Complaints and Appeals
Last reviewed: July 2026
CAQA RTO, part of CAQA Groups and a Career Calling International initiative, welcomes complaints, appeals and feedback about every aspect of what we do. This page explains how students, employers, community members and website visitors can raise a service complaint, appeal a decision, make a privacy complaint or give website-accessibility feedback, and what happens once you do. Complaints are free to lodge, taken seriously, and used to drive continuous improvement across our training and this website.
Who can complain, and about what
Anyone may raise a complaint: enrolled students, prospective students, employers, industry partners and members of the public. You may complain about CAQA RTO, our trainers and assessors, our other staff, any third party delivering services on our behalf, or the behaviour of other students. Because this website is the front door to our courses, we also accept complaints and feedback about the website itself, including its content, forms and accessibility.
Service complaints
If you are unhappy with our training, assessment, support services, marketing or administration, contact us by phone on 1800 266 160, by email at info@caqa.com.au, or through the contact page. You may also use the complaint and appeal form. We acknowledge complaints within two business days and aim to resolve them within fifteen business days, providing written updates if genuinely more time is needed. You may be accompanied or assisted by a support person at any stage, and raising a complaint will never disadvantage your enrolment or assessment.
Appeals
You may appeal any decision CAQA RTO makes, including assessment outcomes, refund decisions and disciplinary decisions under the Student Code of Conduct, at no cost. Appeals are reviewed by a person independent of the original decision. Lodge an appeal in writing within a reasonable time of receiving the decision, setting out the decision you are appealing and the grounds. Where an assessment appeal succeeds, we arrange re-assessment by a different assessor at no charge.
If you are still dissatisfied
If you remain dissatisfied after our internal process, you can seek independent mediation, and we will provide options at no or low cost to you, or complain to the National VET Regulator, the Australian Skills Quality Authority (ASQA), through its website. Using an external pathway does not remove your right to pursue other remedies available under Australian law.
Privacy complaints
If you believe we have mishandled your personal information, including information collected through this website's enquiry forms or newsletter subscription, contact our Privacy Officer by email at complaints@careercalling.com.au, by mail at 2/10 Lawn Court, Craigieburn, Victoria 3064, or by telephone on 1800 266 160. We investigate privacy complaints under our Privacy Policy and the Australian Privacy Principles. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner.
Website accessibility feedback
We aim for this website to be usable by everyone. If you experience difficulty accessing any page, document or form, or need information in another format, tell us via info@caqa.com.au or 1800 266 160 and we will provide the content in a reasonable alternative format and fix the underlying barrier where practicable. Our Accessibility Statement describes our current conformance target and known limitations.
Information we collect when you complain
To manage a complaint or appeal we collect your name, contact details, your relationship to CAQA RTO, the details of your concern and any supporting evidence you provide. This information is used only to investigate and resolve the matter, meet our regulatory record-keeping obligations and improve our services, and is handled under our Privacy Policy. Complaints do not incur any fee, and no payment is ever requested through this process.
Limits of this information
This page is a plain-English summary. The full complaints and appeals policy, including timeframes and record-keeping detail, is available as a PDF: complaints and appeals policy. Nothing on this page limits your rights under the Australian Consumer Law or any other applicable legislation, and it is not legal advice.
Contact us
You can reach our student support and enrolment team by telephone on 1800 266 160, by email at info@caqa.com.au, or through our contact page. We respond to most enquiries within one business day.