ASQA’s Governance, Policy and Quality team handles all complaints about ASQA. This team operates independently from ASQA operational units. 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).
While ASQA seeks to investigate complaints as soon as possible, it may take up to 90 days to finalise the complaint investigation. 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.