Apprentice Connect Provider
Feedback

For accurate and complete reporting, all formal complaints must be in writing. This ensures the matter is escalated to the right person with authority to make recommendations, take corrective action and satisfactorily resolve the matter. Formal reporting also provides an opportunity to identify potential trends and better supports MEGT’s commitment to continuous improvement. We encourage you to provide as much information as possible so we can identify the most appropriate solution. Further information on the MEGT Apprentice Connect Provider Complaints Handling Process is available here, including what we can and cannot do to directly address your concerns. In some instances, it may require referral to the most appropriate body to action/resolve, such as the Registered Training Organisation (RTO) or Fair Work Ombudsman.

Before you lodge your complaint

In the first instance, parties involved should attempt to resolve any dispute between them as most grievances can be effectively resolved without the involvement of a third party.

All Registered Training Organisations (RTOs) are also required to have procedures in place to resolve disputes.

All feedback is assigned to the relevant manager in your state within 24 hours of submission. The manager will be in contact with you within two business days.

If your feedback relates to a formal complaint, you can expect to:

• Be treated respectfully and fairly
• Have your complaint managed within 10 business days
• Be informed of the outcome
• Have the matter treated confidentially
• Where applicable, be provided with an accurate referral to the most appropriate body to action; for example, workplace relations complaints must be referred to the Fair Work Ombudsman.

If you believe your complaint has not been adequately resolved, or that the complaints handling process has not been followed correctly by MEGT, you can request a review of the outcome or escalate further by contacting the National Customer Service Line on 1800 020 108 and selecting Option 3 – National Training Complaints Hotline. The Department of Employment and Workplace Relations (the Department) manages this service. The Department will provide information, investigate the concerns raised and take action to resolve them.

The Department of Employment and Workplace Relations (DEWR) oversees the delivery of Australian Apprenticeship Support Services to the Australian Government.

All Apprentice Connect Providers must adhere to the standards of service and conduct set out in the Apprentice Connect Australia Provider Code of Conduct. 

This is provided to employers, apprentices, and trainees when they sign a Training Contract. The Apprentice Connect Australia Provider Code of Conduct is also available to download.

Your personal information is protected by the Federal Government’s Privacy Act 1988. The Privacy Act includes 13 Australian Privacy Principles (APPs), which apply to some private sector organisations, as well as most Australian Government agencies. Such organisations and agencies are collectively known as ‘APP entities’.

MEGT’s Privacy Policy provides more details about the collection, storage, use and disclosure of the personal information MEGT holds about you and how you can access or seek to amend that information.

View our privacy policy.

^{This information is provided as a guide only and is subject to change without notice.}