Resolving your complaint

Understand the steps involved when you submit a complaint. 

While we aim to provide the very best support and guidance for our apprentices and employers, we understand that sometimes things can go wrong. If that’s the case, we want to know about.

At Apprentice Success, we’re committed to learning from our mistakes and finding the best resolution for your complaint. If you’re unhappy with the services or support you’ve received, we encourage you to call us on 1300 360 921 to discuss your concerns. If we are unable to resolve your issue, you can submit your complaint in writing in the following ways: 

All written complaints will be acknowledged within 2 business days.

The steps we take to resolve your complaint are outlined below. If you’re unsure of the steps involved or have questions at any stage we encourage you to call 1300 360 921 or email us.

All complaints are handled confidentially and information will only be shared with those directly involved in the resolution process. 

Complaint resolution process

 

Phase

Action and Timeframes

1

Acknowledgement

All written complaints are acknowledged within 2 business days.

 

2

Investigation

We will conduct a thorough and impartial investigation of your complaint which may include:

• reviewing documentation and evidence

• interviewing relevant parties

• assessing service records and policies

3

Resolution

Once we’ve completed the investigation, we will outline our findings and any relevant actions in writing to you within 10 business days.

4

Escalation

In the event there is a conflict of interest or your complaint cannot be resolved within 10 business days, it may be escalated to the Apprentice Success Manager.

If you are unhappy with the resolution proposed, you can also escalate your complaint to the Apprentice Success Manager.

The Apprentice Success Manager will also outline further escalation steps should they be required.