Complaints and Appeals

EduWire (Visionmind Pty Ltd t/a EduWire)

RTO Code: 46185 | ABN: 81 664 215 589

Last Updated: 7 May 2026 | Version: 1.0

We Welcome Your Feedback

At EduWire, we are committed to providing quality training and support to our students. If you have a concern, complaint, or wish to appeal a decision, we take it seriously and want to resolve it fairly and promptly.

This page explains how to lodge a complaint or appeal, what you can expect, and how we protect you from any disadvantage if you choose to complain.

What Is a Complaint?

A complaint is an expression of dissatisfaction about:

• The quality of training or assessment services delivered
• The conduct of a trainer, assessor, or staff member
• The application of EduWire’s policies or procedures
• Administrative decisions (refunds, deferrals, enrolment matters)
• Access to facilities, resources, or support services
• Breaches of student rights or privacy
• Fees or charges applied
• Any other aspect of EduWire’s services or conduct

Note: A complaint is different from an appeal. If you disagree with an assessment decision (a mark, grade, or finding of competency), you should lodge an appeal rather than a complaint (see Section 3 below).

Part 1: Internal Complaints Process

Step 1: How to Lodge a Complaint

You can lodge a complaint at any time during or after your course with EduWire. There is no time limit, but we recommend you lodge a complaint as soon as possible so the issue is fresh and we can investigate thoroughly.

How to Submit Your Complaint

You may lodge your complaint in any of the following ways:

By Email (Preferred)

Address: admissions@eduwire.edu.au

Subject line: Formal Complaint: [Your name] – [Brief description]

Example: Formal Complaint: Jane Smith – Assessment feedback not received

By Post/Mail

Send to:

Complaints Officer
EduWire (Visionmind Pty Ltd)
174 High Street
Preston VIC 3072
Australia

By Phone

Phone: 1800 0 EWIRE (39473)

Hours: Monday to Friday, 9:00 AM to 5:00 PM (AEST)

When you call, you will be asked to provide the details below. You may request that your complaint be confirmed in writing following your phone call.

In Person

Visit: EduWire Office, 174 High Street, Preston VIC 3072

You may lodge a complaint face-to-face with a staff member. We recommend you follow up with an email summary of what you discussed.

What to Include in Your Complaint

To help us investigate your complaint quickly and fairly, please provide:

1. Your name, student ID, and contact details (email and phone number)
2. The date(s) of the incident(s) you are complaining about
3. Clear description of what happened — explain the issue in your own words
4. Which trainer, assessor, or staff member was involved (if applicable)
5. What outcome you are seeking — what would resolve the complaint? (e.g., explanation, apology, refund, reassessment)
6. Supporting evidence (if available) — emails, assessment feedback, photos, documents

Example complaint format:

“My name is John Smith (Student ID: 12345). On 15 March 2026, I submitted my Unit 5 assessment to Trainer Sarah. I still have not received feedback two weeks later. I have emailed twice with no response. I am unable to progress to the next unit without understanding where I went wrong. I would like an explanation of my mark and feedback on how to improve.”

Step 2: What Happens Next — Our Investigation

Once we receive your complaint, here is what happens:

Acknowledgement (Within 1 Business Day)

We will acknowledge receipt of your complaint via email or letter within 1 business day. The acknowledgement will include:

• Confirmation that we have received your complaint
• Your complaint reference number (for tracking)
• The name of the person investigating your complaint
• The expected date for our response

Investigation (Within 10 Business Days)

Our Complaints Officer will:

• Review all information you have provided
• Interview relevant staff members or trainers
• Check EduWire’s policies and procedures
• Assess whether the complaint has merit
• Consider a fair resolution

You may be contacted during the investigation if we need clarification or additional information from you.

Our Response (Within 10 Business Days)

We will provide you with a written response that includes:

• A summary of your complaint
• A summary of our investigation findings
• Whether we have upheld or rejected your complaint (and why)
• The action we will take to resolve the issue (if upheld)
• Information about how to appeal our decision (see Section 3 below)

Timeline Summary:

What If Investigation Takes Longer?

In some cases, a complaint may be complex and require more investigation. If we cannot respond within 10 business days, we will:

• Contact you within 10 days to explain the delay
• Provide you with a new expected response date
• Keep you updated on progress

We aim to resolve all complaints within 30 calendar days wherever possible.

Step 3: Possible Outcomes

Depending on the outcome of our investigation, we may:

If Your Complaint Is Upheld

• Apologize for the issue
• Correct the error (e.g., re-mark an assessment, process a refund)
• Provide additional training, support, or tutoring
• Change a policy or procedure that caused the issue
• Take disciplinary action against a staff member (if appropriate)
• Offer a combination of the above

If Your Complaint Is Not Upheld

We will explain, in detail, why we do not believe the complaint has merit. For example:

• We followed the correct procedure and policy
• The assessment decision was fair and based on the assessment criteria
• The trainer acted appropriately in the circumstances

Even if we do not uphold your complaint, you have the right to appeal our decision (see Section 3).

Partial Resolution

In some cases, we may uphold part of a complaint but not all of it. For example, we may agree that assessment feedback was delayed but disagree that the assessment mark was unfair. Our response will clearly explain which parts are upheld and which are not.

Step 4: Protection from Disadvantage

You Will Not Be Disadvantaged for Complaining

EduWire guarantees that you will not suffer any disadvantage, detriment, or retaliation as a result of lodging a complaint or appeal.

This means:

• Your complaint will not affect your course grades or assessment marks
• You will not be treated unfairly by trainers or staff members
• You will not be threatened, harassed, or victimised
• Your complaint will not be used against you in any way
• Your enrolment or continued participation in your course will not be affected
• Your access to support services, facilities, and resources will not be restricted

If you believe you have suffered any disadvantage because you made a complaint, please inform us immediately. This will be treated as a new complaint and investigated separately.

Part 2: Appeals Process

An appeal is different from a complaint. You should lodge an appeal if you disagree with an assessment decision made by a trainer or assessor.

What Can Be Appealed?

You may appeal:

• Your assessment mark or grade
• A finding that you are “not yet competent” (NYC) or “not competent”
• A decision to fail you in a unit of competency
• An assessment process that you believe was unfair (e.g., you were not given adequate opportunity to demonstrate competency)

Note: You cannot appeal a complaint decision to the internal appeals process. If you disagree with our response to a complaint, see Section 4 (External Escalation) below.

Appeals Timeline

You must lodge an appeal within 10 business days of receiving your assessment result or decision. Appeals lodged after this period will only be accepted if you have a valid reason for the delay (e.g., illness, emergency).

How to Lodge an Appeal

Submit your appeal in writing (email or letter) to:

Email: admissions@eduwire.edu.au
Subject line: Assessment Appeal: [Your name] – [Unit code/name]

Or by post:

Appeals Officer
EduWire (Visionmind Pty Ltd)
174 High Street Preston VIC 3072

What to Include

1. Your name, student ID, and contact details
2. The unit of competency code and name
3. Your assessment mark/result that you are appealing
4. The date you received the result
5. Clear explanation of why you believe the assessment decision is unfair
6. What outcome you are seeking (e.g., reassessment, reconsideration of mark)
7. Any supporting evidence (e.g., draft work, correspondence with trainer)

Appeals Investigation Process

Our Appeals Officer (an independent person, not the original assessor) will:

• Acknowledge your appeal within 1 business day
• Review the original assessment against the assessment criteria and your work
• Interview the original assessor to understand their decision
• Consider your arguments and any evidence you have provided
• Provide a written response within 10 business days explaining the outcome

Possible Appeals Outcomes

Your Appeal Is Upheld

• Your mark will be reconsidered and may be adjusted
• You may be offered a reassessment opportunity
• Your result will be changed if the original assessment was unfair or incorrect

Your Appeal Is Not Upheld

• Your original assessment result stands
• We will explain why the original assessment decision was fair and based on the assessment criteria
• You have the right to escalate to external appeal (see Section 4)

Protection During Appeal Process

• You will not be disadvantaged for lodging an appeal
• The appeals process is fair, impartial, and transparent
• The original assessor will not be involved in deciding your appeal
• Your course progress will not be affected while your appeal is being considered

Part 3: External Escalation

If you are not satisfied with EduWire’s response to your complaint or appeal, you have the right to escalate your concern to external agencies.

Step 1: National Training Complaints Hotline (NCCS)

The National Training Complaints Hotline is a free, confidential service that can help if you have a complaint about your RTO.

Phone: 13 38 73 (free call within Australia)
Hours: Monday to Friday, 8:00 AM to 6:00 PM (Australian Eastern Time)
Website: www.training.gov.au/contact

What They Can Help With

• Complaints about RTO conduct or service quality
• Concerns about assessment fairness
• Issues with fees or refunds
• Breaches of student rights
• Any other complaint about EduWire’s compliance with VET standards

What to Expect

• They will listen to your complaint confidentially
• They will explain your rights and options
• They may help facilitate resolution between you and EduWire
• If necessary, they may refer your complaint to ASQA for investigation

Step 2: ASQA (Australian Skills Quality Authority)

ASQA is the national regulator of RTOs. If you believe EduWire has breached the National VET standards, you can lodge a complaint or “tip-off” with ASQA.

When to Contact ASQA

You should contact ASQA if:

• You believe EduWire has not complied with the Standards for RTOs
• You have serious concerns about training quality or assessment
• You believe EduWire has engaged in misleading or deceptive conduct
• You have concerns about your personal information or privacy
• You are not satisfied with EduWire’s response to your complaint

ASQA Tip-Off Form

You can submit a “tip-off” to ASQA using their online form. A tip-off is a report about potential RTO non-compliance.

ASQA Tip-Off Form: www.asqa.gov.au/tip-off

To access the form:

1. Visit https://www.asqa.gov.au/about-us/how-we-regulate/tip-offs-and-complaints/make-report
2. Complete the online form with details of your concern
3. Submit — you can remain anonymous if you prefer
4. ASQA will assess your report and may conduct an investigation

Direct Contact with ASQA

If you prefer to contact ASQA directly:

Phone: 13 38 73 (same as National Training Complaints Hotline)
Email: contact@asqa.gov.au
Website: www.asqa.gov.au
Mailing address: ASQA, GPO Box 9886, Melbourne VIC 3001

What ASQA Will Do

• Assess whether your complaint indicates potential non-compliance with VET standards
• Investigate if necessary
• Take appropriate action (ranging from requesting EduWire’s response to formal investigation or audit)
• Keep you informed of the outcome (where appropriate and permitted)

Step 3: State/Territory Fair Work Ombudsman

If your complaint relates to unfair treatment, discrimination, or harassment, you may also contact:

Fair Work Ombudsman (for workplace-related complaints)
Phone: 13 13 94
Website: www.fairwork.gov.au

or your state/territory’s Consumer Affairs agency for consumer law issues.

Step 4: Legal Action

If you believe EduWire has breached consumer law or caused you loss, you may seek legal advice from:

• A lawyer or law firm
• Community Legal Centers (often free or low-cost)
• State/Territory Consumer Tribunal or Small Claims Court

Note: We recommend attempting to resolve your complaint through EduWire’s internal process and the NCCS/ASQA processes before pursuing legal action, as these are faster and less costly.

Key Points to Remember

Frequently Asked Questions

Q: Will lodging a complaint affect my course completion or grades?

A: No. EduWire guarantees that complaining will not disadvantage you in any way. Your grades, assessment results, and course progress will not be affected.

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Q: Can I remain anonymous when I complain?

A: We prefer you provide your name so we can contact you with updates and explain our response. However, if you wish to remain anonymous, you can contact the National Training Complaints Hotline or ASQA, who will handle anonymous reports.

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Q: What if I disagree with EduWire’s response to my complaint?

A: You have the right to escalate to the National Training Complaints Hotline (13 38 73) or submit a tip-off to ASQA (www.asqa.gov.au/tip-off). ASQA may conduct an independent investigation.

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Q: How long will it take to get a response?

A: We aim to acknowledge your complaint within 1 business day and respond with a full investigation within 10-15 business days. Some complex complaints may take longer — we will keep you informed.

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Q: Can I appeal an assessment result even if I’ve already completed the course?

A: Yes. You can appeal an assessment result at any time, but we recommend lodging your appeal as soon as possible after receiving your result. If you left it much longer than 10 business days, please explain why when you lodge the appeal.

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Q: What if I have a complaint about something that happened a long time ago?

A: There is no formal time limit on complaints. However, the longer you wait, the harder it is for us to investigate (records may be archived, staff memories fade). Please lodge complaints as soon as possible.

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Q: Can I bring a support person to a meeting about my complaint?

A: Yes. If we ask to meet with you about your complaint, you are welcome to bring a support person (friend, family member, advocate, or lawyer). Please let us know in advance so we can arrange an appropriate meeting space.

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Q: What is the difference between a complaint and an appeal?

A: A complaint is about service quality, conduct, policies, or fairness in general. An appeal is specifically about disagreeing with an assessment decision (mark, grade, or finding of competency).

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Q: What happens if EduWire is found to have done something wrong?

A: If your complaint is upheld, we will take appropriate action such as: providing an apology, correcting the error, offering reassessment, changing a policy, or taking disciplinary action against staff. We will explain what we are doing to put things right.

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Contact Information Summary

EduWire Complaints and Appeals

Email: admissions@eduwire.edu.au
Phone: 1800 0 EWIRE (39473)
Address: 174 High Street, Preston VIC 3072
Hours: Monday to Friday, 9:00 AM to 5:00 PM (AEST)

External Escalation

National Training Complaints Hotline
Phone: 13 38 73 (free call)
Hours: Monday to Friday, 8:00 AM to 6:00 PM (AEST)
Website: www.training.gov.au/contact

ASQA (Australian Skills Quality Authority)
Tip-Off Form: www.asqa.gov.au/tip-off
Phone: 13 38 73
Email: contact@asqa.gov.au
Website: www.asqa.gov.au