I HAVE A COMPLAINT

Complaint Lodging Resources for RTOs/TAFEs and other Training Organisations

All current complaint websites encourage the complainant to first follow the training providers’ complaints management procedures. Every provider who offers training to domestic and international students is required to have a formal complaints and appeals process in place both internal and external (for seeking third-party review).

The following resources are designed to be accessed after you have exhausted the providers own complaints management process. Most of these resources are for students/apprentices/trainees. There are general resources at the bottom.

Resource Name	Description	Website
Australian Skills Quality Authority (ASQA) (Australian Government)	This is not a consumer protection agency and does not advocate for individual students. This service is for quality complaints and international students / visas for a wide range of topics.	Homepage: www.asqa.gov.au/complaints Getting Started: asqaconnect.asqa.gov.au/
National Training and Complaints Hotline (Department of Education, Skills and Employment)	The National Training Complaints Hotline is a service for consumers to register complaints concerning all aspects of vocational education and training. The service refers consumers to the appropriate agency / authority / jurisdiction to assist with their complaints.	Complaints Hotline: 13 38 73 Monday to Friday, 8am to 6pm Student Enquiry Line: 1800 020 108 Website: https://www.dewr.gov.au/national-training-complaints-hotline Written Complaint Submission: NTCH@employment.gov.au
Fair Trading	This service is used to lodge complaints about course fees, refunds or if you believe the training provider has not handled your complaint appropriately or the outcome of your complaint.	Phone:13 74 68 Website: www.qld.gov.au/law/fair-trading
Apprentices and Trainees (Department Employment, Small Business and Training)	For apprentices and trainees – list of complaints that can be lodged are found in the first link on the right.	Complaints List: https://desbt.qld.gov.au/ training/apprentices/resources/ information-sheets/is2 Phone: 1800 773 048 Email: trainingscammer@desbt.qld.gov.au
General and Other Complaints
Other Complaints (Department Employment, Small Business and Training)	For other complaints that do not fall into the above criteria.	Phone: 1300 369 935
Training Ombudsman	Provides a free, confidential, and independent service to review and resolve enquiries and complaints from apprentices, trainees, students, employers and other parties about the vocational education and training (VET) system.	Website: https://trainingombudsman.qld.gov.au/

Complaints Management Process

The following process is designed as a guide for informal complaints management. This needs to be attempted before lodging a formal complaint with the QAA.

1. The first step should be to approach the person you are having the complaint with and attempt to have a conversation about the subject. Some strategies to prepare for this conversation are as follows:

Be clear on your goal, what is the outcome you deem acceptable?
Decide what alternative outcome you could be happy with. This will prepare you for negotiations.
Try and direct the conversation into a written format, text messages or email. Should the matter progress to a formal investigation this will be proof you have attempted to resolve the matter informally.

2. Attempt to engage in a negotiation to reach a desirable outcome. This requires compromise on behalf of both parties. Tips for managing a successful negotiation:

Try not to get upset or angry, this will not encourage logical discussions.
If the other person is upset or angry, politely ask them to calm down so you can continue a constructive conversation.
It may not be possible to remain calm during the negotiations. In that case proceed to the step 3.
Be prepared to compromise, remember the alternate outcome you chose in step 1.
Once an agreement has been reached or if the conversation is terminated due to either party not remaining calm, put in writing the events of the meeting. This document should include:
- a. Any compromises or actions decided.
- Any agreements about miscommunication or communication challenges.
- A statement that says the negotiation could not take place due to heightened emotions.

3. Email or deliver the letter from step 2 to the other party.
4. Have the other party acknowledge receipt and the contents of the letter in writing.
5. The conflict should now be resolved. If there are more conflict matters, repeat this process until all matters have been discussed and resolved.

Suggested Actions when Managing Conflict

Conflict Type	Suggested Action	Tips for Avoiding Conflict
Quoting or price	1. You may wish to make a claim through the Queensland Civil Administrative Tribunal (QCAT). Review their website below for jurisdiction details: Website https://www.qcat.qld.gov.au/ 2. You may wish to lodge a complaint with Fair Trading: Phone: 13 74 68 Website: www.qld.gov.au/law/fair-trading	Make sure you get all quotes and prices delivered in writing. These documents can be used in the Complaints Management Process. This will provide you with written evidence should you wish to progress the complaint through formal channels.
Incomplete Works	1. Please refer to the Complaints Management Process. Progress through the steps until conflict is resolved. 2. You may wish to make a claim through the Queensland Civil Administrative Tribunal (QCAT). Review their website below for jurisdiction details: Website https://www.qcat.qld.gov.au/ 3. You may wish to lodge a complaint with Fair Trading: Phone: 13 74 68 Website: www.qld.gov.au/law/fair-trading	This is difficult to avoid, however, there are things to consider: -Weather -Occupational challenges (electrical and other underground services); and/or -Was someone injured or sick and unable to complete the work. In most circumstances, there is usually something else happening to prevent the completion of works. Make sure you retain all records associated with the job. As per the Complaints Management Process, make sure all exchanges between yourself and the other party are recorded in writing.
Professional Conduct	Please refer to Step 1 of the Complaints Management Process. Depending on the desired outcome, progress through the steps until conflict is resolved.	Open and honest communication is the key. If you are not honest and don’t explain your expectations of their conduct no improvements can be made.
Communication	Please refer to Step 1 of the Complaints Management Process. Depending on the desired outcome, progress through the steps until the conflict is resolved.	Open and honest communication is the key. If you are not honest and don’t explain your expectations of their communication methods or frequency no improvements can be made.