Complaints and appeals
How learners, clients and members of the public can lodge a complaint or appeal an assessment decision.
Who can lodge a complaint
Any learner, prospective learner, employer, staff member or member of the public can lodge a complaint about ESG, our staff, our trainers, a third party acting on our behalf, or another learner.
What you can appeal
- An assessment decision
- A decision about your enrolment, progress or completion
- A decision made in response to a complaint you lodged
How to lodge
- Raise it informally first if you are comfortable doing so. Many issues are resolved on the spot.
- If that does not resolve it, lodge a written complaint or appeal with ESG by email to info@emergsg.com or by post to Level 1, 90 King William Street, Adelaide SA 5000.
- ESG acknowledges your complaint or appeal in writing and tells you who is handling it.
How it is handled
Complaints and appeals are handled fairly, confidentially and at no cost to you. You may bring a support person. ESG will keep you informed of progress and give you written reasons for the outcome. Response and resolution timeframes to be inserted from LS 0285b.
If you are not satisfied
If you are not satisfied with the outcome you can request an independent review. You can also raise concerns with the national regulator, the Australian Skills Quality Authority (ASQA), or with the relevant consumer protection agency in your state or territory.
Final wording for this page is supplied by ESG from LS 0285b and must not be edited by the developer.