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Have Your Say

GOTAFE values your feedback and will use your compliment, complaint or suggestion to improve our training and service delivery.

Home >About us >Contact Us >Have Your Say

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 feedback

Complaint

All complaints received will be investigated by an impartial and independent member of staff.

Feedback - Complaint

Appeal

If a complainant or respondent is not happy with the outcome of a complaint

Lodge appeal

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.

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.

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