Many grievances, disputes or conflicts are likely to arise from a misunderstanding or wrong expectations.

In line with the Australian Quality Training Framework 2007 (AQTF 2007) standards, a registered training organisation (RTO) must have:

• systems in place to ensure the quality and validity of the training and assessment products and services that they deliver
• have documented procedures for handling complaints and grievances.

These policies and procedures must ensure that:

• each complaint, grievance or appeal and its outcomes is recorded in writing
• each appeal is heard by an independent person or panel
• learners have an opportunity to formally present their case, and are given a written statement of the appeal outcomes, including reasons for the decision.

Lodging complaints

In the first instance, learners – students, employees, and Australian Apprentices - who are not satisfied with the quality of training provided by their RTO or how it’s delivered, lodge their complaints directly with the RTO.  RTOs should encourage the learner to talk directly with them to resolve the problem.

If a learner is dissatisfied with the RTO’s complaints process and feels that he or she has not been given a fair hearing or that the process was not followed, the next step is for him or her to contact the relevant state or territory registering body. 

Complaints can also be lodged with:

• National Training Complaints Hotline on 1800 000 674

National Code of Good Practice

All state and territory registering authorities have embraced the National Code of Good Practice for responding to complaints about vocational education and training (VET) quality (PDF, 116kb).

It documents service standards and complaints handling principles not only for registering authorities but also for the Australian Government.

These service standards include:

• listening to the views of VET consumers
• addressing any concerns VET consumers may have
• constantly improving the quality of VET products, services and policies.