Complaints and feedback

We would rather hear about a problem than not. If something has gone wrong, or you are unhappy with a service, a person or a decision, please tell us. Complaints are treated seriously, handled confidentially so far as practicable, and used to improve how we work.

How to raise a complaint

You can raise a complaint in whichever way is easiest for you:

• Email — info@skillsaxisaustralia.com.au, with "Complaint" in the subject line.
• Phone — 0423 097 246, during business hours (Monday to Friday, 9:00 AM – 5:00 PM (AEST)).
• Post — Complaints, Skills Axis Australia, Level 3, 160 Edward Street, Brisbane QLD 4000.
• In person — by appointment at our Brisbane office.

It helps if you can tell us what happened, when, who was involved, what outcome you are seeking, and how you would prefer us to contact you. You may ask a support person, advocate or representative to raise or pursue a complaint on your behalf.

What happens next

1. Acknowledgement. We aim to acknowledge your complaint within two business days.
2. Review. The complaint is reviewed by someone who was not the subject of it wherever practicable. We may contact you for further information.
3. Outcome. We aim to provide a written outcome within 20 business days. If it will take longer, we will tell you why and keep you updated.
4. Explanation. The outcome will explain what we found, what we will do, and what to do if you are not satisfied.

If you are not satisfied

You may ask for the matter to be reviewed internally by the principal of the business. If you remain dissatisfied, you may take the matter to an external body. The appropriate body depends on the subject matter, and may include:

• the relevant training regulator, for matters concerning nationally recognised training or assessment (noting that training and assessment is delivered by the Registered Training Organisation, which will also have its own complaints process);
• the relevant professional or regulatory body, for matters concerning a professional service;
• the Office of the Australian Information Commissioner, for privacy matters;
• the relevant state or federal consumer protection or fair work body, for consumer or employment matters.

We will tell you which external avenue applies to your complaint, and we will not disadvantage you for making one.

Feedback that is not a complaint

Compliments and suggestions are just as useful, and go to the same address. If a member of our team or a partner provider did something well, we would like to know that too.

Privacy

Personal information provided in a complaint is handled in accordance with our privacy policy. We will only share it with those who need it to investigate and resolve the matter, or where required by law.