Complaints and Appeals Policy

At StaySafe Industry Training, we are committed to resolving complaints fairly, respectfully, and as quickly as possible.

1. Try to Resolve the Issue Informally First

  • If you have a concern or complaint, please first speak with your trainer, assessor, or admin staff. Many issues can be resolved through informal discussion or mediation.

2. If Not Resolved – Submit a Formal Complaint or Appeal

  • If the issue can’t be resolved informally, you can submit a formal complaint or appeal by either:

  • Completing the Complaints and Appeals Form (link below), or

  • Emailing us at contact@staysafeindustrytraining.com.au

3. What Happens Next

  • The Chief Executive Officer or a delegated staff member will begin the internal review process within 10 working days of receiving your complaint.

  • You will be given the chance to present your case, either in a meeting or by phone.

  • You may have a support person with you during the meeting.

  • A written summary (minutes) of the meeting will be recorded and signed by all parties.

    • A copy will be saved on the Complaints and Appeals Register and your student file.

4. Timeframe for Resolution

  • We aim to resolve all complaints and appeals within 20 working days, and sooner if possible.

  • If it looks like it may take longer than 20 days, we’ll let you know in writing and explain why.

5. Outcome and Follow-up

  • Once a decision has been made, you will be notified in writing, including:

    • The outcome

    • The reasons for the decision

    • Any actions that will be taken

  • The outcome will be recorded in our Complaints and Appeals Register and your student file.

6. If You’re Not Satisfied with the Outcome

  • If the internal process does not resolve the issue in your favour, and you remain dissatisfied, you can:

  • Lodge an external appeal with Mediation Australia, or

  • Follow the external appeals process (details provided below)

7. If the Outcome Supports the Student

  • If your complaint or appeal is successful (either internally or externally):

  • We will immediately implement the outcome,

  • Record it in the Complaints and Appeals Register, and

  • Let you know what action has been taken.

  • We also review every complaint or appeal to identify any root causes and take steps to prevent similar issues from happening again.

If you are not satisfied with the outcome of your formal complaint or appeal after completing our internal process, you can choose to take your concerns further through an external appeals process.

Before You Begin:

  • You must first complete the internal complaints and appeals process.

  • Your enrolment will be maintained during both internal and external appeal processes.

Step 1: Mediation

If your internal complaint is not resolved in your favour, you can contact:

Mediation Australia
Ann Street, Brisbane QLD 4000
1300 267 268
mediationaustralia.com.au

  • Mediation is a voluntary process where an independent person (a mediator) helps both parties reach a mutual agreement.

  • The mediator does not make a decision — they help guide the discussion.

  • No legal action is involved.

  • Both parties share the cost of mediation 50/50.

  • You stay in control of the outcome — agreements are made by you, not enforced by the mediator.

Step 2: Formal External Complaint (if still unresolved)

If mediation does not resolve the issue, you can make a formal complaint to one of the following:

Queensland Training Ombudsman (for all students):

You can submit a complaint:

Translation and interpreter services are available if needed.

Support from StaySafe

If you need help at any stage of this process, please contact us:

Complaints and Appeals Form