Feedback, Complaints and Appeals

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Make a complaint

The Department of Justice, Office of Emergency Management (OEM) Registered Training Organisation (RTO) is committed to ensuring that the principles of natural justice and procedural fairness, transparency and responsiveness are adopted in handling complaints and appeals.

A complaint can be an expression of dissatisfaction or it can be a problem you would like fixed. It is generally a negative feedback about something that has not been resolved locally.

1. What you can a complaint about

Anything to do with OEM training and business:

  • Our services.
  • Our training.
  • The conduct of our staff.
  • A decision that we have made.

2. How to make a complaint

It is usually best to talk with a OEM staff member or trainer about your concerns. 

If you are not happy with the outcome, or would like to talk with someone else, contact OEM by email or phone (02) 9212 9200.

If the complaint cannot be resolved informally, you may submit a complaint using the Training Feedback Submission Form. It is important that your written complaint includes specific details of the situation.

3. What you can expect

Most complaints can be resolved quickly and informally to everyone's satisfaction simply by talking to the person concerned. Occasionally more serious or complex complaints require investigation and will be referred to OEM RTO's Senior Manager. These can take longer to resolve. The Senior Manager will provide you with a response as soon as possible but no later than 10 working days from when the complaint is received. Initial contact will be by phone or at a meeting. All reasonable measures will be taken to finalise the process as soon as possible. You will be informed of the progress and outcome of your complaint by phone, in writing, or email at regular intervals until the matter is resolved.

4. What are the outcomes

You will be formally advised of the outcome, and reasons for the outcome, in a written statement.

If your complaint is upheld (in part of in full) one of the following actions may be offered to you:

Action to remedy or amend the situation:

  • An apology.
  • An explanation.
  • An assurance that the situation will not re-occur.
  • An explanation of the steps that have been taken to ensure that it will not happened again.
  • An undertaking to review our policies, training or services in light of the complaint.

If the complaint is not successful:

  • The reason/s for this decision.

If you are not happy with the outcome, the Senior Manager may arrange for the complaint to be reviewed by an appropriate independent third-party.

Lodge an appeal

Appeals are a request for review of a decision made by OEM RTO, its trainers or assessors.

1. What you can appeal about

An application for reconsideration of a decision or result relating to assessment

2. How to lodge an appeal

As with complaints, it is usually best to first talk with an OEM staff member of trainer about your concerns. You can contact OEM or the trainer by email or phone.

If you still would like to lodge an appeal, you must submit an appeal using the Training Feedback Submission Form. It is important that your written appeal includes specific details of the decision or finding in dispute. The appeal, in writing, must be lodged within 28 days of the decision or finding

3. What you can expect

The Senior Manager will provide you with a response as soon as possible but no later than 10 working days from when the appeal is received. Initial contact will be by phone or at a meeting. All reasonable measures will be taken to finalise the process as soon as possible. You will be informed of the progress and outcome of your appeal by phone, in writing, or email at regular intervals until the matter is resolved. Appeals are handled in the strictest of confidence.

4. What are the outcomes

You will be formally advised of the decision, including details of the reasons for the outcome, in a written statement.

If you are not happy with the appeal decision, the Senior Manager may arrange for the appeal to be reviewed by an appropriate independent third-party.