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Feedback and Complaints

Strata Education Feedback or Complaint

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Strata Education is committed to providing a fair, transparent and accessible process for managing complaints and appeals. We encourage students to raise concerns early so they can be resolved promptly and respectfully.

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All complaints and appeals are handled in accordance with the Standards for Registered Training Organisations (RTOs) 2025 and our internal policies and procedures.

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Strata Education provides an accessible, fair, and timely process for handling complaints and appeals. Complaints are managed without prejudice, ensuring transparency and confidentiality. Students are informed of this policy during enrolment and in the Student Handbook.

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Strata Education sets reasonable response times, provides written explanations of decisions, and maintains complaint records confidentially in line with quality management procedures.

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Where a complaint or appeal relates to LLND assessment or support arrangements, the matter will be reviewed with reference to the LLND Policy.

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All complaints and appeals are handled in accordance with the principles of natural justice and procedural fairness. Individuals involved in decision-making will not have been directly involved in the matter under review.

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What is a Complaint?

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A complaint is an expression of dissatisfaction about:

  • Training delivery

  • Assessment practices or outcomes

  • Administrative processes

  • Staff or student conduct

  • Support services

  • Any decision made by Strata Education

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What is an Appeal?

 

An appeal is a request for review of a decision made by Strata Education, including:

  • Assessment outcomes

  • Recognition of Prior Learning (RPL) decisions

  • Credit transfer decisions

  • Administrative decisions

  • Decisions relating to extensions, deferrals or withdrawals

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How to Lodge a Complaint or Appeal

 

Students may lodge a complaint or appeal:

  1. In writing using the Complaint or Appeal Submission Form

  2. By emailing the Student Support Officer

 

All submissions must include sufficient detail to allow the matter to be assessed fairly.

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What Happens Next?

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  • You will receive written acknowledgement of your complaint or appeal.

  • An impartial review will be conducted.

  • You may be invited to provide additional information.

  • A written outcome will be provided within 20 business days where possible.

  • If more time is required, you will be notified in writing with reasons and a revised timeframe.

 

All matters are handled confidentially and without victimisation.

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External Review Options

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If you are not satisfied with the outcome of the internal process, you may access an independent external review body.

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Strata Education will provide information about appropriate external complaint bodies upon request.

Students also retain the right to:

  • Contact the Australian Skills Quality Authority (ASQA)

  • Seek independent legal advice

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No Cost to Students

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There is no cost to students for lodging an internal complaint or appeal.

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Record Keeping and Continuous Improvement

 

All complaints and appeals are:

  • Documented

  • Reviewed by management

  • Used to inform continuous improvement processes

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Access and Support

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Students requiring assistance to lodge a complaint or appeal may contact the Student Support Officer. Assistance is available for students with language, literacy, disability or access needs.

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Where to find more information

 

Information about lodging complaints and appeals is available:

  • During orientation

  • In your Student Handbook

  • Through course communications

  • On this website

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External Appeals

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If unresolved, students may escalate complaints to an external mediator:

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ACT: ACT Civil and Administrative Tribunal - https://www.acat.act.gov.au/case-types/civil-disputes

VIC: Dispute Settlement Centre of Victoria - www.disputes.vic.gov.au

NSW: Community Justice Centre - www.cjc.justice.nsw.gov.au

NT: Consumer Affairs - https://nt.gov.au/law/rights

QLD: Dispute Resolution Centres - www.qld.gov.au

SA: Mediation SA - www.mediationsa.org.au

WA: Legal Aid WA - www.legalaid.wa.gov.au

TAS: Legal Aid Tasmania - www.legalaid.tas.gov.au

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