QAS Support

Australian Apprenticeships Centres Code of Conduct

The Australian Apprenticeships Centres Code of Conduct applies to all Australian Apprenticeships Centres (such as Queensland Apprenticeship Services [QAS]) and their staff and represents the minimum standards to be applied in all our dealings with employers, Australian Apprentices and other interested parties. It aims to ensure that we deliver high quality support services with high standards of ethical behaviour, which is exhibited to all parties concerned.

A copy of the Code of Conduct is displayed at each office and is available on request by contacting 1300 360 955.

What action can I take if I disagree with a decision related to my Australian Apprenticeship?

To ensure that all complaints are dealt with fairly and equitably, QAS has developed a Complaints Resolution Process which provides you, your employer and any other interested party with an opportunity to complain, query or provide feedback on the services received or any other aspect of your apprenticeship or traineeship. Issues that may be raised, but are not restricted to include:

Breaches of the Australian Apprenticeships Code of Conduct
Issues relating to the quality of services or information provided by QAS
Breaches of privacy

You can register a complaint with QAS

Phoning your local QAS office directly or QAS Head Office
Write to the Service Centre Manager - PO Box 2263, Fortitude Valley BC QLD 4006
Emailing your complaint to resolve@qas.org.au
Call the Australian Apprenticeships Client Support Line on 1300 367 847 (run by the Department of Education, Employment and Workplace Relations [DEEWR]), who will forward your complaint on to QAS for a resolution

When QAS receives a complaint, it is entered directly into a complaints register which is held at the office that the complaint was made. Once the complaint is registered, a copy of the complaint is issued to the relevant Manager who will take the appropriate action to resolve the complaint. Any actions taken are entered into the complaints register.

If the resolution proposed by QAS does not meet your satisfaction, your complaint can be referred to:

DEEWR for further investigation
your local Queensland Department of Employment and Training [DET] office
the Apprenticeship and Traineeship Ombudsman
the Industrial Commission

Complaints against your Training Provider

If you have a problem with the training provided by your Training Provider you should first try and resolve the issue with them directly. If you are not satisfied with the response they provide, you can contact the DET on 1300 369 935.

National Training Complaints Hotline

If you are not happy with the resolution provided by your Training Provider or DET, contact the Australian Government's National Training Complaints Hotline on 1800 000 674.

Your Privacy

At the end of the apprenticeship or traineeship or if so advised by DEEWR, QAS is required to provide DEEWR with all Australian Apprenticeship Services Client Records, including sensitive personal information. These documents will not be used by DEEWR without your written consent.

If you believe there has been a breach of privacy, please follow the Complaints Resolution Process instructions, listed above. If there has been a breach, QAS will immediately notify DEEWR of the unauthorised disclosure, in order to undertake further investigation.

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