Complaints & Appeals
Our commitment
Australian Prime Institute (RTO 46023) is committed to handling complaints and appeals fairly, promptly, confidentially and constructively. Raising a complaint or appeal will not disadvantage you in any way. All matters are recorded and used to improve our services.
Complaints vs appeals
A complaint is an expression of dissatisfaction with a service, decision, person or situation. An appeal is a request to review a decision we have made — including an assessment decision or the outcome of a complaint.
Making a complaint
Where possible, raise concerns early and informally with the staff member involved so they can be resolved quickly. If the matter is not resolved, you can lodge a formal complaint in writing using the contact details below. You may have a support person with you at any stage.
How complaints are handled
We acknowledge formal complaints in writing, investigate the matter objectively, give you the opportunity to present your case, and provide a written outcome with the reasons for our decision. If we expect a complaint or appeal to take more than 60 calendar days to finalise, we will tell you in writing, explain why, and keep you regularly updated.
Making an appeal
If you disagree with a decision (including an assessment result or a complaint outcome), you may appeal in writing within a reasonable time, outlining the decision and your reasons. Assessment appeals may include a re-assessment by a different assessor where appropriate.
How appeals are handled
Appeals are reviewed independently of the original decision-maker. We will provide a written outcome with the reasons for the decision and advise you of any further options available.
External review
If you are not satisfied after our internal process, you may seek an external review. Concerns about nationally recognised training can be raised with the National Training Complaints Hotline or the national VET regulator, the Australian Skills Quality Authority (ASQA). Consumer matters may also be raised with NSW Fair Trading.
Records and confidentiality
Complaints and appeals are handled confidentially and records are kept securely. Information is only shared with those who need it to resolve the matter or where required by law.
To lodge a complaint or appeal, contact us at info@prime.edu.au or 0431 174 022, addressed to the Training Manager.