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Your experience as a customer is important to us
As a customer of TAFE NSW, you are in the best position to tell us how we can improve our services.
That’s why it’s important to tell us when we do something that you feel noticeably affects your experience with us.
Whether it’s positive or negative feedback, we really do appreciate you letting us know because it helps us improve the way we work.
As a Registered Training Organisation TAFE NSW is committed to consumer protection and ensuring it delivers services and training that meet the standards of the NSW Quality Framework.
We welcome our responsibility to protect your interests as a consumer and provide this information to assist you in giving feedback or making a complaint.
We value your suggestions, compliments, feedback and complaints as they help us to address your concerns and to improve the quality of our service.
The feedback you give can be about any aspect of the service provided or not provided; the behaviour or decisions of staff; or about workplace practices, policies or procedures.
If you have a problem or complaint it is a good idea to report it as soon as possible so that it doesn’t grow, unnecessarily, into a bigger problem.
Feedback or complaint form
We promise to deal with each matter fairly and will try to fix problems quickly.
We have a clear process for resolving problems and suggest you contact us as early as possible.
As a student of TAFE NSW you have the right to:
As a student at TAFE NSW your responsibilities include:
More information is available on the TAFE NSW website under Student Rights and Responsibilities.
Who should you talk to?
If you have a problem or complaint, we suggest that you talk to someone you know about it.
Most concerns can be resolved by talking to a staff member at your local campus, because they know your situation and can respond to your concerns promptly.
Your teacher is the best person to talk to, however, depending on the situation you may prefer to contact the Head Teacher in charge of your course, a Counsellor, the Leader Community and Business Engagement in your area or to contact us through our Customer Service Centre.
If you prefer, you can talk to our Consumer Protection Officer who will be happy to discuss the problem with you.
Anonymous complaints can be only acted on in certain circumstances so it is better to provide your name when you make a complaint.
Who is our consumer protection officer?
TAFE NSW’s Consumer Protection Officer is the Manager, Executive Services.
If wish to discuss a Consumer Protection matter please call (02) 6586 2221 or send an email providing details of your issue to firstname.lastname@example.org.
What happens next?
If you make a complaint to a staff member (be it in person or over the phone) that person may ask you to put your concern in writing or to fill in a complaint form. This is to ensure it receives the appropriate attention.
We will try to solve the problem in consultation with you immediately, but if we can’t, we will make arrangements for you to speak to the person best placed to do so.
We will get back to you as quickly as possible to let you know what action is being taken.
Whatever the problem or complaint, we will do our best to address it.
What action do we take when we receive a complaint?
When we receive feedback or a complaint it is reviewed and then assessed in terms of its nature and seriousness.
If it is about a policy or process rather than about a person, then we’ll try to find a way to fix the problem or to improve our systems (ie remedy and systems improvement procedure).
If it is about a person, but not about an alleged serious breach of policy or procedure, then we'll try to find a solution which will meet the needs of all parties (ie negotiation procedure).
If it is about a person, and it is about an alleged serious breach of policy or procedure, then we will investigate (ie investigation procedure).
More information about our consumer protection and complaint handling procedures
The way we handle complaints is outlined in the Complaint Management Policy.
Information is also available in the Smart and Skilled Consumer Protection Strategy, which is administered by State Training Services.
If you are not satisfied with the outcome of your complaint may wish to talk to TAFE NSW’s Consumer Protection Officer, who will review the situation for you.
If, after this, you feel you have not been treated fairly or that the result is unreasonable, you can contact an independent organisation, such as the NSW Ombudsman, to seek advice.
When you enquire about, apply for or enrol in a course with TAFE NSW you will be required to share information about yourself with us. The information below explains what is required; how the information is used; the consents you give; and the declarations you need to make as a condition of your enrolment at TAFE NSW.