If you have a complaint about SCTA’s processes, practices or our staff, please notify a member of staff that you feel comfortable with. This staff member will request that you put the complaint in writing and will direct the complaint to the appropriate person and ensure that the dispute and resolution process is followed through.

If you do not feel comfortable with approaching a staff member you may put the complaint in writing and either email, hand it to, or post it to administration or our Director. We will endeavour to reach a satisfactory outcome at this level. You may remain anonymous, however, as part of our complaints and appeals process we would like to keep you informed of the progress and the final outcome. Disputes put in writing will be addressed immediately after receiving the written complaint.

A written record will be kept on all steps of the complaints process and is accessible by request to the complainant and accessible in the Disputes register

If a satisfactory outcome cannot be reached by either party, yourself or SCTA will be encouraged to contact the relevant governing body. If you feel the issue is not being addressed satisfactorily you may at anytime contact the Department of Education and Training at their head office in Brisbane, the state registering body or phone the Training Hot Line on 13 38 73

Appeals are grievances regarding assessment outcomes (sometimes called academic appeals). If you appeal against an assessment grade given to you or the assessment process undertaken by SCTA you have the right to have your work re assessed. This can be carried out by another SCTA trainer or an external trainer who is qualified to assess the qualification that you have completed training in. You may choose to have the assessment reviewed by an independent assessor of your choice. If the assessor is not an employee of SCTA you may be liable for any cost incurred. Please contact the program coordinator if you are unhappy with an assessment outcome to start the appeal process.

All appeals are recorded in the Disputes and Resolutions register.

The outcome of all complaints and appeals (unless anonymous) will be provided in writing within 5 working days of the dispute / appeal resolution.