This report describes research on how registered training organisations (RTOs) can most effectively support students to succeed in their training, focusing on qualification completion. It examines:

• the key characteristics of effective student support
• when and how support needs are identified and provided throughout the learner journey
• the barriers faced by students and RTOs when accessing and delivering student support.

Six inter-connected elements were identified as important for student success.

1. A whole-of-institution approach.
2. Early engagement with students and relevant stakeholders.
3. High-quality training delivery by experts who genuinely care.
4. Continuity of support.
5. Holistic and individualised support.
6. Relationship-building.

These elements were common across all case-study RTOs, despite differences in their size, location, provider type and student cohorts. While implemented in different ways, they were consistently underpinned by a genuine commitment to student success, rather than to simply meeting compliance requirements.