Complaints, grievances & appeals

Our commitment

Adept Training takes every complaint, grievance and appeal seriously and aims to reach a satisfactory solution. We follow the principles of natural justice and procedural fairness at every stage.

• Every complaint is treated as strictly private and confidential.
• Complaints are handled as received, without bias.
• This includes complaints about third parties delivering training in partnership with us. A list of these arrangements is available from our office.

How to make a complaint

If you'd like to talk it through informally first, call us on 1300 366 044.

1. 1
   Put it in writingComplete the complaints form and address it to the RTO Manager.
2. 2
   Send it to usEmail it to operations@adepttraining.com.au. Anonymous complaints can be posted to 83 Marion St, Harris Park NSW 2150.
3. 3
   We acknowledge itYou'll receive written acknowledgement within 5 working days. The Director is told within 48 hours.
4. 4
   You get an outcomeYou'll receive a written outcome within 60 working days.

Assessment appeals

If you disagree with an assessment decision, please discuss it with your trainer first. If it isn't resolved, you can lodge a formal appeal using the same process as a complaint.

Independent review and mediation

If our process doesn't resolve your complaint or appeal, an independent review is available on request.

Newbery Consulting can provide a mediator. Adept Training pays for one mediation session of up to two hours. Any further sessions are at the complainant's cost.

How we use complaints

Every complaint and appeal is recorded in a register. Our management team reviews finalised complaints to see whether our procedures or practices need to change.