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Policies

Complaints and appeals

If something's wrong with your training, an assessment outcome, our service or anything else, we want it raised. Our internal process costs you nothing, and this page summarises it in plain English. The full policy and procedures document (PDF) is the authoritative version.

Complaints

  1. Tell someone. Often the fastest fix is your trainer or the office: 07 4098 1228. You can also complain formally using the complaints form or in writing, and you can bring a support person to any interview or meeting.
  2. We investigate fairly. The policy follows the principles of natural justice: both sides are heard, you are kept informed, and whoever decides must be unbiased and must step aside if they have a personal interest. Confidentiality is maintained and as few people as possible are involved.
  3. You get the outcome in writing within 20 working days. If a complaint will take longer to resolve, we advise you in writing and give you regular updates.

Making a complaint will never disadvantage you: your enrolment continues while the process runs, and the policy requires that no one is victimised for raising an issue. You can withdraw a complaint at any stage. Complaints are recorded, kept confidential for at least five years, and reviewed so we can fix the underlying cause as well as the immediate problem.

Two practical notes from the policy: we are not required to consider anonymous complaints or ones made vexatiously, and while our internal process is free, an external mediation service (if one is ever engaged) is charged.

Appeals

If you disagree with a decision (most commonly an assessment outcome or a refund decision), you can appeal using the appeals form or in writing. The same natural justice rules apply: the person deciding your appeal must be unbiased. For refund decisions, lodge your appeal in writing within 20 days of the decision, as the fees and refunds policy sets out. For anything else, lodge it as soon as you can.

Independent avenues

If you're not satisfied with our process or outcome, these avenues are independent of us and free:

  • Queensland Training Ombudsman: free, independent help for anyone with a concern about vocational training in Queensland: trainingombudsman.qld.gov.au · 1800 773 048
  • Australian Skills Quality Authority (ASQA): the national VET regulator accepts complaints about training providers: asqa.gov.au/complaints (ASQA uses complaints to regulate providers rather than resolving individual disputes)
  • For consumer matters: the Queensland Office of Fair Trading. Your rights under the Australian Consumer Law are unaffected by our internal process, and using it doesn't restrict your right to pursue other legal remedies.

Download the full Complaints and Appeals Policy and Procedures (PDF)