A formal process

How to deal with complaints from your employers

Australian Apprenticeships Support Network (AASN) has a formal process for dealing with complaints or concerns raised by any of its clients (Australian Apprentices, Employers, RTOs or others). If you have a complaint about an Australian Apprenticeships Support Network staff member or about a decision made by the organisation we want you to inform us immediately.

What do I do if I have a complaint/concern?

The first approach should be to the Support Network Officer (your dedicated Field Officer) to discuss the issue. This is the person that will formally record the complaint/concern in a register held at the Australian Apprenticeships Support Network head office in Darwin.

If a satisfactory resolution cannot be arrived at, the officer will inform the Australian Apprenticeships Support Network Manager. If the matter cannot be resolved by the Manager, the client will be advised to put their concerns in writing to the Manager for referral to the Department of Trade, Business and Innovation. This should be submitted within 14 days of the decision being made.

What if advising Australian Apprenticeships Support Network isn't enough?

You should always advise AASN of any concerns/complaints. However alternatively, the Department of Education provides a Client Support Line (13 38 73) for Australian Apprentices, employers and other interested persons to raise issues or lodge complaints regarding services they have received from Australian Apprenticeships Support Network or employers.

If the client has been referred to another agency/authority to have the matter dealt with, and the client is not satisfied with the outcome, formal appeals mechanisms will be available to the client through the other agency/authority.

For further information

Please contact Australian Apprenticeships Support Network's Manager on (08) 8935 8200.