How your feedback will be actioned:
- We will treat your feedback with respect to privacy and fairness. If your matter is urgent, please call the office relevant to your country.
- Compliments, suggestions and general feedback will be provided to the Country Director responsible for APTC training delivery, operations and partnerships relevant to the country you selected. We appreciate all feedback to help us improve our services to our students and other customers. This information will be considered and discussed as part of APTC’s Quality Review and Continuous Improvement processes.
- Informal and formal complaints will be forwarded to the relevant Country Director (unless the complaint involves the Country Director in which case it will be forwarded to an APTC Executive Officer) who will allocate an APTC staff member to contact you within 2 business days to assist in resolving the issue. We will inform you of the outcome of your complaint within 10 business days, or else respond within 10 business days to keep you informed of our progress in resolving your issue.
- Appeals must be made within 20 business days of the date on the communication advising you of the outcome of your formal complaint. Appeals will be forwarded to the relevant APTC Executive (unless the appeal involves an APTC Executive in which case it will be forwarded to the CEO) who will arrange a review of the decision/outcome of your formal complaint. APTC will acknowledge receipt of your appeal within 2 business days. We will inform you of the outcome of the review within 20 business days, or else respond to you within 20 business days to keep you informed of our progress in completing the review.
If you are not satisfied with the outcome of your internal appeal, you have the right to take your case to an external independent body (such as the Queensland Training Ombudsman or another external body responsible for education and training in your country) for the purpose of reviewing the decision-making process undertaken by APTC.