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At Kaplan Professional we’re committed to supporting you throughout your studies and helping you succeed. We aim to provide an exceptional learning experience and responsive student support services.
As your committed education partner, Kaplan Professional will always endeavour to find solutions for you. However, if at any time you’re unhappy with any aspect of your experience, we encourage you to let us know. Our Grievances, Complaints and Appeals Handling Policy is available in the Student Policies section of our website:
Higher Education Student Policies
Vocational Education Student Policies
Grievances are problems or concerns that can be either academic or non-academic in nature, which are suitable to be addressed informally. Grievances are usually resolved easily by a member of Kaplan Professional’s Customer Experience team, so it should be an individual’s first avenue of resolving an issue.
A complaint is the formal process of lodging a grievance about your studies or learning experience that could be due to an academic or non-academic matter.
An appeal is a process whereby a student disputes a determination made regarding a formal complaint made by the student.
In the first instance, it’s recommended you contact our Customer Experience team, as your grievance may be able to be resolved informally.
Vocational Education
1300 662 203 (select option 1)
mail@kaplan.edu.au
Higher Education
1300 135 798 (select option 1)
studentadvice@kaplan.edu.au
If you’re not satisfied with the resolution offered, a formal complaint may be lodged. We recommend you familiarise yourself with the Grievances, Complaints and Appeals Handling Policy and any other policies relevant to your concerns. The Customer Resolutions team can be contacted at studentadviser@kaplan.edu.au to provide information about the complaints process.
If you’re not satisfied with the outcome of your complaint, you may appeal the outcome following the process outlined in the Grievances, Complaints and Appeals Handling Policy.
Contact the Customer Experience team and outline your concerns. Once received, Kaplan Professional will acknowledge we’ve received your grievance. If your grievance can be resolved informally, the case will be closed, and the outcome actioned as appropriate. If a satisfactory resolution isn’t achieved, please refer to Step 2.
If your grievance is unable to be resolved informally, you may lodge a formal complaint via the Student Complaint Form within 10 working days of the relevant incident occurring. The Student Complaint Form can be downloaded from the Forms section of our website:
Higher Education Forms
Vocational Education Forms
Kaplan Professional will acknowledge the receipt of your formal complaint within 5 working days of receipt.
On receiving a formal complaint, an investigation will be conducted, and you’ll be notified of the outcome in writing within 10 business days. If the investigation takes longer than 10 days, you’ll will be advised accordingly. If your complaint is resolved according to your satisfaction, the formal complaint case will be closed, and the outcome actioned as appropriate. If the resolution isn’t to your satisfaction, refer to Step 3.
If a complainant elects to appeal a determination made in Step 2, a Notice of Appeal Form must be submitted within 10 business days of the determination being made. The Notice of Appeal Form can be downloaded from the Forms section of our website:
Please note you may not request an appeal until a decision has been made in relation to the formal complaint i.e. you can’t appeal an assessment outcome without first:
The Chair of the Appeals Committee or Head of Customer Experience will review your application and decide whether to proceed with your appeal or to dismiss an appeal application in accordance with the Grievances, Complaints and Appeals Handling Policy.
If it’s determined that there are grounds for an appeal, the Appeals Committee will be convened no more than 10 working days after receipt of the Notice of Appeal to hear the matter. At the completion of the hearing, the Appeals Committee will make a determination and notify the student in writing within 5 working days of the hearing.
If you’re dissatisfied with the outcome of your appeal, you may seek external review as described in the Grievances, Complaints and Appeals Handling Policy.
Kaplan Professional is offering education update presentations for advice firms – available online or in person – designed to help advisers navigate the evolving professional landscape.
The financial advice profession is rarely a straight path. Increasing regulation, rising client expectations, technological change and higher professional standards mean advisers must continually adapt to remain relevant and competitive.
This presentation maps the full career lifecycle of an adviser – from entry into the profession through to specialisation, leadership and long-term sustainability. At each stage, we explore the capabilities required, the common challenges advisers face, and the role education plays not just as a compliance requirement, but as a strategic enabler of professional growth.
• Education pathways from entry to senior leadership
• How capability requirements evolve across career stages
• The shift from minimum standards to advanced technical and strategic expertise
• The role of ongoing education in building resilience, sound judgement and sustainable careers
Designed for adviser teams and leadership groups, this presentation provides practical insights into how structured learning supports long-term performance, professionalism and business sustainability.
To book an education update session for your advisers please contact your Corporate Relationship Manager to arrange a suitable time.
Date: Wednesday, 11 March
Time: 1:00pm – 3:00pm AEDT
Fee: $280
Where: Online (Zoom)
Host: Matthew Farley
A certificate of attendance outlining CPD hours will be awarded at the conclusion of this workshop. A full list of topics is available on our website.
Date: Thursday, 19 March
Time: 1:00pm – 3:30pm AEDT
Fee: $340
Host: Dr Jenny Diggle
Kaplan Professional has expanded the Financial Adviser Accelerator Suite with a new set of practical topics designed to further strengthen capability across both technical and client engagement areas.
As client expectations continue to rise and advice scenarios become more complex, early career advisers must combine sound technical knowledge with strong communication skills and thoughtful decision-making. The latest additions to the suite support this ongoing professional development.
Practical frameworks to enhance credibility, strengthen adviser presence and build more meaningful, long-term client relationships.
Structured approaches to assessing appropriate cover, modelling client scenarios and supporting well-reasoned, client-centred risk advice.
Applying probability-based thinking to improve strategic judgement and support more confident decision-making in uncertain environments.
These additions build on the Financial Adviser Accelerator Suite focus on applied, real-world learning, equipping advisers with skills that can be immediately implemented in practice.
The ongoing expansion of the Financial Adviser Accelerator Suite reflects Kaplan Professional’s commitment to supporting advisers as they continue to develop deeper expertise and deliver high-quality, client-focused advice.
For advisers who have now met the education standard, the focus shifts from compliance to opportunity.
Kaplan Professional offers clear pathways to build on the bridging courses and subjects already completed and convert that study into a full, recognised qualification. Advisers who have completed individual units toward the education standard may be eligible to articulate into the Graduate Certificate in Financial Planning or Graduate Diploma of Financial Planning, formalising their academic achievement and strengthening their professional standing.
From there, eligible Graduate Diploma alumni can upgrade to the Master of Financial Planning, completing the remaining subjects to attain a postgraduate qualification that positions them above the minimum regulatory requirement. The Master’s program also provides direct pathways toward leading professional designations, including CFP® and SSA®, enabling advisers to align academic progression with industry-recognised credentials.
Advisers who have completed the Graduate Diploma of Financial Planning are already eligible to obtain leading professional designations through the College for Financial Planning®. This includes globally-recognised credentials such as the Accredited Behavioural Finance ProfessionalSM (ABFP®) and Chartered Retirement Planning CounsellorSM (CRPC®) designation.
No further study is required to meet the education component for these certifications, allowing advisers to leverage their existing qualification to secure respected professional recognition and further strengthen their standing in the industry.
Beyond core qualifications, Kaplan Professional also offers access to additional specialist electives and professional designation pathways, allowing advisers to differentiate in areas such as superannuation, retirement, ethics and client strategy.
In short, completing the education standard doesn’t have to be the end point. With Kaplan Professional, it can be the foundation for higher qualifications, respected designations and long-term career progression.
Contact your Corporate Relationship Manager to discuss the education options and pathways for your adviser network. Alternatively, contact 1300 135 798 (option 2) or email courseadvice@kaplan.edu.au.
Kaplan Professional will host a special Women in Finance webinar on Tuesday, 3 March, celebrating the achievements, leadership and career journeys of women shaping the financial services industry.
The session will explore leadership, career progression and the role education has played in supporting professional success across diverse areas of the sector.
Graduate Diploma of Financial Planning dux, two-time Olympian and Financial Adviser at HLB Mann Judd.
Graduate Diploma graduate, business owner and founder of a caregiving training institute in Bangladesh, with more than 20 years’ industry experience.
Master of Applied Finance graduate and Director at BDO Sydney, specialising in governance, risk and assurance across financial services.
Date: Tuesday, 3 March
Time: 1:30pm AEDT
Location: Online (Zoom)
The webinar will include practical leadership insights, reflections on career growth, discussion on the impact of education in finance, and an interactive Q&A session.
Now
9 March
25 March
29 May
Kaplan Professional is offering eligible Graduate Diploma of Financial Planning alumni a limited-time opportunity to upgrade to the Master of Financial Planning at a fixed alumni price of $5,000.
This exclusive offer enables alumni to complete their remaining four subjects – two core subjects (FPC009 Complex Financial Planning and KAP001 Capstone Project) and two electives – at a substantially reduced cost compared to standard postgraduate tuition fees.
To access the offer, eligible alumni must enrol and commence their first subject by the Study Period 2 census date, 25 March 2026.
Upgrading to the Master’s degree provides advisers with the opportunity to deepen technical expertise, broaden strategic capability and position themselves strongly as professional standards across the industry continue to rise. The program also supports progression toward additional professional designations.
Full details, including subject structure, study plans and application steps, are available below.