Complaints Policy
Adelaide Real Estate Academy is committed to resolving complaints fairly, quickly, and confidentially.
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What is a Complaint?
A complaint is when you are unhappy with any part of your experience, such as:
- Enrolment or marketing
- Training or assessment quality
- Student support or progress
- Treatment by staff or other students
Our Commitment to You
We will:
- Treat your complaint seriously and fairly
- Respond promptly (usually within 30 days)
- Keep your information confidential
- Allow all parties to be heard
- Keep you enrolled while your complaint is being reviewed
- Use complaints to improve our services
How to Make a Complaint
Step 1: Try Informal Resolution
- Speak with the person involved
- Or contact administration/management for help
Step 2: Submit a Formal Complaint
- Put your complaint in writing (form, email, or letter)
- Include:
- What happened
- Any evidence
- Steps already taken
- Your preferred outcome
You will receive acknowledgement within 7 days
What Happens Next?
- Your complaint will be reviewed and investigated
- You may be contacted for more information
- You will receive a written outcome explaining:
- The decision
- Reasons for the decision
- Any improvements identified
Complaints are usually resolved within 30 days
Not Happy with the Outcome?
You can:
- Request an independent review (costs may apply)
- Contact external bodies:
- National Training Complaints Hotline (13 38 73)
- Australian Skills Quality Authority (ASQA)
Continuous Improvement
Your feedback helps us improve our training and services.
