Complaints and feedback

When you make a complaint to TAFE NSW, we will listen and treat you with respect. We aim to resolve concerns quickly and efficiently. Our process ensures your feedback reaches the right people, allowing us to address issues promptly.

Our staff are available to assist if you need a translator, interpreter, or help accessing the website. We can also support you in documenting your complaint.

If your complaint requires a face-to-face meeting, you’re welcome to bring a friend or relative for support.

We’re here to help you.

At TAFE NSW, we value your feedback and see complaints as an important way to improve our services, facilities, and overall student experience. There’s no fee for making a complaint or requesting an internal review.

Although you can make an anonymous complaint, it will limit our ability to make enquiries into your complaint and provide you with a response.

Use the steps below to give us feedback or make a complaint.

Step 1

If you’re a student at TAFE NSW, start by speaking with a teacher or staff member at your study location, such as your head teacher or someone from Student Services. Addressing the issue directly with someone who knows your situation often leads to a quick and informal resolution.

You can schedule a meeting via email or by calling your local TAFE NSW administration office.

Step 2

If the issue isn’t resolved, you can submit a complaint using the online form on the TAFE NSW website.

We handle all complaints according to the TAFE NSW Customer Complaint Policy, to ensure your concerns are addressed professionally.

Note, the complaints process does not cover assessment appeals. If you’re concerned about an assessment result or the outcome of a Recognition of Prior Learning (RPL) request, please refer to TAFE NSW Rights and Responsibilities for guidance.

Students can appoint someone to make a complaint on their behalf. The authority form must be completed before we can discuss the issue with a third party.

You will need to print and physically sign the form. We cannot accept a typed name without a signature.

After your complaint is received, you’ll be contacted by the person handling the complaint. Please let us know if you have not been contacted within two business days.

Occasionally, more serious or complex complaints require a more in-depth investigation. In these cases, you will be regularly updated on the progress of your complaint, until the matter is resolved.

Once the staff member has made a decision based on the available evidence, they will contact you to discuss your complaint. You will also receive a written response to your complaint with an explanation of the outcome.

If you're enrolled in a Smart and Skilled qualification, first contact TAFE NSW at 131 601 for assistance. If the issue isn't resolved, you can reach out to the Smart and Skilled Customer Support Centre for help, advice, or to make a complaint.

Visit a Training Services NSW Centre in person, or contact them via phone on 132 811. You can also email them. 

If you’re not satisfied with the outcome of your complaint, you can request an internal review by replying to the original complaint handler.

If the internal review does not resolve the issue, you can seek an external review by contacting agencies like the NSW Ombudsman or the Australian Skills Quality Authority (ASQA). TAFE NSW can help you connect with these organisations.