CLIENT SERVICES MANAGEMENT SYSTEM

MONITORING CHECKLIST
Procedures: You are checking the accuracy and appropriateness of what is written. Read the procedure and if you are
still happy with it, tick it off.
Practices: You are checking that what is stated in the procedure is what is actually happening.
Documents: You are monitoring that these are suitable for performing the stated procedure and are being used.

This is meant to be a fairly quick and non-intrusive process. Comments should be quick notes. If you find a practice
doesn’t match stated procedure, then this is where there is room for improvement.

This document can be filled out by hand, if preferred and scanned in, if storing electronically. It is to be stored with
Quality documents: completed. If filing electronically use filename format: Results monitoring (name) system XXOct08

Item √ Comment

Procedures
Access to records

Complaints and appeals

Credit transfer

Discipline

Literacy: LLN

Reasonable adjustment

Support for learners

Support for online learners

Practices
Access to records

Complaints and appeals

Credit transfer

Discipline

Literacy: LLN

Reasonable adjustment

Support for learners

Support for online learners

Documents

RTO Quality Framework™ - Monitoring checklist: Client services system

Version 1: 2008
Page 1 of 2
Credit transfer application template

Culturally inclusive general information

Culturally inclusive train & assess

Disability and e-learning

Inclusive good practice booklet

Inclusive good practice: Assessment

Inclusive good practice: Info access

Inclusive good practice: Training

Indigenous learners and e-learning

Indigenous learners literacy support

LLN Indicator AQF Diploma template

LLN Indicator AQF ll & lll template

LLN Indicator AQF lV template

LLN Trainer guidelines

Reasonable adjustment Infosheet

Comments:

RTO Representative’s signature………………………………………………… Date…………………..

[This person has responsibility for seeing that recommendations are carried out and significant improvements are
noted in the Improvements register]

RTO Quality Framework™ - Monitoring checklist: Client services system

Version 1: 2008
Page 2 of 2