Feedback and complaints
If you would like to comment on a positive experience or suggest an improvement to the way we do business, please let us know.
There are lots of different ways that you can provide feedback:
- talk to a staff member
- phone us on 1300 655 307
- email firstname.lastname@example.org
- complete a hardcopy form at your closest Client Services office
- complete our online feedback form.
The nature of your feedback will help us know the best way to respond, so please provide as much information as you can. We take all feedback seriously and will take action to continually improve our services to you.
As part of our overall approach to gathering feedback, you may be asked to complete a survey at the completion of an assessment, a single unit or module, a group of units, or a complete qualification.
We appreciate any feedback provided as it contributes to the ongoing continuous improvement of our services. Where opportunities for improvement are identified as a result of the feedback we receive, actions are developed and put in place to help improve our services to you and to future students studying at TasTAFE.
If at any time you are not sure of the best way to provide feedback or raise a concern, in the first instance, have a chat with your teacher. If you don’t feel comfortable speaking with your teacher, ask Client Services to make an appointment with one of our Student Support staff members, who can assist you in exploring your options.
If you have a complaint or concern about our services or your training, treatment you have received, or the behaviour of others that you consider unacceptable or inappropriate – please let us know.
How to submit a complaint
Talk to your teacher – the quickest and best way to resolve most complaints is to talk to your teacher. TasTAFE encourages you do this as soon as the situation arises, so it doesn’t worsen and turn into a bigger problem for you. Many complaints can be the result of misunderstandings and can often be easily resolved with a simple conversation.
If a teacher, staff member or another student has said or done something that has upset you, they may not even know they’ve done it – so talking to them about it could actually resolve your complaint.
If, after talking to your teacher your complaint is not resolved, or if you do not feel comfortable talking to your teacher, please talk to your Education Manager or a Student Counsellor.
Talk to a Student Counsellor – contact Client Services at your campus or phone us on 1300 655 307 to make an appointment. Anything you discuss with a Student Counsellor will remain confidential.
If the Student Counsellor cannot resolve your complaint, they can help you explore your options and support you if you decide to make a written complaint.
Put your complaint in writing – if you are not satisfied after talking to your teacher or Education Manager and/or a Student Counsellor, you can submit a written complaint.
Your Student Counsellor can help you with this and support you through the process. You can submit a complaint at any time by completing the form available on the TasTAFE website.
Alternatively, you can send your complaint via email to email@example.com, or via post to TasTAFE Student Experience, PO Box 1308, Launceston 7250 or hand deliver to your local Client Services office.
I’ve submitted a written complaint… what happens now?
Once you submit a written complaint, TasTAFE will acknowledge your complaint in writing within three working days, and a manager will be appointed to investigate your complaint.
Many complaints can be resolved quickly through a discussion about what has occurred and exploring options to resolve the issue.
If you have not already spoken to a TasTAFE Student Counsellor you may be referred to one at this stage so that you can be provided with support during this process.
Should your complaint not be resolved within 20 working days, you will be advised of the reason and provided with a new timeframe within which you can expect a resolution. You will be advised of the outcome of your complaint by TasTAFE.
Complaints review process
If you are unhappy with the outcome of your written complaint, you can request a review to be undertaken via our Complaints Review Process.
Request an internal TasTAFE review – you can request an internal review by emailing firstname.lastname@example.org, and outlining the reason for your request. A senior manager will review the complaint, the actions taken to date and the decision made and let you know the outcome of the review within 20 working days.
Request an external review – If you are still concerned your complaint has not been resolved after the internal review process, you can contact the organisations below for advice: