Compliments & Complaints

We will take care of your feedback concerning privacy and fairness. If your matter is urgent, please call the office relevant to your country.

Compliments, suggestions and general feedback will be provided to the Country Director responsible for APTC training delivery, operations and partnerships relevant to your selected country.

We appreciate all feedback that helps us improve our services to our students and other customers. APTC’s Quality Review and Continuous Improvement processes will consider and discuss this information.

Informal and formal complaints will be forwarded to the relevant Country Director (unless the complaint involves the Country Director, in which case it will be sent to an APTC Executive Officer), who will allocate an APTC staff member to contact you within two business days to assist in resolving the issue.

We will respond within ten business days to let you know the outcome of your complaint or our progress in resolving your issue.

Appeals must be made within 20 business days of the date of the communication advising you of the outcome of your formal complaint. Appeals will be forwarded to the relevant APTC Executive (unless the appeal involves an APTC Executive, in which case it will be sent to the CEO), who will arrange a review of the decision/outcome of your formal complaint.

APTC will inform you that you received your appeal within two business days. We will notify you of the review's outcome within 20 business days or respond within 20 business days to inform you of our progress in completing the review.

If you are not satisfied with the outcome of your internal appeal, you have the right to take your case to an external independent body (such as the Queensland Training Ombudsman or another external body responsible for education and training in your country) to review the decision-making process undertaken by APTC.