Complaints and Appeals – Workforce Training Group

Workforce Training Group is committed to delivering high-quality training and services. If something hasn’t gone the way you expected, we want to hear from you. All complaints and appeals are handled fairly, confidentially, and in a timely manner.

You can raise a concern at any time without fear of disadvantage to your training or enrolment.

Step 1 – Informal Resolution

Where possible, we encourage you to first discuss your concern directly with your trainer or our admin team. Many issues can be resolved quickly through an open conversation.

Step 2 – Formal Complaint or Appeal

If the issue cannot be resolved informally, you may submit a formal complaint or appeal in writing. Email us at info@workforcetraining.com.au or request a Complaints and Appeals Form from our team.

Your written request should include:

• Your name and contact details
• A clear description of the issue
• Any steps you have already taken to resolve it
• The outcome you are seeking

Step 3 – Acknowledgement and Investigation

We will acknowledge your complaint in writing within 5 business days. Your concern will be reviewed by a senior staff member who was not directly involved in the matter.

Step 4 – Written Outcome

You will receive a written outcome within 10 business days. If the matter is complex and requires more time, we will notify you in writing and keep you updated. If resolution takes longer than 60 calendar days, we will explain why.

Step 5 – External Review

If you are not satisfied with our internal resolution, you can take your concern to an external body. You can contact the National Training Complaints Hotline on 13 38 73, or lodge a complaint with our regulator, the Australian Skills Quality Authority (ASQA), at asqa.gov.au. There is no cost to lodge an external complaint. Please note that ASQA generally only investigates complaints that raise concerns about an RTO’s ongoing compliance with the Standards for RTOs, rather than resolving individual disputes.

Assessment Appeals

If you disagree with an assessment result, first speak with your trainer. If the issue is not resolved, you may submit a formal appeal in writing including your name, the unit being appealed, your reason, and any supporting evidence.

Your appeal will be reviewed by a qualified assessor who was not involved in the original assessment decision. You will receive a written outcome within 10 business days.

External Escalation

• National Training Complaints Hotline: 1800 000 674 (Monday–Friday, 8am–6pm)
• ASQA: asqa.gov.au

Contact Us

• Email: info@workforcetraining.com.au
• Phone: 1800 848 882
• Hours: Monday–Friday, 8:30am–4:30pm AWST

Workforce Training Group (RTO 46093) manages all complaints and appeals in accordance with the Standards for RTOs 2025.