We welcome your feedback and suggestions on our services to assist us in providing you with better quality services.  We endeavour to respond to your suggestions and/or complaints promptly and with courtesy.

If you have a problem or complaint with another student you should use the following procedure:

Step 1:
Identify and discuss the complaint with the other party
Discuss the best outcome to the complaint
Agree to act to resolve the complaint

Step 2:
If the complaint remains unresolved, talk to your trainer who will try to remedy the problem.

Step 3:
If, after talking to your trainer, the complaint remains unresolved you should approach the principal who will mediate to resolve the problem.

Step 4:
If you are dissatisfied with the outcome of the mediation you may appeal the decision by requesting an external independent arbiter.  This gives you the opportunity to formally present your case.  Victory Institute of Professional Training will provide you with a written statement of the appeal outcome.

Students have the right to bring any complaint to the attention of ACPET as an external independent arbiter for complaints and appeals if the above channels cannot resolve the issue. It should be noted that contacting ACPET may incur a charge at the students own expense.

If you have a problem or complaint with your trainer, the course content, the facilities, your work experience placement or any component of the course you should use the following procedure:

Step 1:
In the first instance, talk to your trainer or work experience supervisor. 

Step 2:
If you feel it is not appropriate for you to talk to your trainer or work experience supervisor then talk to the principal or put your complaint in writing and address the letter to the Principal.

Step 3:
The Principal will respond to your written complaint within 5 working days. 

Step 4:
If you are dissatisfied with the Principal’s response you can appeal the decision by requesting to have the matter referred to an external independent arbiter.  This gives you the opportunity to formally present your case.  Victory Institute of Professional Training will provide you with a written statement of the appeal outcome.

Victory Institute of Professional Training will not tolerate inappropriate behaviour of any kind.  If you are being bullied or harassed by anyone while you are at the institute or on work experience you should use the following procedure:

Step 1:
Tell the person you don’t like being bullied or harassed and ask them to stop.

Step 2:
If the inappropriate behaviour continues talk to your trainer or work experience supervisor who will try to remedy the problem.

Step 3:
If after talking to your trainer or work experience supervisor the inappropriate behaviour continues you should approach the principal who will mediate to resolve the problem.

Step 4:
If you are dissatisfied with the outcome of the mediation you may appeal the decision by requesting an external independent arbiter.  This gives you the opportunity to formally present your case.  Victory Institute of Professional Training will provide you with a written statement of the appeal outcome.

Students have the right to bring any grievance to the attention of ACPET as an external independent arbiter for complaints and appeals if the above channels cannot resolve the issue.

Students further have the right to bring any grievance to the attention of the NSW Department of Fair Training for all matters related to course costs and payments.

External Independent Mediator:
Australian Council for Private Education and Training (ACPET)
QVB PO Box Q1076
Sydney   NSW 1230
Ph: 02 9299 4555

NSW Department of Fair Trading
McKell Building
2-24 Rawson Place Sydney NSW 2000
Phone: 13 32 20
Fax: (02) 4702 5300

If the student is still not satisfied with the result then they have the right to contact VETAB on 02 9244 5335 or the National Complaints Hotline on 1800 000 667.