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Student Resources, Rules and Policies

APTC is committed to providing the highest quality of service to its students.  In accordance with this, the Student Resources, Rules and Policies page provides information on your rights and responsibilities as a student.  They also include information about our administrative process, key timeframes and useful forms.


Personal Conduct and Behaviour

We regard our students as adults, capable of reasonable and responsible behaviour.  Your rights and responsibilities as an APTC student are stated in our APTC Student Code of Conduct.

 

Student Handbook

You can access our Student Handbook to assist you with information to access our range of specialised student services. Our professional team of learning and teaching staff are always ready to assist you in any way possible.

 

APTC Student Handbook

 

Click on the link below to download a copy.

 

How to Provide Compliments and Feedback or Make a Complaint to APTC

What You Need to Know

APTC is committed to continually improving its quality of service. You are encouraged to provide feedback to APTC about its operations and the quality of education and training it provides.

Students undertaking training will be invited to provide feedback via surveys at various points within the course of study, and are required to complete an End of Course Survey at the completion of training.

If you are dissatisfied with a service, product, or decision made by APTC, or would just like to provide some feedback, you can do so informally by talking it over with an APTC staff member. APTC will attempt to address your concerns as quickly as possible.

Otherwise, there are a number of ways you can provide feedback or present your concerns:

  • Online through the Enquiries and Feedback form on the APTC website;
  • In writing through email and written correspondence (see Regional Head Office contact details at the bottom of this page) or placed in a suggestion box at APTC’s reception counters;
  • Via telephone to your relevant country office; and
  • In person

APTC requests you to be respectful when providing feedback or presenting your concerns, as we will be to you. Any rude or threatening behaviour may cause APTC to cease direct contact with you, and/or will be addressed under an appropriate APTC disciplinary process.

You can view APTC’s Complaints and Appeals Policy here:

 

APTC’s Response to your Complaint  

We encourage you to initially raise any concerns or provide feedback informally by talking it over with an APTC staff member.

If we are unable to resolve your complaint through informal means, you may make a formal complaint in writing to APTC. When you submit a formal complaint, APTC will respond within 2 business days, acknowledging your correspondence and providing you with the contact details of the APTC officer who will be responsible for investigating your complaint.

APTC will then investigate the matter. During its investigation, APTC may ask you for more information.

Within 10 days of receiving all the information it needs from you, APTC will provide a response, either telling you how the investigation is going and when it is expected to conclude, or informing you of the outcome.

When you receive the complaint outcome letter from APTC, you will be given the name of an APTC officer to talk to if you have any further queries or concerns.

Take me to the Enquiries and Feedback Form

 

Appeals (Internal Review)

If, after discussing the matter with the APTC officer detailed in the complaint/feedback outcome letter, you still feel that the complaint/feedback decision is unfair, you have the right to ask for an internal review of the decision. Your request for an internal review must be on the basis of the way in which the complaint/feedback decision was reached by APTC.

If you are asking for an internal review, it must be submitted within 20 business days of receiving the complaint/feedback decision notice. It must also be made via the Enquiries and Feedback Form on the APTC website, or by completing and sending the Internal Review Request Form to APTC by email or mail.

APTC will then consider the matter and respond to you within 20 business days of receipt of the completed Internal Review Request form.

 

External Appeals

If you are still dissatisfied with the complaint decision, you may have the right to take the matter to an external body, such as The Queensland Ombudsman or another external body responsible for education and training in your country.

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