Complaints & appeals

What can be raised

• Complaints — about any EESI service, including training, assessment, administration, fees or the conduct of staff or other students.
• Appeals — about assessment judgements or the procedural fairness of a decision.

How the process works

• Informal resolution first — raise the matter with your trainer or the EESI team.
• If unresolved, lodge a formal complaint (FRM-STU-009) or a formal appeal (FRM-STU-010) in writing to info@eesi.edu.au. Forms are available on request.
• You will receive a written acknowledgement and a written outcome with reasons.
• Where practicable, matters are investigated by a person independent of the original decision.
• Timeframes for acknowledgement and outcome are to be advised, pending publication in EESI procedures PRO-006 and PRO-007 and on this website.
• No student will be victimised or disadvantaged for raising a complaint or appeal.

External review

After the internal process is complete, students may escalate the matter to an appropriate external body, such as the consumer affairs or fair trading agency in your state or territory. Separately, ASQA regulates RTOs and can receive complaints about compliance with the Standards only where that falls within its remit; ASQA does not resolve individual student disputes and is not an advocate for either party. It does not guarantee personal outcomes. You can also contact the National Training Complaints Hotline on 13 38 73.