Service standards

The ASQA Corporate Plan 2020–21 explains our performance and measurement framework, including our service standards.

Our service standards relate to how quickly we process applications, complete performance assessments (audits) and respond to enquiries. 

How we report on our performance against these standards

We report on our performance against these service standards in the annual report.

Service standards for applications

Providers apply to ASQA to register their organisation, renew their registration and change the scope of their registration.

Registration applications

We make decisions about initial registration applications within 130 working days (6 months) as long as the application is complete when the applicant submits it.

We make decisions about applications to renew registration before the expiry date as long as the application is complete and on time when the provider submits it.

We make decisions about applications to change the scope of registration within 130 working days (6 months) as long as the application is complete when the provider submits it.

Course accreditation applications

We make decisions about course accreditation applications within 130 working days (6 months).

We make decisions about course amendment applications within 20 working days.

Service standards for performance assessments (audits)

We provide performance assessment reports within 20 working days of the last day of a performance assessment.

When we have accepted additional evidence from a provider after a performance assessment, we provide a decision within 30 business days.

We provide a decision on reconsideration applications within 65 business days (3 months).

Service standards for responses to enquiries

We respond to simple procedural email queries within two business days.

We escalate complex telephone queries within two business days. We also provide a likely resolution time, if applicable.

We respond to complex email queries within 20 business days.