You can contact ASQA at any time to:
- provide feedback
- request more information, or
- lodge a formal complaint.
To provide feedback about ASQA―positive or negative―email feedback [at] asqa.gov.au
To make an enquiry (for example, about your registration), contact the ASQA Info line on enquiries [at] asqa.gov.au or 1300 701 801.
To make a formal complaint about ASQA, complete and submit a Complaint about ASQA form.
Anyone can make a complaint—students, training organisation personnel, employers, parents, industry representatives or any other member of the community. Completed forms should be emailed to feedback [at] asqa.gov.au
For more information on how ASQA manages complaints received from external stakeholders in relation to its practices and services, refer to ASQA's Complaints about ASQA policy.
What happens when I make a complaint?
Complaints are handled by ASQA’s Governance, Policy and Quality team. This team operates independently from ASQA operational units. This reporting arrangement provides a measure of confidentiality for the complainant.
ASQA responds to complaints in accordance with the clear guidelines of its complaints policy. ASQA seeks to finalise complaints as quickly as possible. Following receipt of a complaint, the Governance, Policy and Quality team investigates and prepares a report, including recommendations and a written response to the complainant.
If a complaint is substantiated and requires action (for example, in relation to staff performance, or where the complaint acts as a prompt for making changes to an existing ASQA system), this is included in the recommendations. The advice to the complainant provides details of the outcome of the investigation and any actions that will affect the complainant.
Timeframes and advice to complainants
Complaints about ASQA received through the feedback [at] asqa.gov.au address will be acknowledged in writing within five working days of receipt by ASQA. Complaints received through other channels will be acknowledged as soon as possible.
If ASQA considers that more than 90 days will be required to finalise a complaint and provide advice to the complainant, it will write to the complainant to explain the reasons why more than 90 days is required.