15. Complaints and feedback

What You Need to Know

TAFE Queensland is committed to continually improving its quality of service. You are encouraged to provide feedback to TAFE Queensland about its operations and the quality of education and training you are receiving.

You will be invited to provide feedback via surveys at various points within your course of study. Students undertaking Queensland Government subsidised training are required to complete a Student Employment Outcomes Survey within 3 months of completing or discontinuing training.

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:

• Online through the TAFE Queensland website;
• In writing through email and written correspondence;
• Via TAFE Queensland social media platforms;
• Via telephone; and
• In person.

TAFE Queensland will not charge a fee for any part of the internal or external complaints management process.

TAFE Queensland will ensure that you are not victimised or discriminated against for using the complaints management process. 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.

All complaints and feedback must be made within 12 months of the issue/incident/decision to which your complaint/feedback applies.

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 complaint/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. If you are still dissatisfied with the outcome, you can request a compliant/feedback re-evaluation through the relevant General Manager/Executive. You must request the complaint/feedback re-evaluation in writing within 5 business days of the complaint/feedback outcome notification.

What You Need to Know

Internal Reviews:

If after discussing the matter with TAFE Queensland officer detailed in the complaint/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 10 business days of receiving the complaint/feedback decision notice.

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

TAFE Queensland will as part of its resolution of the complaint implement any decisions made following the complaints process.

All parties who have used the complaints management process will have access to the relevant records upon request to TAFE Queensland and if deemed appropriate.

 

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

TAFE Queensland will consider all recommendations arising from the external stage of the complaints process.