Feedback and complaints

Your experience is important to us, we acknowledge that feedback and complaints are an important way to improve our services, products, facilities, and experiences for all.

Feedback

If you would like to comment on an experience or make a suggestion about any of our products, services, or facilities you can do this by talking directly to a staff member.

Alternatively, you can complete our online feedback form , use our downloadable form, or email your feedback directly to feedback@tastafe.tas.edu.au.

If you are dissatisfied with your experience or any of our products, services, or facilities and would like to receive a response, you may like to make a complaint - refer to the complaint section below.

Complaints

We provide a free complaints process where every complaint is taken seriously and is managed in line with our Complaint Management Policy.

How can I make a complaint?

We encourage you to take positive and direct action to resolve any issues or concerns as they arise, the best way to do this is by speaking with the relevant party. Many concerns can be resolved with a simple conversation about what has occurred and exploring options to resolve the issue.

If, after talking to the relevant party your concern is not resolved or if you do not feel comfortable speaking with the relevant party, you are welcome to submit a complaint.

The easiest way to submit a complaint is by completing our online complaint form or using our downloadable form.

Alternatively, you can email your complaint directly to feedback@tastafe.tas.edu.au including the details of your complaint and what you would like to see happen to resolve the issue.

I’ve submitted a complaint, what happens now?

TasTAFE will acknowledge your complaint within two (2) business days and advise you of the allocated manager who will investigate and provide you with a written outcome within ten (10) business days.

All best efforts will be made to provide you with a complaint outcome within the above timeframe, however, if any delays are likely to occur the manager allocated to your complaint will connect with you to advise of the delay and negotiate a new closure date with you.

Review Processes

If you are unhappy with the outcome of your complaint or wish to request a review of an assessment outcome you are welcome to submit a Request for Review.

You can simply complete an online Request for Review Form or use our downloadable form.

Alternatively, you are welcome to email your Request for Review directly to feedback@tastafe.tas.edu.au including the reason/s you are requesting a review and the related course and units/modules if it relates to an assessment outcome.

I’ve requested a review, what happens now?

TasTAFE will acknowledge your request for review within two (2) business days and advise you of the manager allocated to your review.

Once the review has been undertaken the allocated manager will provide you with a written outcome within twenty (20) business days.

What if I am not happy with the outcome of my review?

If you have completed TasTAFEs internal review process and find yourself unsatisfied with the outcome, you are welcome to contact the below external organisations for advice on further review options which may be available to you.

What support is available to me during this time?

If you are a current TasTAFE student a number of specialist support staff are available to provide you with guidance and support. You can book an appointment with a specialist support staff member online at any time.

If you are not a current TasTAFE student there are a number of helpful external support links available for your convenience located on our other support services page.

What if I change my mind?

At any stage of the complaint process you are welcome to withdraw your complaint for any reason. Please email feedback@tastafe.tas.edu.au should you wish this to occur.