Registered Training Organisation

Complaints and Appeals

As a Registered Training Organisation (45657) Resilience NSW is dedicated to providing a high standard of service and following legislative requirements as outlined by the National Vet Regulator ASQA. Should you have a complaint or wish to appeal an assessment result, you are encouraged to read the following information to assist you in the process.

Appeals are the expression of the dissatisfaction of an assessment result. This would occur when a learner has been deemed not yet competent and does not agree with this decision.

An application for reconsideration of a decision or result relating to assessment.

As with complaints, it is usually best to first talk with a Resilience NSW staff member of trainer about your concerns. You can contact Resilience NSW or the trainer by email or phone.

If you still would like to lodge an appeal, you must submit an appeal using the Training Feedback Submission Form. It is important that your written appeal includes specific details of the decision or finding in dispute. The appeal, in writing, must be lodged within 28 days of the decision or finding.

The senior manager will provide you with a response as soon as possible but no later than 10 working days from when the appeal is received. Initial contact will be by phone or at a meeting. All reasonable measures will be taken to finalise the process as soon as possible. You will be informed of the progress and outcome of your appeal by phone, in writing, or email at regular intervals until the matter is resolved. Appeals are handled in the strictest of confidence.

You will be formally advised of the decision, including details of the reasons for the outcome, in a written statement.

If you are not happy with the appeal decision, the senior manager may arrange for the appeal to be reviewed by an appropriate independent third-party.

Make a complaint

As a Registered Training Organisation, Resilience NSW is committed to ensuring that the principles of natural justice and procedural fairness, transparency and responsiveness are adopted in handling complaints and appeals.

A complaint can be an expression of dissatisfaction or it can be a problem you would like fixed.

It is usually best to talk with a Resilience NSW staff member or trainer about your concerns.

If you are not happy with the outcome, or would like to talk with someone else, please contact Resilience NSW by email at training@resilience.nsw.gov.au or by phone on 02 9212 9200, or use our contact form.

If the complaint cannot be resolved informally, you may submit a complaint using the Training Feedback Submission Form <<is there a live link to this form>> and return via email to training@resilience.nsw.gov.au.

Please note, it is important that your written complaint includes specific details of the situation to help us respond appropriately.

We recommend you to be specific when making a complaint regarding your interactions with Resilience NSW’s training programs. Specifics help us to best understand and resolve your concerns.

Please, when noting the specifics of your concerns, share with us, whether it’s about:

  • Our services
  • Our training
  • The conduct of our staff
  • A decision that we have made

Most complaints can be resolved quickly and informally to everyone’s satisfaction simply by talking to the person, or persons, concerned. Occasionally more serious or complex complaints require investigation and will be referred to a senior manager within Resilience NSW, who will provide you with a response no later than 10 working days from when the complaint is received.

An initial reply will be by phone, or at a meeting, and you will be informed of the progress and outcome of your complaint by phone, in writing, or email at regular intervals until the matter is resolved.

You will be formally advised of the outcome, and reasons for the outcome, in a written statement.

If your complaint is upheld (in part of in full) one of the following actions may be offered to you:

Action to remedy or amend the situation:

  • An apology
  • An explanation
  • An assurance that the situation will not re-occur
  • An explanation of the steps that have been taken to ensure that it will not happened again
  • An undertaking to review our policies, training or services in light of the complaint

If the complaint is not successful:

  • The reason/s for this decision.

If you are not happy with the outcome, the senior manager may arrange for the complaint to be reviewed by an appropriate independent third-party.