Complaints Handling Policy

At WEA Sydney we are committed to providing supportive, inclusive and high-quality learning experiences for all students and stakeholders. We welcome feedback, including compliments, suggestions, concerns and complaints, as an important source of information to help us improve.

We aim to resolve all matters fairly, respectfully and in a timely way. This policy explains how you can let us know if you have a concern, how we manage complaints and appeals, and what you can expect from us throughout the process.

This information aligns with the Standards for Registered Training Organisations (RTOs) 2025, which require that complaints and appeals processes be transparent, accessible and responsive.

What is a Complaint?
A complaint is an expression of dissatisfaction about:

a service, training or administrative process provided by WEA Sydney
the conduct of staff, trainers or other representatives
how a decision has been applied
third-party training or services delivered on our behalf

Complaints can be made by students, applicants, employers, community members or other stakeholders.

What is an Appeal?
An appeal is a request to review a decision made by WEA Sydney that affects you. Common examples include:

decisions about assessment outcomes
decisions related to enrolment, refunds or fees
other decisions you believe were made unfairly

How to Make a Complaint or Appeal
We will assist you or direct you to the best person to help. WEA Sydney will record your issue and support you through the process. You can lodge a complaint or appeal:

By Email - info@weasydney.nsw.edu.au
By Phone - (02) 9264 2781
In Person - 72 Bathurst Street, Sydney NSW 2000

What Happens Next?

Acknowledgement: We will acknowledge receipt of your complaint or appeal within 10 business days
Investigation and Fair Review: Your concern will be handled confidentially and objectively. All parties involved will be given an opportunity to provide information
Resolution: We aim to resolve matters promptly, usually within 30 calendar days. If more time is needed, we will let you know and explain why
Outcome Notification: You will receive written advice about the outcome of the complaint or appeal and any actions taken

What If You’re Not Satisfied with the Outcome?
If you are not satisfied with the outcome of an internal review, you may request a further review. In some circumstances, we may recommend an independent reviewer to examine your case further.

Confidentiality and Privacy
WEA Sydney will handle your feedback in confidence. Information will only be shared with people directly involved in addressing your complaint or where required by law.

Continuous Improvement
Feedback and complaints help us improve our services. We use the information we collect to:

identify trends or issues
make improvements to processes, learning resources or support services
inform staff professional development and quality assurance activities

External Options
If you have followed our internal processes and remain dissatisfied, you may choose to contact:

Australian Skills Quality Authority (ASQA) – the national regulator for VET at: www.asqa.gov.au/students/complaints-about-providers
The National Training Complaints Hotline on 13 38 73

Support
If you need support to make a complaint or appeal - for example due to language barriers, learning needs or accessibility concerns - please let us know and we will help you. WEA Sydney welcomes your feedback and is committed to resolving issues with fairness, respect and accountability.