The QCAA is a delegate for the national regulator, the Australian Skills Quality Authority (ASQA). The QCAA therefore implements a similar complaints and appeal process to align with the national regulator’s approach to handling complaints. The QCAA accepts complaints and feedback about training providers it registers from all members of the community.
Complaint about a school RTO
Anyone can make a complaint - student, training organisation personnel, employer, parents, industry representatives or any other member of the community - about a school RTO under the delegation of the QCAA.
The first step
The school RTO complaints process should be completed prior to any contact or involvement by the QCAA. All complaints raised with the QCAA about school RTOs under the delegation will be directed to the school RTO in question in the first instance. Information about a school RTO’s Complaints and Appeals policy and procedures should be available on their website or student information handbook.
Please note: ASQA has provided advice to the QCAA that as the regulator, it cannot resolve disputes between student and RTOs. The regulator functions of the QCAA allow us to collect, analyse, interpret, and disseminate information about vocational education and training. If after you have completed the school RTOs complaints process you require further assistance with resolving an issue with your training provider registered with the QCAA, we suggest you contact the National Training Complaints Hotline. This referral service will ensure that your complaint is handled by the most appropriate authority.
Types of complaints the QCAA can investigate
If your complaint refers to the quality of training delivered as well as the services and business practices of an RTO, submit written details of the complaint to the Manager, QCE and QCIA Unit.
Process
Once an official complaint is received by the Manager, QCE and QCIA Unit, the QCAA will acknowledge the receipt of the complaint in writing within five working days. The Manager, QCE and QCIA Unit, the QCAA will also inform the school RTO of the receipt of the complaint in writing within five working days.
The QCAA will review the information provided, however, not every complaint is investigated. The information is carefully assessed to determine the most appropriate response.
The QCAA may use the information to:
- inform future regulatory activities
- refer the matter to other government agencies
- keep a record of the information for future reference.
If after initial assessment the QCAA determine to accept the complaint, it will be referred to ASQA.
ASQA will capture the information as a case record against the RTO and consider any future regulatory action required. The QCAA will advise the complainant and the school RTO that the complaint has been forwarded to ASQA. This will finalise the QCAA’s involvement in this process.
Complaint about QCAA
Complaints about the QCAA as your RTO Regulator may include matters relating to:
- handling of your application by the QCAA
- information provided by the QCAA, or
- the actions of QCAA employees.
To lodge a complaint about the QCAA, your school principal or RTO manager will need to submit to the Manager, QCE and QCIA Unit at vet@qcaa.qld.edu.au.
Process
Once an official written complaint is received by the Manager, QCE and QCIA Unit, the QCAA will acknowledge the receipt of the complaint in writing within five working days.
The QCAA will send the complaint to ASQA as the national regulator to investigate.
ASQA will then communicate with the complainant about the complaint. See Complaints about ASQA for more information.
- Last updated:
- 13 November 2024
