Agent Management, Oversight & Performance Monitoring
Where Section 1 examined the accuracy of marketing information, Section 2 examines who delivers that information and how their conduct is controlled. Under the NVR Standards, RTOs remain responsible for the actions of their education agents and third-party representatives. Outsourcing recruitment does not outsource accountability. If an agent misrepresents a course, provides outdated information, or fails to disclose third-party involvement, regulatory responsibility remains with the RTO. Agent management is therefore not just a relationship function.It is a governance control obligation. What the Standard Requires RTOs must ensure: Governance Standards (4.1 and 4.2) require oversight systems to ensure third-party risk is actively managed. Appointing an agent is not sufficient — performance must be supervised and reviewed. Where Operational Gaps Arise Common weaknesses include: Strong relationships do not replace structured oversight. Auditors assess documented control, not verbal assurance. Auditor Lens Auditors typically: They assess whether: The focus is governance maturity and risk control.
