How to Send Emails from the Continuous Improvement, Complaints, and Appeals
Overview
The “Send Email” feature within the Continuous Improvement, Complaints, Appeals, and Trainer Matrix sections of the Compliance module provides a centralised and traceable way to manage communication directly from each compliance record. It enables users to send targeted emails without leaving the record, ensuring that all correspondence is linked to the relevant case. Every email sent is automatically logged in the system, capturing key details such as the sender, recipient, date, and time, which supports full auditability and communication history tracking. This improves transparency, ensures accountability, and provides users with complete visibility of all interactions related to each compliance item.
This also helps RTOs meet the 2025 Standards’ expectations for systematic stakeholder engagement, responsive complaint handling, and continuous improvement.
NOTE: The screenshots/references below only show Continuous Improvement; however, the same steps apply to Complaints, Appeals, and Trainer Matrix as well.
Step Tutorial
1. From the Dashboard, navigate to the Compliance tab. Depending on where you want to send an email from (Continuous Improvement, Complaints, Appeals, or Trainer Matrix), select the relevant tab. In this example, we’ll use Continuous Improvement.
NOTE: When no email has been sent yet, the Email History column will remain empty.
2. Identify the entry you wish to send an email to. Click on the kebab icon, then select Email under the Action column.
NOTES:
- The Email option will only be available if the system can identify a valid recipient (such as a student, main contact email for a company, or system user) in each of the Compliance tabs. If the entry was made internally (i.e. no recipient), the Email option will not be available.
- The recipient of the email is determined based on the Compliance object:
- Continuous Improvement: The email is sent to the person listed in the “Raised By” column.
- Complaints: The email is sent to the “Complainant Name”.
- Appeals: The email is sent to the “Appellant Name”.
- Trainer Matrix: The email is sent to the “Trainer”.
- If the “Raised By” field refers to a company rather than an individual, the system will use the company’s main contact email as the recipient address.
3. An Email Modal opens, which can be fully configured. It also automatically filters SMS Tags and Email Templates based on the selected Compliance tab (e.g., Continuous Improvement, Complaints, Appeals, or Trainer Matrix). This ensures users only see the most relevant tags and templates for their current context.
4. Once you have finished with the email content, you may proceed to send the email.
5. A confirmation message indicating the successful sending of the email will appear. Click OK to close it. The recipient should receive the email immediately.
Sample email:
NOTE: For emails sent to students from Continuous Improvement, Complaints, and Appeals, a record is created in the Students page > Notes section.
6. An Expand button will be available under the Email History column, where you can view the history. Additionally, you can click the eye icon to view what has been sent to the recipient. From there, you can modify the email and resend it.
NOTE: When an email is sent via Automations, an email history record is automatically created on the corresponding Compliance record.
7. The same steps apply to the other Compliance modules—Complaints, Appeals, and Trainer Matrix. Simply repeat the steps outlined above.
The above are the steps on how to send emails from Continuous Improvement, Complaints, and Appeals.
Congratulations on completing this tutorial. We hope this has been helpful to you and your organisation. For any questions or concerns regarding this function, please reach out to the contact support via email.
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