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Complaints and Appeals

We sincerely hope not, but from time to time you may be unhappy with the services we provide or want to appeal a decision we have made.

We take your complaints and appeals seriously and will ensure in assessing them that we look at the causes and action that we can take to ensure it does not happen again/reduce the likelihood of it happening again.

Complaints can be made against us as the Australian Federation College, our trainers and assessors and other staff, another learner of Australian Federation College, as well as any third party that provides services on our behalf such as education agents.

Complaints can be in relation to any aspect of our services. Appeals can be made in respect of any decision made by Australian Federation College. An appeal is a request for Australian Federation College’s decision to be reviewed in relation to a matter, including assessment appeals.

In managing complaints, we will ensure that the principles of natural justice and procedural fairness are adopted at every stage of the complaint process. This means that we will review each complaint or appeal in an objective and consistent manner and give everyone the opportunity to present their point of view.

Our internal complaints and appeals process can be accessed at no cost.

We do encourage you to firstly seek to address the issue informally by discussing it with the person involved.
However, if you do not feel comfortable with this or you have tried this and did not get the outcome you wished you can access the formal complaints and appeals process.

If you want to make a complaint or appeal, you must:

  • submit your complaint or appeal in writing using the Complaints and Appeals Form. The complaints and appeals form outline the information that should be provided and can be accessed from reception or our website.
  • submit your complaint within 30 calendar days of the incident or in the case of an appeal within 30 calendar days of the decision being made.
  • in case of making an external appeal, you have 5 working days to do so after the day on which you are taken to have received our internal appeal decision.

Where the internal process has failed to resolve the complaint or appeal, you will be able to take your case to the Overseas Students Ombudsman (OSO).

Student Support Desk (600 × 750 px) (1)

International students may complain to the OSO about a range of circumstances including (but not limited to):

  • Being refused admission to a course.
    Course fees and refunds.
  • Being refused a course transfer.
  • Course progress or attendance.
  • Cancellation of enrolment.
  • Accommodation or work arranged by Australian Federation College.
  • Incorrect advice given by an education agent.
  • Taking too long in certain processes such as issuing results.
  • Not delivering the services indicated in the Student Agreement.

More information can be found at:
http://www.ombudsman.gov.au/making-a-complaint/overseas-students#quality-of-education-provider

You can access this services at no cost in relation to matters that cannot be resolved through internal processes.

We will cooperate in full with the OSO and will immediately implement their decisions or recommendations and/or take preventative or corrective action required by the decision or recommendation. We will communicate all actions to you in writing based on the OSO’s decision.
Complaints can also be made to the organisations indicated below:

National Training Complaints Hotline:

The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training. The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint. Access to the Hotline is through:
Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally
Email: ntch@education.gov.au
Australian Skills Quality Authority (ASQA):

Complainants may also complain to our registering body, Australian Skills Quality Authority (ASQA). It is important to understand that ASQA does not act as an advocate for individual students and is not responsible for resolving disputes between students and training providers. ASQA only uses information from all complaints as intelligence to inform regulatory activities. More information can be found at:
https://www.asqa.gov.au/complaints
Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.

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