Complaints – SWIFT SKILLS INSTITUTE

Version: 1.0 | Effective: 1 January 2026 | Review: January 2027 | Related Standard: Standards for RTOs 2025 — Outcome Standards, Part 3

Swift Skills is committed to providing a fair, accessible and timely process for all complaints and appeals. This procedure applies to all current and former students, and to any person seeking to enrol with Swift Skills.

									Your rights: You have the right to raise a complaint or lodge an appeal without fear of disadvantage or victimisation. You also have the right to have a support person present at any stage of this process.								

1. Definitions

Complaint

A complaint is an expression of dissatisfaction about the quality of training, assessment, student support, staff conduct, administrative processes, marketing materials, or any other aspect of Swift Skills’ services.

Appeal

An appeal is a formal request to review a decision made by Swift Skills — most commonly a decision about an assessment outcome (e.g. a finding of “Not Yet Competent”) or an administrative decision (e.g. regarding fees or enrolment).

2. Our Commitment

All complaints and appeals will be acknowledged within 2 business days

Complaints are reviewed, investigated and mediated within 7 days of receipt

All parties are advised of the outcome in writing within 5 working days

Assessment appeals must be lodged within 7 calendar days of the date of the assessment result notification

Every appeal is heard by a suitably qualified independent assessor or panel

If a matter will take more than 60 calendar days to finalise, you will be informed in writing of the reasons and given regular progress updates

Where a resolution requires more time, you will be informed in writing

All matters will be handled confidentially and impartially

No person who raises a complaint or appeal will be disadvantaged as a result

All outcomes and actions will be recorded and used for continuous improvement

3. Informal Resolution (Step 1)

We encourage you to first attempt to resolve the matter informally by speaking directly with your trainer, assessor, or a student services staff member. Many issues can be resolved quickly at this level without a formal process.

4. Formal Complaints & Appeals Process

Submit in Writing

Complete the Complaints & Appeals Form (available from reception or our Student Hub) and submit it to info@swiftskills.edu.au or in person. Include the nature of your complaint/appeal, relevant dates, and your desired outcome.

Acknowledgement (within 2 business days)

You will receive written acknowledgement confirming receipt of your complaint or appeal, and advising of the timeline and process for review.

Investigation & Review

Your complaint or appeal will be reviewed by a person not directly involved in the original matter. You may be contacted for additional information. You have the right to present your case in person, with a support person if you choose.

Decision (outcome in writing within 5 working days)

A written decision will be provided outlining the findings, reasoning and any actions to be taken. If the decision affects your training outcome, you will be informed of next steps.

Internal Review (if unsatisfied)

If you are not satisfied with the outcome, you may request an internal review by a senior manager within 10 business days of receiving the decision. This review will be conducted by a person not previously involved.

External Review

If the matter remains unresolved after internal processes are exhausted, you may refer the matter to an external body (see below).

5. Assessment Appeals

If you believe an assessment decision was not made in accordance with the requirements of the training product, you have the right to appeal. To lodge an assessment appeal:

Complete the Complaints & Appeals Form, clearly marked “Assessment Appeal”

Identify the specific unit(s) and assessment task(s) in question

Describe why you believe the decision was incorrect

Provide any supporting evidence

Where an appeal is upheld, Swift Skills will arrange re-assessment by an independent assessor; you may nominate an independent observer to be present. If you remain dissatisfied with the outcome or process, the matter can be referred to an External Arbitrator for independent review at your request (any costs will be advised to you beforehand, and Swift Skills will abide by the arbitrator’s resolutions). A fee may apply where an external assessor is engaged for an appeal. Lodge assessment appeals in writing within 7 calendar days of your result notification.

6. External Bodies

If you are not satisfied after exhausting our internal process, you may contact:

External Escalation Pathways

Australian Skills Quality Authority (ASQA) Regulatory complaints about an RTO’s operations, quality of training, or compliance with the Standards for RTOs.
www.asqa.gov.au/complaints · 1300 701 801

Office of the Australian Information Commissioner (OAIC) Privacy-related complaints under the Privacy Act 1988.
www.oaic.gov.au

Victorian Registration and Qualifications Authority (VRQA) For VIC-specific matters where applicable.
www.vrqa.vic.gov.au

Consumer Affairs Victoria For consumer protection matters including fees and refunds.
www.consumer.vic.gov.au · 1300 558 181

7. Contact to Lodge a Complaint or Appeal

Email: info@swiftskills.edu.au (Subject: Complaint / Appeal)
Phone: 1300 579 438
In person / Post: 207-2 Infinity Dr, Truganina VIC 3029