Complaints and feedback - TAFE Queensland

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Complaints and feedback

How to Provide a Complaint or Feedback

What You Need to Know

If you are dissatisfied with a service, product, or decision made by TAFE Queensland, or would just like to provide some feedback, you can do so informally by talking it over with a member of TAFE Queensland's staff. TAFE Queensland will attempt to solve the problem as quickly as possible.

 Otherwise, there are a number of ways you can make a more formal complaint or feedback:

TAFE Queensland asks that you be respectful when providing complaints/feedback, as it will be to you. If you behave in a rude or threatening way your behaviour may be addressed under an appropriate TAFE Queensland disciplinary process.

TAFE Queensland's Response to your Complaint of Feedback

What You Need to Know

If you have made a formal complaint or feedback, TAFE Queensland will send you a letter of acknowledgement.

TAFE Queensland will then investigate the matter. During its investigation TAFE Queensland may ask you for more information.

Within 10 days of receiving all the information it needs from you, TAFE Queensland will provide a response, either telling you how the investigation is going and when it is expected to be concluded, or telling you of the outcome of the investigation.

When you receive the compliant/feedback outcome letter from TAFE Queensland, you will be given the name of a TAFE Queensland officer to talk to if you have any further queries or concerns.

Complaints and Feedback Review and Appeals

What You Need to Know

Internal Review:

If after discussing the matter with TAFE Queensland officer detailed in the compliant/feedback outcome letter you still feel that the complaint or feedback decision is unfair, you have a right to ask for an internal review of the decision. Your request for an internal review must be on the basis of the way in which the complaint/feedback decision was reached by TAFE Queensland.

If you are asking for an internal review, it must be made in writing using an Internal Review Request Form that you will be provided with, and submitted within 20 business days of receiving the complaint/feedback decision notice.

TAFE Queensland will then consider the matter and respond to you within 20 business days.

External Appeals:

If you are still dissatisfied with the complaint decision, you may have the right have the right to take the matter to an external body, such as The Queensland Ombudsman.