RTO performance indicators program (satisfaction surveys)

The Victorian Department of Education and Training (DET) leads the national work to develop and report on the quality of vocational education and training (VET) in Victoria. The overarching aim of this work is to ensure the quality of government funded VET and outcomes from training benefits students, employers and the wider community. 

This work is underpinned by the annual Victorian Student Satisfaction Survey and Victorian Employer Satisfaction Survey. Both surveys are administered between March and May.

Survey outcome

Who is invited to participate?

The Student Satisfaction Survey asks all government-funded Victorian students who completed their training or left early from vocational training in the previous calendar year to participate. Students are able to complete the 5 to 10 minute survey online, on their mobile device or by mail. Students may also receive a phone call inviting them to participate. The questions include:

  • Did you achieve your main reason for training?
  • Would you recommend your RTO?
  • Were you satisfied with training provided by their RTO?
  • Did you get a job as a result of your training?
  • Did you go on to training at a higher level than your completed training?

The Department has commissioned the Social Research Centre (SRC) to conduct the  Student Satisfaction Survey. By completing the survey, SRC enters students into a prize draw of $10,000. There are 15 prizes of $500 or $1,000 to be won. The survey can be completed between 16 March and 10 May 2020.

A few case studies from students:

Case Study - Angela:
After she completed her Diploma of Business Information Systems in 2018, Angela was asked to complete the 2019 Student Satisfaction Survey to have her say about the quality of her education and training.
Angela was enthusiastic about giving feedback to her provider, because, as a teacher, she has first-hand experience seeing the positive results from classroom feedback and how it can improve outcomes for future students.
"I wanted to assist other students who might be going down the same path by giving feedback about how I thought my course could be improved" she said.
"Providing feedback is really important because it will help shape similar programs for future students."
By completing the survey, Angela went in the running to win a share of $10,000 and won.
With her winnings, Angela has the opportunity to purchase items that will go toward her career or future studies.
Case Study - Shayne:
After completing his Certificate III in Carpentry in 2018, Shayne was asked to provide feedback through the 2019 Student Satisfaction Survey about his education and training.
By completing the 2019 Student Satisfaction Survey, Shayne won a share in $10,000.
When Shayne received the email from the Department of Education and Training explaining he was one of the lucky prize winners, he was both shocked and excited.
"I couldn't believe I won the prize! I never usually win anything. It made all the time studying that much more worth it."
 "The survey was really easy to complete and it gave me the chance to highlight any issues during my study to make sure it's improved for next year's students."
Just two days after finishing his course, Shayne hit the ground running and opened up his own carpentry business and, with his winnings, was able to buy a new nail gun.

The Victorian Employer Satisfaction Survey invites all employers of apprentice(s) and trainee(s) to provide feedback on the performance of the training provider(s) they interacted with in the previous calendar year. Employers of apprentice(s) and trainee(s) can complete the 8 minute survey mailed to them or online. Employers may also receive a phone call to arrange a convenient time. The survey can be completed between 23 March and 17 May 2020.

The questions include:

  • Were you satisfied with training provided to your apprentice(s)/trainee(s) by the RTO?
  • How likely are you to recommend your training provider to other employers?
  • What was your main reason for choosing your training provider?

The Department has commissioned Wallis Market and Social Research (Wallis) to conduct the Employer Satisfaction Survey.

  • Highlights from the 2019 Employer Satisfaction Survey can be found here
  • Highlights from the 2018 Employer Satisfaction Survey can be found here

Survey results

The information collected from the suite of surveys provides a window into the performance of the Registered Training Organisation (RTO) - at both the state level and the individual level. This, in turn, provides the Department with evidence and insights to better manage the quality of training delivery as well as outcomes provided by the Victorian Training and TAFE system.

Information collected from the surveys is used to create a number of outcome performance measures.

Outcome performance measures

Why create outcome performance measures?

The Department uses the outcome performance measures: 

  • To improve the quality of, and outcomes from, the training system through funding, regulation, and innovation
  • To improve the critical connection between skills, future jobs and growth of the economy
  • To respond in a timely manner to changes in demand for workforce skills.
Aggregate survey results are also reported back to individual training providers. Individual students cannot be identified in these results. Access is restricted to the individual provider and can be accessed by staff nominated by their CEO. 

Training providers use the outcome performance measures:
  • To better understand how they are performing relative to their peers in order to improve the quality of course and training provision to deliver key quality learning benefits to students and employers.
  • To provide valuable insights for course improvements and planning to better meet the needs of students and employers of apprentice(s) and trainee(s).

Privacy

All survey information provided by students and employers of apprentice(s) and trainee(s) is dealt with in accordance with the Public Records Act 1973 and the Privacy and Data Protection Act 2014 (Vic).

For further information on privacy see:

The Department receives student contact details from training organisations that receive government funding. Contact details for employers of apprentice(s) and trainee(s) is received from Victoria's education and training regulator, the Victorian Registrations and Qualifications Authority.

Comments and complaints

If you have other comments to make about anything to do with your training or training organisation, contact the TAFE and Training Help Line on 131 823 or email tafe.courseline@edumail.vic.gov.au.

Complaints about the conduct of Victorian funded registered training organisations may be directed to the Department. For more information, see:  Victorian Training Guarantee contract compliance complaints.

Not all accredited training delivered in Victoria is funded by the Department.

Consumer complaints about other training may be registered with the Australian Government’s National Training Complaints Hotline by phone: 13 38 73 (Monday - Friday, 8am to 6pm) or by email: NTCH@education.gov.au

Professional development opportunities for RTOs

The VET Development Centre (VDC) provides professional development sessions to all teaching and non-teaching staff in the VET sector.

For more information, see: VET Development Centreor contact Steven Deer at:

More information

Further updates about the project will be provided on this webpage as information becomes available.

RTOs will be sent updates by mail or through the Skills Victoria Training System (SVTS).

Any general queries about the overall project can be sent to: rto.performance.indicators@edumail.vic.gov.au.