this is needed
  • They are clearly informed of the outcomes of the complaint or appeal
  • Complaints and appeals are resolved within realistic and fair timelines.
  • The registered training organisation will provide all clients/students with a copy of the organisation's complaints and appeals policy, procedure and process prior to them enrolling.
  • Each appellant will be afforded the opportunity to formally represent their case and receive the outcomes in writing.
  • The RTO will follow the principles of natural justice in managing all complaints and appeals.
  • The Registered Training Organisation will encourage all parties to approach a grievance with an open mind and attempt to resolve the issue through discussion and conciliation.

Process and Procedure:

  • STEP 1: A client / student  who wants to make a formal complaint should contact the Blue Ribbon Training Services' CEO on:
  • Ph:03 9890-3455 or at brts@blueribbonts.com.au  or in writing to: CEO – Melissa Wake

         Blue Ribbon Training Services Pty Ltd

         PO BOX 91 Mount Eliza Victoria 3930

  • STEP 2: If you have a complaint the CEO will arrange for you to complete the RTO's complaints and appeals form, including as much information as possible to support your case.
  • STEP 3: All complaints and appeals are to be submitted to the Chief Executive Officer of the Registered Training Organisation.
  • STEP 4: The RTO will ensure that all information that pertains to a complaint and /or appeal is handled with due attention to the requirements of relevant privacy legislation.
  • STEP 5: If the appeal is in respect to an assessment, the staff member who is responsible for managing the appeals process (the CEO) will arrange for a reassessment to occur, within a reasonable timeframe (14 working days or by agreement), by an independent third party assessor and enable the appellant the opportunity to formally present their case.
  • STEP 6: The appellant is entitled to have a supporter present when their case is being heard if they wish and they are entitled to present their case in person.

The responsibility for managing complaints and appeals is with the Chief Executive Officer who will be responsible for managing the Complaints and Appeals registers.

The register will record the following information;


  • Name  of the appellant
  • Identification of who heard the appeal
  • Date when the appeal was submitted/recorded
  •  Nature of Appeal
  • Appeal Outcome
  • Date of Appeal Advice to appellant
  • Officer responsible for appeal


  • Name of person making the compliant
  • Date when the complaint was made
  • Date  complaint was resolved or closed (if applicable)
  • Any other relevant matters
  • Nature of the complaint
  • Evidence provided by appellant
  • Resolution/outcome and the date
  • Attachments
  • Where a grievance can't be resolved by discussion and negotiation, the RTO will organise an appropriate external and independent person/panel to mediate between the parties.
  • Where a grievance can't be resolved by discussion and negotiation, the RTO will organise an appropriate external and independent person/panel to mediate between the parties.
  • The RTO will provide the appellant with the outcomes of the appeal in writing including the reasons for the outcome.
  • In the case where a complaint is substantiated and the findings of the appeals process supports the appellant then the Registered Training Organisation will implement the outcomes and inform the appellant.
  • Please contact Blue Ribbon Training Services Pty Ltd for more information regarding this procedure and process.
  • If clients or students past or present are not satisfied with the outcomes of these processes they should be referred to the state or territory registering body such as the VRQA (Victorian Registration and qualifications authority) at: http://www.vrqa.vic.gov.au/complaints/Pages/default.aspx

If you have any questions in relation to the complaints and appeals procedure please contact our office

Phone number: 03 9890 3455
Fax number: 03 9899 0162

Email address: brts@blueribbonts.com.au
Business hours: Monday -Friday 09:00 to 18:00
Saturdays and Sundays closed