Complaints - Complaint handling process
The VRQA has a formal procedure that it follows when handling complaints. The process involves:
When the complaint is about a registered training organisation, the VRQA follows the requirements of the AQTF 2007 National Guideline for Responding to Complaints about Vocational Education and Training Quality in handling the complaint.
Registration of complaints
Once we have received your complaint, the VRQA will:
- inform you that we have received the complaint (within seven working days of receiving it)
- record it on the VRQA’s complaints register.
Assessment of complaints
The Director of the VRQA and the Complaints Unit will assess your complaint to determine if an investigation is appropriate. They will consider:
- whether the matter relates to the relevant registration standards or is a matter that the VRQA must investigate.
- the strength of the evidence you have provided
- whether the complaint should be dealt with by another agency
- whether you have attempted to resolve the matter with the provider first.
The investigation process
If the VRQA decides to investigate your complaint, an officer from the Complaints Unit will be responsible for coordinating the investigation. The investigation may include:
- seeking more information from you, including the steps you have taken to resolve the complaint with the provider
- contacting the provider by phone, mail or email to raise your issues
- requesting the provider provide evidence of its compliance with a particular registration standard
- seeking advice from other VRQA staff or other agencies
- implementing further investigation procedures such as an audit, school review or site visit.
The Complaints Unit will maintain a file recording the steps the VRQA has taken in investigating the complaint.
When conducting an investigation, the VRQA will make sure it handles personal information in line with privacy requirements. We will not disclose your identity as the complainant unless you give us permission to do so.
Making a decision
The Director of the VRQA will be responsible for approving any action the VRQA takes.
The VRQA may decide to:
- request that the provider takes steps to rectify the situation
- order that the school or provider be subject to an audit, site visit or school review process
- take other remedial action in line with its statutory powers
- note the information on the provider’s file
- take no further action.
More information
- VRQA Procedure for Complaints Handling (PDF - 78Kb)
- VRQA Policy for Complaints Handling (PDF - 61Kb)