RTO 45020

Complaints and Appeals

How to raise a complaint or appeal a decision, the steps we follow, and your right to escalate.

This page is a plain-English summary provided for convenience. The authoritative documents are the official Archer Institute Terms and Conditions (PDF) and our internal Complaints and Appeals policy. Where this summary and the official documents differ, the official documents apply.

Our commitment

Archer Institute (RTO 45020) takes every complaint and appeal seriously. We aim to resolve concerns fairly, promptly and without any disadvantage to you for raising them. A complaint is when you are unhappy with a service, decision or experience. An appeal is when you want a decision reviewed, for example an assessment result.

How to raise a complaint or appeal

You can contact us in whichever way suits you best:

Phone: 1800 069 273
Email: info@archerinstitute.edu.au

When you get in touch, please give us your name, your course, and a clear description of the issue or the decision you want reviewed, along with any supporting information. The more detail you provide, the faster we can help.

The steps we follow

We handle complaints and appeals in stages, and most are resolved early:

Informal resolution. Many concerns can be sorted out quickly by talking to our student support team. We encourage you to raise the issue with us first so we can put it right.
Formal complaint or appeal. If the matter is not resolved informally, you can lodge it formally in writing. We acknowledge it, look into it fairly, and give you a written outcome with the reasons for our decision.
Internal review. If you are not satisfied with the outcome, you can ask for it to be reviewed by a senior staff member who was not involved in the original decision.

At every stage you can have a support person or representative with you, and your complaint or appeal will not affect how you are treated.

Timeframes

We acknowledge complaints and appeals promptly, usually within a few business days, and we aim to resolve them as quickly as is reasonable. If a matter is going to take longer than expected, we will keep you updated on progress and explain why. Exact timeframes are set out in our official Complaints and Appeals policy.

Escalating to ASQA

If you have been through our process and you are still not satisfied, you have the right to escalate the matter to our regulator, the Australian Skills Quality Authority (ASQA). ASQA oversees Registered Training Organisations across Australia. You can find out how to raise a concern with ASQA on their website at asqa.gov.au. Depending on the nature of your concern, other external bodies may also be available, and we can point you in the right direction.