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FAQs

As a staff member or consultant, how do I link my user account to my organisation?

  1. First, you will need to Register to use asqanet as a staff member or consultant. When registering, you should select the option Represent an existing stakeholder.
  2. Click on your name in the top right corner of any non-form asqanet page and select My Account.
  3. Select Request Agent Access for Organisation.
  4. You can now search for and select your organisation. You can request agent access to one or more organisations.
  5. To search, begin typing the name of the organisation in the Organisation field and then select from the drop down list. Press the ‘+’ (plus) icon to include additional organisations and the ‘-‘ (minus) icon to remove organisations.
  6. Click Send request to finish the request.
  7. Your Account administrator will need to approve your access request.

How can an Administrator approve access for another user?

If you are an Administrator (in most cases, this will be the CEO or PEO), you will need to approve requests to register and therefore access your asqanet account from staff or contactors working for your provider.

To approve these registration requests:

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Selecting User Management from the drop-down menu in the top right corner.
  3. Pending Agent requests will be listed in the User Management section.
  4. To confirm an agent request, select Action Request.
  5. The staff member or contractor will then be granted access as an Agent for your organisation.
  6. You can also grant a staff member or contactor the capacity to approve other requests for registration as an agent, by making them an administrator. From the User Managementsection, under Current Agents, you have the option to select the Make Admin button.

Can I make an anonymous complaint about ASQA?

Yes—you can make an anonymous complaint. ASQA respects both privacy and natural justice considerations in handling complaints. This means that complainants will be advised how their information was used in the regulatory process although in some instances the advice will not be detailed and the process can be lengthy if audit activity is involved.

ASQA will also not be able to contact you to request more information. This may prevent effective investigation of your complaint.

How can I complain about ASQA?

You can contact ASQA to:

  • provide feedback
  • request more information, or
  • lodge a formal complaint. 

To provide feedback―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 (DOC 790kb).

How long will my complaint about ASQA take to be considered?

In most cases, ASQA will undertake and finalise the investigation of a complaint within a six-week period.

Will I be informed of the outcome of my complaint?

In most instances, ASQA will write to you once the investigation of your complain is complete and advise you of the outcome.

Will lodging a complaint about ASQA result in a regulatory decision being revoked?

ASQA’s Governance, Policy and Quality team handles all complaints about ASQA. This team operates independently from ASQA operational units, and reports directly to the Chief Commissioner.

The investigation of your complaint will not affect any previous regulatory decisions made in relation to your registration.

If you wish to seek review of a regulatory decision, you will need to apply in accordance with the options outlined on Options for providers affected by ASQA decisions.

Will lodging a complaint about ASQA result in any kind of regulatory action against me?

ASQA’s Governance, Policy and Quality team handles all complaints about ASQA. This team operates independently from ASQA operational units, and reports directly to the Chief Commissioner.

However, in some cases, ASQA may become aware of non-compliance when investigating your complaint. ASQA is obliged to act in all cases where non-compliance is detected.

Will my complaint about ASQA be reviewed by someone outside of ASQA?

ASQA’s Governance, Policy and Quality team handles all complaints about ASQA. This team operates independently from ASQA operational units, and reports directly to the Chief Commissioner. This reporting arrangement provides a measure of confidentiality for the complainant.

In exceptional circumstances, ASQA may engage the services an external body (e.g. where specialist investigatory skills are required).

How do I add an item to my RTO’s scope of registration?

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Either:
    • select the Registration: New application button on your asqanet home page, or
    • select VET/CRICOS Applications from the Registration menu within asqanet.
  3. Choose the scope items you would like to add from the drop-down list.
  4. Follow through the prompts as asqanet guides you to complete this application.

How do I apply for initial registration as an RTO?

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Either select the Registration: New application button on the asqanet home page or select VET/CRICOS Applications from the Registration menu within asqanet.
  3. Follow the prompts as asqanet guides you through to the application landing page for you to start completing your application. You can either use the left-hand side menu or the icons to move through the application process.

Refer to the Application guide—Application for initial RTO registration on the ASQA website for help with completing your application.

How do I apply for registration as a CRICOS provider?

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Either select the Registration: New application button on the asqanet home page or select VET/CRICOS Applications from the Registration menu within asqanet.
  3. Follow the prompts as asqanet guides you through to the application landing page for you to start completing your application. You can either use the left-hand side menu or the icons to move through the application process.

How do I make a report about a provider?

If you are using asqanet as an agent or administrator on behalf of an RTO or CRICOS provider:

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Access the Provider Reports menu
  3. Select Report a Provider
  4. Either use the left-hand side navigation menu, or the icons across the top right-hand side of your screen, to navigate your way through the form.
  5. All required fields must be completed before you are able to Submit this form.

How do I notify ASQA of changes to my RTO or CRICOS Provider?

If the change relates to your provider’s legal entity or legally responsible person:

  1. Submit a Notification of Material Change form by:
    • accessing the Registration menu and selecting Notification of Material Change, or
    • selecting the Registration: New Application button on your asqanet home page, and selecting Notification of material change or event.
    • Follow the prompts as asqanet guides you through the changes.

For general changes, such as changes to contact details or VET delivery locations:

  1. Access the Organisation menu and select either RTO Details or CRICOS Provider Details, or
  2. Select the RTO Details or CRICOS Provider Details button on your asqanet home page and select Update minor details from the Actions drop down.
  3. Follow the prompts as asqanet guides you through making the required changes

How do I register to use asqanet if I am not a Chief Executive or Principal Executive Officer of a provider?

All users of the former ASQAnet system who are not nominated as Chief Executives or Principal Executive Officers will need to re-register to use asqanet.

  1. Select Register to use asqanet from the asqanet landing page, https://asqanet.asqa.gov.au/
  2. You will be asked to provide details including your email address (which will be your username); password; contact details; and responses to secret questions for retrieving your username and password in the future.
  3. Select one of the following three options:
    • Apply for initial VET or CRICOS registration: Select this option if you are applying for initial registration as an RTO or CRICOS provider.
    • Represent an existing stakeholder: Select this option if you are a staff member or a consultant working for an RTO or CRICOS provider. Note that your administrator (in most cases the CEO or PEO of your provider) will need to approve your access. Once this access is approved, you will be able to log in as an agent.
    • Report a provider: Select this option if you only want to make a complaint about a provider.

How do I register to use asqanet if I am the Chief Executive Officer or Principal Executive Officer of a provider?

ASQA will create administrator user accounts for those people nominated as:

  • Chief Executives for RTO applicants and existing RTOs, and
  • Principal Executive Officers for applicant and registered CRICOS providers.

Those administrators can create user accounts for staff or consultants to act as agents for the organisation, or staff/consultants can create their own accounts by registering to use asqanet and requesting agent access to the organisation, which the administrator may grant.

ASQA will email your log in details to your email address, as registered on training.gov.au.

If you have not received your log in details by 30 September 2016, please check your junk mail folder, and/or contact the Info line by email enquiries [at] asqa.gov.au.

How do I remove items from my RTO’s scope of registration?

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Either:
    • access the Organisation menu and select RTO Details, or
    • select the RTO Details button on your asqanet home page and select Update minor details from the Actions drop-down menu.
  3. Follow the prompts as asqanet guides you through removing items from your RTO’s scope of registration

How do I renew my RTO’s registration?

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Either:
    • select the Registration: New application button on your asqanet home page, or
    • select VET/CRICOS Applications from the Registration menu within asqanet.
  3. Choose Renew my RTO’s Registration from the list.
  4. Follow the prompts as asqanet guides you through the process of renewing your RTO registration.

How do I request access to update the details of an RTO I’m associated with?

Once you’ve completed your registration you will need to request approval to be associated with one or more RTOs.

Please ensure that you inform the CEO or another administration account holder for each RTO that you are seeking access to the account.

Your request to represent an RTO will be listed as pending until it is authorised by the RTO’s administration account holder.

How do I update my personal details?

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Click on your name in the top right corner of any asqanet page and select My Account. You will not be able to do this if you are in the process of completing a form.
  3. Select Edit Details where your details are displayed on the left.
  4. Now asqanet will guide you through the changes you want to make. You can make multiple updates at the same time and then save or cancel those changes.

I can’t access the administration account to update details for my RTO, what do I need to do?

All RTO Chief Executives and Principal Executive officers were allocated a new log in and password when asqanet launched on 27 September 2016. If you are an RTO Chief Executive or CRICOS provider Principal Executive Officer and did not receive a new log in or password, please review the below.

If your contact information on training.gov.au was up-to-date at the time of asqanet launch

  1. Please check your junk mail/spam folder for the contact email address you have registered with training.gov.au for an email from noreply [at] asqanet.asqa.gov.au
  2. This email will include a temporary password which needs to be used to log in to the RTO administration account for the first time.
    • Please click on the link in this initial email to verify the portal administration account in the asqanet system
    • Enter the temporary password for the first time
    • Create a new password for future use.
  3. If you are unable to locate the email, please enquiries [at] asqa.gov.au (email the ASQA Info Line).

If your contact information was not fully up date at the time of the asqanet launch

If you are unable to locate the email from ASQA, this may be because your RTO had previously changed its CEO, or you had previously changed your email address, without updating your registered contact on training.gov.au.

If this is the case, please contact the Info Line on 1300 701 801.

I’ve registered for asqanet, but can’t remember the password I set for my asqanet account. What do I need to do?

If you forget your password for asqanet, you’ll need to request a temporary password to regain access to your account.

You can do this by:

  • Entering your email address
  • Choosing to verify the account.
  • Entering the answers to your secret questions.

You will then receive an email containing a temporary password.

You will need to click on the link provided in that email to and then create a new password.

Where do I view the progress of my provider report?

If you are using asqanet as an agent or administrator on behalf of an RTO or CRICOS provider:

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. Access the Provider Reports menu
  3. Select Submitted Reports

If you registered to use asqanet specifically to submit a complaint about the VET sector:

  1. Log in to asqanet https://asqanet.asqa.gov.au/
  2. You can either:
    • access the Provider Reports menu and select Submitted Reports, or
    • select the Provider Submitted Reports button on your asqanet home page.

Are state or territory occupational regulators/licensing bodies involved in ASQA audits?

A representative of a state or territory occupational licensing body may attend or contribute to an ASQA audit as a technical advisor.

The advisor may provide ASQA with evidence-based recommendations.

Can consultants to the provider participate at an audit?

Yes―consultants can participate in an audit.

Can I change a scheduled audit date if my circumstances change?

Audit dates can be changed in certain circumstances—such as serious illness; however, ASQA will not change a date because it no longer suits a provider.

If you wish to change the date of your audit, you will need to contact your assigned auditor. The auditor will try to organise a new date within a one-month timeframe.

Can I have a copy of my audit report?

Yes―you will receive a copy of the audit report when ASQA notifies you of the outcome of the audit.

Can providers give feedback after an audit?

Providers are invited to provide feedback through ASQA's Audit Survey. The survey is carried out quarterly, through an online questionnaire. 

You can also contact ASQA at any time to:

  • provide feedback
  • request more information, or
  • lodge a formal complaint. 

To provide feedback―positive or negative―email feedback [at] asqa.gov.au.

To make an enquiry (for example, about your registration), contact the ASQA Info line at enquiries [at] asqa.gov.au or on 1300 701 801.

To make a formal complaint about ASQA, complete and submit a Complaint about ASQA form (DOC 790kb).

How do I appeal an ASQA decision about my audit?

If you are dissatisfied with a decision made by ASQA, you have a number of options:

How does ASQA ensure consistency amongst its auditors?

ASQA constantly seeks to ensure consistency among its auditors and employs several formal processes to minimise the potential for audit variation, including:

  • Auditor moderation workshops: These are focused on moderating issues that may lead to inconsistency in audit outcomes, and on sharing approaches to overcome these issues. 
  • Auditor moderation log: A dynamic record of ASQA’s agreed position on compliance issues. Auditors refer to this log when making compliance recommendations.
  • Model Audit Report Content list: To ensure consistency in audit report content, auditors refer to the examples in this list, which focuses on reasons for non-compliance, rectification required, and analysis of rectification evidence. 
  • Other processes that contribute to consistent audit processes, including an online auditor discussion board and an auditor ‘exchange program’.

ASQA also promotes transparency and accountability in its audit program through undertaking quarterly audit surveys each year.

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