Complaints & Appeals
IS Australia (RTO 0860): Feedback, Complaints & Appeals Process
Documents & Forms
Download a form to complete and submit by email or post, or submit online using our digital forms .
IS Australia is committed to providing quality training and a fair, transparent process for raising concerns. All complaints and appeals are handled confidentially, promptly, and without prejudice to any participant. You have the right to raise a concern at any stage without fear of disadvantage.
Types of Concerns
Complaint
A complaint relates to dissatisfaction with IS Australia’s services, staff, training delivery, administration, or facilities. Complaints can be raised informally or formally.
Appeal
An appeal relates to a decision made about your assessment, such as a competency determination you believe was incorrect. You have the right to appeal any assessment decision.
Resolution Process
Informal Resolution
Raise your concern directly with your trainer, assessor, or an IS Australia staff member. In many cases, issues can be resolved quickly through open conversation. This is the preferred first step for most concerns.
General Manager Review
If the issue is not resolved at Step 1, escalate to the General Manager. The General Manager will investigate and respond within a reasonable timeframe. IS Australia aims to resolve all formal complaints within 3 weeks.
Formal Written Complaint
Submit a formal written complaint by email to support@isaustralia.com.au. Include your name, contact details, the nature of your complaint, relevant dates, and any supporting documentation. You will receive an acknowledgment within 5 business days.
Independent Review
If you remain dissatisfied after Step 3, you may request an independent review. IS Australia will arrange an independent reviewer (not involved in the original matter) to assess the complaint. This process will be completed within a maximum of 14 days.
Timeframe to Raise a Complaint
Complaints should be raised as soon as possible after the event that caused the concern. IS Australia may decline to investigate complaints raised more than 60 days after the matter occurred, unless exceptional circumstances apply.
External Escalation
If you are not satisfied with the outcome of IS Australia’s internal process, you have the right to escalate your complaint to an external body. These processes are free and independent.
National Training Complaints
Hotline: 13 38 73
Mon-Fri, 8:00am – 6:00pm AEST
Commonwealth Ombudsman
For complaints about Commonwealth service providers and agencies.
www.ombudsman.gov.au →Submit a Complaint, Appeal or Feedback
Complete the relevant form below. We will acknowledge complaints and appeals within 5 business days. All submissions are sent to our team and recorded securely.
Prefer to email directly? support@isaustralia.com.au