We value your suggestions and complaints as they help us to address your concerns and improve the quality of our service. We'll try to remedy problems promptly and deal with each matter fairly.
In most cases an appeal process is available if you are unhappy with the outcome.
How you can make a suggestion or complaint
You can make a suggestion orally or in writing. If you have a request for remedial action or help which cannot be immediately and completely dealt with by the staff member receiving the request, you will need to put it in writing We can assist you to do that. You can if you wish use the Customer Suggestion/Complaint form (PDF, 24KB) or Customer Suggestion/Complaint form (Word, 45KB) and send to the address below.
Suggestions or complaints can be made to the person responsible for the place where the issue arose (eg campus operations manager, head teacher, other institute manager or state office director).
If the complaint is about any of these people then it can be made to their supervisor. Request assistance if you need help.
It is preferable that you give your name and sign your complaint. Anonymous complaints can be acted on only in certain circumstances.
How your suggestion or complaint will be handled
When a suggestion or complaint is received it will be assessed in terms of its nature and seriousness. We will acknowledge it in writing and we can give you an indication of the likely timeframe for dealing with it.
If it is about a policy or process rather than about a person, then the we'll try to find a way to remedy the problem or improve our systems (ie, remedy and systems improvement procedure).
If it is about a person, but not about an alleged serious breach of policy or procedure, then we'll try to find a solution which will meet the needs of all parties (ie, negotiation procedure).
If it is about a person, and it is about an alleged serious breach of policy or procedure, then we will investigate (ie, investigation procedure).
For more information you can:
- contact the relevant campus, institute manager or director
- examine the procedures at a library within the North Coast Institute
- contact us
- view procedures applying to all TAFE Institutes and government schools
Suggestion or Complaint form
In the first instance, please lodge your complaint form with the head teacher or campus manager.Click here for campus contact details. For complaints that you consider should be escalated beyond this level, please send all forms to:
Fax to (02) 6586 2344, email us, or post to:
TAFE NSW-North Coast Institute
Corporate Relations and Communications
PO Box 528, Port Macquarie NSW 2444