At North Metropolitan TAFE (NMTAFE), we want every student and community member to have a positive experience. Your feedback is important to us, whether it is positive or negative, your experiences help us improve the way we do things.
We take all feedback onboard. Complaints are taken seriously and are an important part of making NMTAFE better. If something hasn’t gone well, or you’d like us to look at a decision again, we’re here to listen and help.
Your feedback helps us to:
- Fix problems where we can
- Make sure students are treated fairly
- Keep people safe
- Improve our services over time
What is feedback?
Feedback can be positive or negative. It could be a compliment, a suggestion, or a comment about your experience.
We appreciate all feedback and will always acknowledge it, even if it doesn’t require a formal response.
What is a complaint?
A complaint is when you tell us that something about your experience doesn’t feel right, fair, or safe.
This could be about:
- How you were treated by staff or others
- Your course, training, assessment, or work placement
- Support services, facilities, or systems
- Safety, wellbeing, discrimination, or accessibility issues
You don’t need proof, perfect words, or to know the rules.
If something is worrying you, you can raise it.
How can you make a complaint?
You can choose the way that feels easiest for you.
For example:
- Submitting an online form below
- Send a detailed email to feedback@nmtafe.wa.edu.au
- In person (talking to someone)
- Phone 1300 300 822
- With help from a staff member who writes it down for you
You don’t need to know the process or fill in everything perfectly. We can help you.
When you raise a concern or make a complaint, you always have the right to:
- Be listened to and taken seriously
- Be treated fairly and with respect
- Feel safe while your complaint is being handled
- Have your privacy respected
- Get clear information about what will happen next
- Ask for a review if you are not happy with the outcome
Making a complaint will not get you into trouble.
What happens after you complain?
Here is a simple guide to what usually happens:
Step 1: We listen
We receive your complaint and make sure we understand what you are worried about.
Step 2: We check what’s needed
We look at what kind of issue it is and who should help with it. Some complaints are sorted quickly. Others need more looking into.
Step 3: We look into it
We gather information and talk to the right people. We try to be fair and careful.
Step 4: We tell you what happened
We explain the outcome to you in clear language. We tell you what has changed or what will happen next.
Step 5: You can ask for a review
If you are not happy with the outcome or how the complaint was handled, you can ask for it to be reviewed. Please visit our appeals page for more information.
If you are an international student, please reach out to TAFE International Western Australia (TIWA) within 20 business days of receiving the NMTAFE outcome.
Keeping you safe
We take your safety and wellbeing seriously. If your complaint involves:
- Feeling unsafe
- Harm or risk
- Discrimination or bullying
We may need to act quickly or involve senior staff or other services to keep people safe. We will explain this to you as clearly as we can.
How we share information
We will:
- Explain things in plain language
- Tell you what stage your complaint is at
- Check that you understand what’s happening next
You can always ask questions or say if something doesn’t make sense.
Your privacy
We only share information about your complaint with people who need to know so it can be handled properly.
We respect your privacy as much as possible.
Need help or more information?
If you want help to make a complaint, understand this information, or talk things through, you can:
- Ask a staff member
- Contact student support services
- Bring a trusted person with you
Additional Support
Reach out to your Lecturer, Head of Programs, or Client Services.
- Parents/guardians can lodge complaints on your behalf
- Visit Client Services for support
- Client Services can help
- For an interpreter: feedback@nmtafe.wa.edu.au
International Student Support
Phone: 9427 1873
Email: internationalstudy@nmtafe.wa.edu.au
Accessibility and Learning Support
Phone: 9427 1314
Email: access.support@nmtafe.wa.edu.au
Koolark Student Liaison Officer
Phone: 9428 0340
Email: koolark@nmtafe.wa.edu.au