Our 4-Stage Process
Swiss Institute Australia is committed to handling all complaints fairly, transparently, and within specified timeframes:
1 Informal Resolution — 3 business days
Raise concern directly with your trainer or student services. Most issues resolved here.
2 Formal Complaint — 20 business days
Submit written complaint using Complaints Form. Investigated by Compliance Officer. Written response provided.
3 Internal Appeal — 20 business days
If unsatisfied with outcome, lodge internal appeal. Reviewed by independent panel or senior management.
4 External Review
If still unresolved after the internal appeal, you may seek external review through:
- National Training Complaints Hotline: 13 38 73 (independent complaints service)
- State/Territory Consumer Affairs or an independent dispute resolution body
If the matter remains unresolved after external review, you may contact the Australian Skills Quality Authority (ASQA) at asqa.gov.au. ASQA's role is regulatory oversight — they may investigate where an RTO has not followed its own processes.
Core Principles
- Confidentiality: All complaints handled confidentially
- No Victimisation: No penalty for making a complaint
- Procedural Fairness: Fair and transparent investigation
- All Complaints Accepted: Academic and non-academic complaints both welcome
How to Lodge a Complaint
Contact us by email or in person:
- Email: info@swiss.edu.au
- In person: Level 1, 416-420 Collins St, Melbourne VIC 3000
Include in your complaint:
- Your name and contact details
- Date and details of the issue
- What happened and why you're unhappy
- What outcome you're seeking
Questions About Our Complaints Process?
Contact us for more information or to lodge a complaint.
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