Complaints and Appeals

Complaints and Appeals

How to lodge a complaint or appeal

Djerriwarrh will treat any complaint or appeal seriously and confidentially. We use discussion and conciliation to help find a speedy resolution. To read more about our approach, download the Complaints Policy.

Steps for lodging a complaint:
Informal complaint

1. Where possible, discuss your concerns with a staff member. This may be your Teacher/Trainer, Program Administration Officer, Coordinator, Manager or any other staff member you feel comfortable talking to.
2. The staff member will discuss your concerns and ask you how you would like it resolved. They may take notes and refer it to a Coordinator or Manager in order to reach a satisfactory outcome for yourself and others.
3. You will be advised within five (5) working days of the outcome of your complaint.
4. If you are not satisfied with the outcome of the complaint, you may make a formal complaint.

Formal complaint
Download the Complaint Form or request a copy from any Reception site. You may ask someone, a staff member, family member or friend, to help you complete the Complaint Form.

  1. Return the Complaint Form in a sealed envelope addressed to the Program Manager or the Compliance Manager and marked ‘Confidential’ to:
    – In person: to any Reception site
    – By mail: Djerriwarrh Community & Education Services, 241 Station Road, Melton, Vic 3337
    – By email: [email protected] (include subject heading of ‘Confidential’)
  2. Djerriwarrh will contact you within five (5) working days of receiving the complaint to discuss the complaint and complaints process.
  3. Djerriwarrh will take any necessary steps or action required to resolve the problem in a timely manner.
  4. You may be assisted or accompanied by a support person throughout the process regardless of the nature of the issue or complaint.
  5. If you are not satisfied with the outcome of the complaint process, you can appeal the decision. To request an appeal, complete the Appeal Form or ask for a copy from any Reception site or email [email protected]

At any time throughout the complaints and/or appeals process, you may take your complaint to an appropriate external body.

External complaint avenues

Complaints about Vocational Education and Training
National Training Complaints Hotline

The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training.

The National Training Complaints Hotline uses the services of the Translating and Interpreting Service and National Relay Service.

Online: Visit the National Training and Complaints Hotline page.
Email: [email protected]
Phone: 13 38 73

Victorian Registration and Qualifications Authority (VRQA)

The VRQA investigates complaints about breaches of standards and guidelines by Victorian Registered Training Organisations.

Online: Visit the VRQA Make a Complaint page
Mail: Manager Complaints Unit, VRQA, GPO Box 2317, Melbourne, VIC, 3001
Phone: 03 9637 2806

Other programs

For external complaints about any other funded program delivered by Djerriwarrh Community & Education Services, please speak to the Program Manager or email the Compliance Manager at [email protected]