Feedback, Complaints, Compliments
GOTAFE values your feedback and will use your compliment, complaint or suggestion to improve our training and service delivery.
We value your feedback
We are committed to building a culture that is open and receptive to feedback, where all feedback is treated seriously and confidentially.
Your feedback is an opportunity for continuous improvement and to enhance staff, student and community satisfaction.
If you would like to provide feedback about GOTAFE's training or service delivery, you are encouraged to speak to a member of staff or trainer who will attempt to resolve your concern immediately.
To speak to one of our friendly staff, phone us on 1300 468 233 or 03 5833 2555 or visit us on-site at one of our campuses.
Staff are encouraged to speak directly with their manager or a People and Culture representative.
If you are not satisfied with the response, you can raise a complaint with us.
What type of feedback would you like to provide?
Compliment or Suggestion
We love receiving suggestions and compliments about our training and services. This allows us to recognise our successes and share that positivity with our staff.
Provide feedbackComplaint
All complaints received will be investigated by an impartial and independent member of staff.
Feedback - ComplaintResolution timeframes
If your complaint is made in person or over the phone we will try to resolve it immediately, but in some cases, more time may be needed to respond to a complaint.
The standard response times are set out in the table below:
▲
Stage | How | Timeframe |
Initial response and explanation of the process | Phone / Email | Within 2 working days |
Resolution and response following investigation (items other than allegations against a staff member or sub-contractor | Email / Letter | Within 10 calendar days |
Resolution and response following investigation (allegations against a GOTAFE staff member or sub-contractor | Email / Letter | Within 20 calendar days |
Written communication to the complainant if more than 60 calendar days are required to process and finalise a complaint or appeal | Email / Letter | Within 40 calendar days |
Scheduling of an appeal panel | Email / Letter | Within 10 working days from notification of an appeal |
Appeal outcome notification to the appellant | Email / Letter | Within 5 working days of the appeal hearing |
We will endeavour to keep you informed of our progress when dealing with your complaint.
Other avenues for resolution
Complainants and appellants are entitled under Australian law to seek a review of their complaint or appeal to an external agency.
These agencies may require that sufficient attempts have been made to resolve the issue with GOTAFE before it will be considered.
- Ombudsman Victoria – anybody who thinks they have been treated unfairly may make a complaint to the ombudsman.
- Independent Broad-based Anti-Corruption (IBAC) – the key body who investigates complaints regarding improper conduct of public officers and public bodies.
- Victorian Equal Opportunity and Human Rights Commission - offers information, education and consultancy services, and provides legal and policy advice relating to discrimination.
- Office of the Public Advocate - An independent statutory body working to protect and promote and safeguard the interests of people with a disability.
- Office of the Victorian Information Commissioner (OVIC) – the primary regulator for how the public sector collects, uses and shares information.
- Dispute Settlement Centre (Victorian Department of Justice) – free dispute resolution services.
- Victorian Government Purchasing Board (VGPB) – a Victorian Government-owned body corporate that sets the policies that govern procurement of non-construction goods and services across all Victorian Government departments and some public bodies.
- Victorian Auditor-General Officer (VAGO) - conducts audits to ensure that public sector entities are transparent and accountable to the Victorian Parliament and the community.
Other helpful resources
For more information about how we will resolve your complaint please refer to our downloadable Complaints, Feedback and Issue Resolution resources as well as our Appeal Management Forms below:
Privacy
When gathering information to respond to a complaint, GOTAFE will only:
- Use it to deal with the complaint or to address systemic issues arising from the complaint
- Disclose it in a de-identified format when disclosing data to the public
- Share it with staff on a need to know basis
For more information about how we use and save your personal details please refer to our Privacy Policy