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Complaint & Appeals Process

CLIENT GRIEVANCES AND APPEALS

If you have a complaint about us, our staff, other learners or a third party working on our behalf, Capital Careers has a formal and informal complaints and appeals policy which ensures a fair and transparent process for handling your complaint.

  1. In the first instance, clients are encouraged to address their complaint to the trainer/assessor, course coordinator or the Directors of the company.
  2. A formal complaint can be made in writing by using a ‘customer complaint form’  which is available from the front office or at the request of your trainer. Alternatively, the online form located in the contact us section of this website.
  3. All complaints will be referred to the Directors and resolved within 28 days
  4. The complainant will be given a written statement of outcomes
  5. Appeals are referred to an independent person or panel.

For continuous improvement purposes, Capital Careers keeps a register of all complaints and feedback received.

If you are dissatisfied with Capital Careers’ complaints process and feel that you haven’t been given a fair hearing, the next step is to contact the national registering body ASQA.  Alternatively you may contact the National Training Complaints Hotline on 13 38 73.

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