Complaints & Appeals
Your Rights
- No academic penalty for lodging a complaint
- Support person welcome at all stages
- Enrolment maintained throughout process
- Independent external review at no cost
How to Lodge a Complaint
Submit Your Complaint
Send your written complaint to complaints@aisc.edu.au or use our Complaints and Appeals Form.
Your complaint should include:
- Your full name and contact details
- Clear description of your complaint
- Supporting evidence or documentation
- Your desired outcome or resolution
Acknowledgement Timeline
Receipt of your complaint will be acknowledged in writing within 2 business days. You will be assigned a reference number for tracking.
Process & Timeframes
Informal Resolution
The quickest path to resolution. Your complaint is investigated and documented within 2 business days, with the option to escalate to formal investigation if needed.
Timeline: 2 business days
Documented outcome provided. Can escalate to formal process if unsatisfied.
Formal Investigation
An independent investigator is appointed to conduct a thorough review of your complaint with full procedural fairness.
Timeline: 20 business days
Independent investigation with written outcome provided.
Internal Review
If you’re dissatisfied with the investigation outcome, request an internal review of the decision.
Timeline: 15 business days
Senior staff review the decision and provide written outcome.
External Review
Access independent external review through the Resolution Institute at no cost if you remain unsatisfied after internal processes.
External Escalation
Resolution Institute: 1800 651 650 (independent, no cost)
Assessment Appeals
If you believe your assessment outcome is unfair or incorrect, you have the right to appeal.
Timeline
Appeal period: Within 20 business days of receiving your assessment result. Independent reassessment: An independent assessor is appointed. Written outcome: Provided within 30 business days.
You have the right to present evidence or arguments supporting your appeal. A support person may attend with you. The independent assessor will provide a written decision with reasons.
External Escalation Contacts
If you wish to escalate your complaint beyond AISC’s internal processes:
- Resolution Institute (Training Complaints): 1800 651 650 — Independent external review at no cost
- National Training Complaints Hotline: 13 38 73 — For complaints about registered training organisations
- ASQA (Australian Skills Quality Authority): 1300 644 844 | www.asqa.gov.au — Regulatory oversight of RTOs
- SA Equal Opportunity Commission: 08 8207 1977 — For discrimination or equal opportunity complaints
- Australian Human Rights Commission: 1300 369 711 — For human rights concerns
Need to talk to someone?
Our admissions and student support teams are here to help.