Complaints and Appeals
How to Make a Complaint
1
Contact us
Reach out to our Compliance Manager at info@nationwideacademy.edu.au or call (03) 9917 8653 with details of your complaint.
2
Put it in writing
Email or write to us with clear information about what happened and why you’re unhappy.
3
We acknowledge receipt
We’ll confirm we’ve received your complaint within 5 business days.
4
We investigate
Our team will look into your complaint and gather all relevant information.
5
We respond
We’ll provide a decision within 20 business days of receiving your complaint.
6
Next steps
If you’re not satisfied, you can appeal or escalate your complaint (see below).
How to Appeal a Decision
If you disagree with a decision about your assessment, course completion, or any other matter, you have the right to appeal.
1
Request a copy of the original decision in writing.
2
Provide written reasons explaining why you believe the decision is wrong.
3
Submit your appeal to our Compliance Manager at info@nationwideacademy.edu.au.
4
We’ll investigate your appeal and provide a response within 20 business days.
External Escalation
If you’re not satisfied with our response to your complaint or appeal, you can escalate to external authorities:
National Training Complaints Hotline
13 38 73 — free, independent complaints service
ASQA (Australian Skills Quality Authority)
ASQA can investigate complaints about RTOs. Visit www.asqa.gov.au for more information.
What It Costs
There is no cost to you for making a complaint or appeal at Nationwide Academy.
