Using this process will never count against you. Your enrolment, your assessment results and your relationship with your trainer are not affected by making a complaint, and we will not treat you differently for raising one.
Complaint or appeal?
A complaint is about something that happened — a person’s conduct, a service you did not receive, a facility, a fee. An appeal is a request to review a decision we have made, most often an assessment result, an RPL outcome or a refund decision.
An appeal must be lodged within 20 working days of being told the decision. Complaints can be raised at any time.
The process
STEP 1
Talk to us first
Raise it with your trainer or student support. Most concerns are sorted out at this stage, quickly and without paperwork.
STEP 2
Lodge it formally
Submit the Complaints & Appeals Form from Our Resources. We acknowledge within 5 business days and aim to resolve within 30.
STEP 3
External review
Still not satisfied? You can take it outside ACHC — details below.
What you can expect
- Written acknowledgement within 5 business days
- An outcome, with reasons, in writing — we aim for 30 calendar days, and will keep you updated if it takes longer
- The chance to put your case, and to bring a support person
- A decision made by someone who was not involved in what you are complaining about
- A record kept on file, and the issue used to improve how we work
Taking it further
If you are not satisfied with our decision, you can contact the National Training Complaints Hotline on 13 38 73, or complain to our regulator, the Australian Skills Quality Authority, at asqa.gov.au/complaints. You do not need our permission to do either.
The full procedure is in the Complaints & Appeals Policy on Our Policies.