Frequently asked questions
- What can I complain to the Training Ombudsman about?
- Who can complain to the Training Ombudsman?
- What does it cost?
- Can I make an anonymous complaint?
- How do I make a complaint?
- What should I include in my complaint?
- What happens to my complaint?
- What happens if there is an investigation?
- How long will an investigation take?
- What can I expect from the Training Ombudsman?
What can I complain to the Training Ombudsman about?
The Training Ombudsman can investigate complaints related to training delivered as part of an apprenticeship or traineeship.
Who can complain to the Training Ombudsman?
An employer, apprentice or trainee, parent/guardian and other persons with sufficient interest may make a complaint. The Training Ombudsman may refuse to deal with a complaint where the complaint is considered to be frivolous, lacks substance or is unnecessary or unjustifiable, or the person making the complaint does not have a sufficient interest,
What does it cost?
The Training Ombudsman's services are free.
Can I make an anonymous complaint?
No. In order for the Training Ombudsman to commence an investigation it is imperative that we have the names, facts and circumstances to enable the Ombudsman's office to conduct a thorough investigation.
How do I make a complaint?
Making a complaint is simple. You can make a complaint by telephone, in person, in writing, by fax or using the online complaint form. Someone else can make a complaint on your behalf, but the Ombudsman's office may still need to contact you to get your approval to proceed. If you are a guardian of an apprentice or trainee who is over the age of 18 years, written approval will be needed from the apprentice or trainee stating that they give consent for you to act on their behalf. Your complaint should include copies of all relevant correspondence with the agency that you are making a complaint about and any reference numbers.
What should I include in my complaint?
Keep it simple and stick to the facts. Be as specific as possible about dates, names and other important details. There should be enough information for the Training Ombudsman to understand the circumstances of your complaint and decide how to deal with it. When writing your complaint, think about:
- What happened?
- Where did the events take place?
- When (time and date)?
- Who was involved?
- Were there any witnesses to these events? Have you included their details?
- Do you have any medical evidence, photographs or documents which may be relevant? If so, you may want to supply copies with your complaint.
- Have you taken any action already in relation to your complaint? What happened?
- What action or outcome would you like to see as a result of your complaint?
What happens to my complaint?
The Training Ombudsman will give your complaint careful consideration. In some cases the Ombudsman's office will contact the person involved and ask for clarification. Most complaints are resolved quickly. If the complaint raises serious or complex issues, or if the Ombudsman's office is not satisfied with the Department of Education and Training regional office's initial response, it may undertake further investigation. If there are reasons why the office cannot take up your complaint, it will explain them to you.
What happens if there is an investigation?
If the Training Ombudsman finds your complaint is justified, the conclusions are reported to you and to the relevant Department of Education and Training regional office. The Training Ombudsman has no power to overturn a decision of the Training and Employment Recognition Council. The Ombudsman must provide a report to the Council about the dealings of a complaint and, if appropriate, make recommendations to have a decision reviewed.
How long will an investigation take?
Most complaints can be dealt with reasonably quickly. Others may take a few weeks to investigate properly. In any event, the Training Ombudsman's office will try to deal with your complaint as quickly as possible and to keep you informed of progress.
What can I expect from the Training Ombudsman?
Professional and courteous attention and an independent, impartial assessment of your complaint and advice about the options available. The Training Ombudsman's office will undertake confidential and prompt investigations in line with legislative guidelines, using fair procedures. It will provide clear explanations about what it can and cannot do and for any decision its make. It will keep you informed of the progress of your complaint.
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