Edition 41, December 2006

National VET Complaints Code

The Australian Government, along with state and territory training authorities, seeks to improve the quality of vocational education and training through:

  • listening to the views of vocational education and training consumers
  • addressing the concerns that consumers may have
  • constantly improving the quality of training products, services and policies.

To reach these goals, the Australian Government and training authorities have made a commitment to meet complaints handling principles and service standards within their own organisations and to champion them through the vocational education and training system.

Complaints include any expression of dissatisfaction with the quality of products, services and policies.

The National Code of Good Practice for Responding to Complaints about Vocational Education and Training provides for a complaints process that is:

  • fair: the rights of vocational education and training consumers are recognised, including the right to be heard and the right to an impartial decision
  • accessible: the complaints handling process will be readily accessible to consumers
  • visible: the process for lodging, handling and responding to complaints will be well publicised to staff, consumers and providers
  • comprehensive: the relevant circumstances and information surrounding a complaint will be investigated to the level warranted by the severity of the complaint
  • responsive: the complaints handling process will be responsive, and target timeframes for handling complaints will be established and monitored
  • accountable: there will be appropriate monitoring and reporting of complaints received
  • constructive: preventative and corrective action will be taken to eliminate the root causes of complaints.

For more information visit www.training.com.au or phone the Australian Department of Education, Science and Training National Training Complaints Hotline on 1800 000 674.

To download a brochure about the National Complaints Code visit www.dest.gov.au/sectors/training_skills/publications_resources/profiles/national_complaints_code.htm

This page was generated on 08 September, 2009

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