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Support & resolution
We aim to handle CPD complaints promptly, fairly and with as little disruption as possible. Here is how the process works and what to expect.
Heard and acknowledged
Within 3 business days
An initial response
Within 5 business days of acknowledgement
Our internal procedure gives each concern a clear next step, with the opportunity to discuss the outcome.
Contact our CPD provider or administrative staff. Many issues can be resolved with a conversation.
If your concern remains unresolved, submit a written complaint with the relevant details and any supporting evidence.
We acknowledge and investigate the complaint, then explain our response or the additional time needed.
We invite your feedback, agree actions where needed and can explore independent mediation if no consensus is reached.
Response commitments
3
We acknowledge a formal written complaint within three business days.
5
We provide an initial response within five business days of acknowledgement. We may explain if additional investigation time is needed.
You can ask to meet with us, and we revisit an unsatisfactory response. If consensus cannot be reached, the procedure provides for external mediation and potentially VCAT.
Independent mediation
Mediation follows standard consumer practices in Victoria. Costs are shared equally between the academy and the client; another jurisdiction may be agreed by all parties.
Further determination
If mediation is unsuccessful 28 days after referral, or longer where agreed, the dispute may proceed to the Victorian Civil and Administrative Tribunal (VCAT).