Complaints & Appeals

If you have concerns about your training or disagree with an assessment decision, you have the right to submit a complaint or appeal.

Access required

Sign in as the learner to lodge a complaint or appeal and view your own matters. Other learners' complaints are not available.

Types of issues

Complaints

Use the complaints process for concerns about:

• Training quality or delivery
• Trainer conduct or behaviour
• Facilities or resources
• Administrative issues
• Discrimination or harassment
• Health and safety concerns

Appeals

Use the appeals process to challenge:

• Assessment results you believe are unfair
• Recognition of prior learning (RPL) decisions
• Other academic decisions

How to submit

1. Go to your name dropdown menu → Complaints & Appeals
2. Click New Complaint
3. Select the type: Complaint or Appeal
4. Provide details:
   • Subject line summarising the issue
   • Detailed description of what happened
   • Dates and people involved
   • What outcome you're seeking
5. Click Submit

What to include

Be as specific as possible:

• When did this happen? (dates and times)
• Who was involved?
• What exactly occurred?
• Where did it take place?
• How has it affected you?
• What outcome would you like?

Supporting evidence

You may be asked to provide:

• Emails or messages
• Assessment submissions
• Witness statements
• Medical certificates (if relevant)

What happens next

Acknowledgement

Your complaint will be acknowledged within 2 business days.

Investigation

The training provider will:

1. Review your submission
2. Gather relevant information
3. Interview people involved (if needed)
4. Consider any evidence

Response

You'll receive a written response typically within:

• 10 business days for simple complaints
• 20 business days for complex matters

Outcome

Possible outcomes include:

• Issue resolved in your favour
• Partial resolution with compromise
• Issue not upheld with explanation
• Referral to external body

Tracking your complaint

View the status of your complaints at any time:

1. Go to Complaints & Appeals
2. See all your submissions with current status:
   • Pending: Under review
   • In Progress: Being investigated
   • Resolved: Decision made

Click on any complaint to view details and any responses.

If you're not satisfied

If you disagree with the outcome:

1. Request an internal review within 5 business days
2. Provide reasons why you disagree
3. A different person will review your case

External options

If still unsatisfied, you can contact:

• Australian Skills Quality Authority (ASQA): For complaints about RTO conduct
• Fair Work Commission: For workplace-related training issues
• Anti-Discrimination bodies: For discrimination complaints
• Ombudsman: For general complaints about training providers

Confidentiality

All complaints are handled confidentially:

• Only people involved in the investigation will access details
• Your identity is protected where possible
• Retaliation for making a complaint is prohibited
• Records are stored securely

Tips for effective complaints

• Submit as soon as possible while details are fresh
• Stick to facts, avoid emotional language
• Be specific about what outcome you want
• Keep copies of all communication
• Respond promptly to requests for information
• Be patient: thorough investigations take time

Your rights

As a student, you have the right to:

• Make complaints without fear of retaliation
• Have complaints handled fairly and promptly
• Receive written responses
• Appeal decisions
• Access external dispute resolution

Your training provider must have a complaints and appeals policy. Ask for a copy if you'd like to understand the full process.

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