Complaints and Appeals
We understand that from time to time you may experience situations that lead to you being unhappy and you may even want to make a complaint. We encourage you to speak with us about your experience so that together we may resolve any problems.
You have a right to make a complaint about the conduct of our staff, our trainers and assessors, anyone who delivers services on our behalf and other students in our training programs. Your complaint may be about anything that you consider inappropriate, unfair or unjust.
You also have the right to appeal any decisions we make about your assessment process and decision, your program or the services we provide to you.
When we manage a complaint or appeal, we make sure the process is accessible, confidential, fair, responsive, supportive and transparent.
We encourage you to approach the complaint or appeal openly and honestly to resolve problems through fair and reasonable means.
To achieve a prompt resolution of complaints and appeals, the Centre provides a Consumer Protection Officer who has the responsibility and authority to investigate and manage complaints and appeals. The Centre Manager is our Consumer Protection Officer. You can contact the Centre Manager in person at the Centre, by email or by phoning the Centre on 4942 3133.
We will not disrupt your progress through a study program while investigating a complaint or managing an appeal unless the nature of the issue itself means further progress is not possible.
For further information on how to lodge a complaint or appeal, please speak to our Training Administration Officer or Centre manager, or download our Complaints and Appeals Policy.
You can also seek advice and help from the following agencies:
For complaints about Smart and Skilled programs
State Training Services
Phone: 1300 772 104
For complaints about discrimination
Anti-Discrimination Board of NSW
Level 4, 175 Castlereagh Street, Sydney NSW 2000
PO Box A2122, Sydney South NSW 1235
Phone: 02 9268 5544
Toll-free: 1800 670 812 (for regional NSW only)
For consumer protection matters
Office of Fair Trading
Level 21, 227 Elizabeth Street
Sydney NSW 2000
Phone: 13 32 20
Australian Competition and Consumer Commission Info Centre
Phone: 1300 302 502
For training and assessment quality matters
Australian Skills Quality Authority
GPO Box 9928
Melbourne VIC 3001
Phone: 1300 701 801
For matters involving privacy
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone 1300 363 992
Consumer Protection Strategy
We are a provider of Smart and Skilled Programs for the NSW Government. The NSW Government provides a Consumer Protection Strategy that explains your rights and our obligations as a provider. We summarise these below, and you can download the Smart and Skilled Consumer Protection Strategy for more information.
Your rights and obligations as a consumer
You have the right to:
- expect the training we deliver will be of a quality that meets or exceeds regulatory and contact requirements
- know why we collect your personal information and to review and correct that information
- have access to our complaints system
You have an obligation to provide us with accurate information and behave responsibility and ethically.
We have an obligation to:
- provide the training and support you need to achieve your study program
- provide a quality training and assessment experience for all our students
- provide clear and accessible feedback and a consumer protection system
- protect your personal information
Contacting State Training Services
Remember if you have a complaint about our services, you can find out what to do on our Complaints and Appeals page. If your complaint relates to Smart and Skilled programs you can also contact State Training Services on 1300 772 104 or by emailing firstname.lastname@example.org.
Protecting your pre-paid fees
All registered training organisations must have fee protection measures in place to ensure that students are not at risk of losing substantial amounts of money, should the organisation cease to trade during their study period.
To meet this regulatory requirement, we will accept maximum payment of $1,500 from you before you start your course. We provide payment schedules for fees over $1,500 in our information packages for each course.