Complaints Handling

Complaints and Appeals Policy and Procedures

 

Reference:

  • Appeals Form
  • Complaints Form

 Smart and Skilled

 

As a first step, Learners are encouraged to discuss their concerns with their approved Smart and Skilled training provider. The provider's consumer protection officer should be able to help students with their concerns.

 

Approved Smart and Skilled training providers are required to include the Smart and Skilled website details and 1300 number on all public information, enrolment forms and learner induction material, so that Learners are aware of their rights and options for making a complaint or providing feedback about their training.

 

Where Training Services NSW receives a complaint, the Learner is asked whether they have raised their concerns with their training provider and whether the provider has responded. If the Learner asks for further assistance, the Training Services NSW initially tries to resolve the issue through information and mediation.

 

The officer contacts the training provider and the Learner to help resolve the issue. This is done by mediation – trying to get each party to understand and respect each other's points of view, negotiating over differences and discussing possible solutions.

 

The discussions may take place through letters, emails, telephone conferences, video conferences or face-to-face meetings. The officer then advises on the most effective solutions to resolve the complaint.

 

While the officer handling the complaint will do all they can to help resolve the complaint, they cannot guarantee a successful solution. The officer will inform both the Learner and the training provider when they have done all they can to assist. It's then up to the Learner or the training provider to look for another, more formal process to resolve the dispute. View list of all Consumer Protection contacts.

 

Smart and Skilled

Student and employer enquiries

Training Services NSW Assistance

1300 772 104, or if you are calling from overseas +61 2 8267 7770.

Training Services NSW offices 13 28 11

smartandskilled.enquiries@det.nsw.edu.au

 

Contacting the Smart and Skilled customer support centre to seek assistance, ask for advice, make a complaint or provide feedback

 

While You can do this by email, over the phone on 13 28 11, or in person at a Training Services NSW centre.

 

The Smart and Skilled customer support centre can provide:

  • information and advice on your rights
  • support with your complaint or dispute, including:
    • a process for progressing any unresolved complaint
    • referrals to other agencies that can help with specific complaints within their scope
    • a mediation service to help you resolve your complaint with the training provider.

Continuing training where your current Training Provider is no longer able to deliver subsidised training under Smart and Skilled

 

If your Training Provider is no longer able to deliver subsidised training to you under Smart and Skilled, there are options for continuing your training.

 

Option 1:

 

You can select a different Training Provider

 

If you select another Smart and Skilled Training Provider, then you will continue to receive subsidised training.

 

Your current Training Provider will assist you to transfer to the new Training Provider which you have selected. They can also suggest an alternative Training Provider.


To select a different Smart and Skilled Training Provider use the Skills Navigator.

 

Option 2:

 

You may be able to remain with your current Training Provider

 

Under this option you may have to pay your Training Provider full fees to finish your training. You will need to ask your Training Provider how much you will have to pay to complete your qualification.

 

If you decide to transfer, what help will you receive?

 

Your current Training Provider should provide you with the following assistance as soon as possible:

  • manage fee arrangements for transferring you as an enrolled student to a different Provider. Your current Training Provider will refund any balance of student fees already paid.
  • issue you with a Statement of Attainment/ Qualification which reflects your actual training and assessment progress to date.
  • issue an updated training plan.

If you are an apprentice or trainee: For assistance, contact your Australian Network Provider or Training Services NSW on 13 28 11.

 

Who to contact?

  • Issues to do with quality of training, contact the Australian Skills Quality Authority (ASQA)

Website: www.asqa.gov.au

  • Smart and Skilled enquiries/complaints

Phone: 1300 772 104
Email: SmartandSkilled.Enquiries@det.nsw.edu.au

  • Consumers specifically asking for a refund or similar should contact NSW Fair Trading

Phone: 13 32 20, Monday-Friday, 8:30am to 5pm
Website: www.fairtrading.nsw.gov.au

 

Still not sure?

 

The National Training Complaints Hotline will direct you to the relevant authorities or the most appropriate organisation to assist you.

 

Phone: 13 38 73, Monday-Friday, 9am to 5pm

 

Website: www.dewr.gov.au/national-training-complaints-hotline

 

Complaints and disputes handling process

 

Complaints and disputes are handled by an officer from Training Services NSW, who first tries to resolve the issue through information and mediation.

 

The officer contacts the training provider and the Learner to help resolve the issue. This is done by mediation – trying to get each party to understand and respect each other's points of view, negotiating over differences and discussing possible solutions.

 

These discussions may take place through letters, emails, telephone conferences, video conferences or face-to-face meetings. The officer then advises on the most effective solutions to resolve the complaint.

 

While the officer handling the complaint will do all they can to help resolve the complaint, this cannot guarantee a successful solution. The officer will inform both the Learner and the training provider when he or she has done all they can to help. It's then up to the Learner or the training provider to look for another, more formal process to resolve the dispute.

 

Student rights and obligations

 

As a student receiving government-subsidised training under Smart and Skilled, you have certain rights and obligations.

 

You have the right to:

  • expect that the quality of your training meets the standards, regulations and requirement set down by the Australian Skills Quality Authority (ASQA) and Smart and Skilled
  • be informed about the collection of your personal information and be able to review and correct that information
  • access your training provider's consumer protection complaints process.

Your obligations include:

  • providing accurate information to the training provider
  • behaving in a responsible and ethical manner.