Both SkillsPlus and BRACE are committed to creating a culture whereby feedback is encouraged, recognised and consistently captured.
We understand that feedback is a valuable tool that can be used to monitor our performance and further improve our end to end service.
Under our Complaints, Compliments and Feedback policy, you will be given the opportunity to register a complaint or provide feedback via a process that is fair and transparent.
Our Appeals policy provides students enrolled with SkillsPlus and BRACE with the opportunity to request the review of decisions, such as assessment outcomes.
Complaints and requests for appeals can be lodged verbally, in writing or by using the Compliments and Complaints form (available from reception, staff or managers).
We wish all parties to have a clear understanding of the steps involved in the complaints/appeals procedure. On request, you will be provided with details of external authorities you may approach, if required. All complaints and appeals will be managed fairly and equitably and as efficiently as possible. We will strive to resolve complaints within 7 working days of receiving the complaint.
You are encouraged to raise any matters of concern relating to quality of service, training delivery or assessment, quality of teaching, student amenities, discrimination, sexual harassment and any other issues that may arise.
We will encourage all parties to approach a complaint with an open mind and to attempt to resolve problems through discussion and conciliation.
Download a copy of our SkillsPlus Complaints Compliments and Feedback form here:
Where a complaint cannot be resolved through discussion and conciliation, we acknowledge the right of individuals to seek assistance through the following:
Department of Social Services Feedback Coordination Team
Phone: 1800 634 035
Complaints Resolution and Referral Service (CRRS)
Phone: 1800 880 052
A service that helps people with disability sort out complaints about disability employment.
Dispute Settlement Centre of Victoria
SkillsPlus reference D8401/2009
A free mediation service for not for profit organisations
National Training Complaints Hotline (Skilling Australia)
Phone: 13 38 73
National Service Customer Line Phone: 1800 805 260
A free service for jobactive participants
Skills Victoria Training System (SVTS)
A Department of Education and Early Childhood Development service
SkillsPlus and BRACE are bound by the Privacy Act 1988 and the Australian Privacy Principles.
Complaints made regarding Privacy acts or practices may be investigated by the Information Commissioner who has power to award compensation against SkillsPlus and BRACE in appropriate circumstances, as well as a further range of enforcement powers and other remedies available.