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Complaints Process and Appeals

Complaint Procedure

A student has the right to make a complaint at any time he/she is not satisfied with the quality of service provided by MTC Australia. We have a formal Complaints Policy and Procedures P 043 RTO Complaints and Appeals and SOP 017 Customer Compliments and Complaints Handling defining our approach to resolving any complaint raised by our students and other customers.

A complaint can be about:

  • course and enrollment advice and any other information provided to the student
  • training (classes, lessons, materials)
  • assessment results (also see Assessment Appeals Procedure)
  • Certificates and/or Statements of Attainment
  • how the Trainer and/or other participants treat the student
  • handling of student’s personal (including sensitive) information
  • Work Health and Safety or
  • access and equity

MTC Australia will record and investigate all complaints made in writing and provide the student with a written response on the outcome. We will endeavour to respond to all complaints within 30 working days. All complaints made are taken seriously and are handled in a professional and confidential manner.

Remember, it is against the law for anyone to victimise you for making a complaint.

Please click here to view our Complaints Poster.
If you are satisfied with the result at any stage of the process, the complaint will end and you do not have to do anything else.

Assessment Appeals Procedure

Upon completion of your assessments, your Trainer/Assessor will inform you of the assessment outcome and provide you with feedback on your performance. You have the right to appeal an assessment decision if you feel that it was wrong or unfair. In such instances, you can lodge an appeal in writing within ten (10) days of receiving your result. We will endeavour to have the work re-marked by a different trainer within 2 weeks of the appeal application, and the Education Manager will conduct the final review.

We take all assessment appeals seriously and handle them in a timely, professional and confidential manner. Please click to view our appeals process and process flowchart.
You can also download the Assessment Appeals Form online.

Looking for an MTC Australia Location?

Due to COVID 19, all of our programs are currently being delivered online or remotely and visits to our sites is only under exceptional circumstances. If you want to attend a site or speak to one of our staff, please call Customer Care on 1300 232 663.