Complaints and feedback

How to raise it

Email info@caqa.com.au with "Complaint" in the subject, or call 03 8103 8000 and ask for the Operations Manager. You can also ask a tutor to pass it on, and they are required to.

If it concerns a child's safety

Say so immediately and it is escalated the same day. Concerns about the conduct of a worker are handled under the Victorian Reportable Conduct Scheme and notified to the Commission for Children and Young People. If a child is in immediate danger, contact Victoria Police on 000.

What we do

• Acknowledge within one business day.
• Tell you who is handling it and roughly how long it will take.
• Resolve within ten business days, or explain why it is taking longer.
• Tell you the outcome and what we changed, in writing.
• Record it in the complaints register, which the board reviews each quarter.

For learners

Learners can complain too, and do not need a parent to do it for them. There is a version of this process written for children, available in the six community languages we publish in, and every learner is told who to tell and how.

If you are not satisfied

You may raise the matter with the Australian Tutoring Association, with Consumer Affairs Victoria, with the Office of the Australian Information Commissioner for privacy matters, or with the Commission for Children and Young People for child safety matters. We will not discourage you from doing so and we will co-operate fully.