Customer satisfaction is extremely important to us
SM TAFE values compliments, suggestions and complaints as feedback. We are committed to addressing issues identified in the feedback in a transparent and timely manner.
Your feedback is welcomed on the services provided by SM TAFE, the conduct of our people, our learners and any services provided by a third party on behalf of the college.
What do we do with your feedback?
All feedback is used to maintain and improve the quality of our services. Go to our ‘Your feedback’ page to see the improvements we have made in response to feedback.
How do I provide feedback?
You can easily provide us with your complaint, compliment or suggestion using the online feedback form on the button below or call us on 1800 001 001.
You can also print and complete a hard copy feedback form available on the button below. Please attach a scanned copy of the completed feedback form to an email and send to email@example.com or mail to 1 Fleet St, Fremantle WA 6160.
Need assistance to provide feedback?
Please reach out to one of our support teams below if you require assistance to provide feedback:
If you have a disability - please contact our Student Support team.
- Phone: 1800 001 001 – ask for Student Support Services at your campus
- Email: firstname.lastname@example.org
If you are Aboriginal – please contact our Aboriginal Services team
- Phone: 1800 001 001 – ask for Aboriginal Services at your campus
- Email: AS.email@example.com
If you are under 18 years of age - please contact Duty of Care
- Phone 1800 001 001 – ask for Duty of Care
- Email: firstname.lastname@example.org
If you are an International student – please contact International Support Services
- Phone 1800 001 001 – ask for International Support
- Email: International.Students@smtafe.wa.edu.au
What you can expect when you submit a complaint?
Complaints will be treated as confidential and handled within the principles of natural justice and procedural fairness. All investigations and communications will be recorded and documented to provide a clear account of the complaint and our response.
Further information on our Complaints and Feedback policy can be found on the Policies, forms and responsibilities page.
Your complaint will be acknowledged in writing within five business days of it being lodged via the college website, in an email or as a hard copy. We aim to resolve any complaint within ten business days. Should more time be required you will be notified in writing with a revised response date and kept up to date regularly on the progress of the matter.
Appealing a complaint decision
You have the right to appeal a decision made about your complaint if you are dissatisfied with how your complaint was handled. You can lodge your appeal in writing to email@example.com.
If you remain unsatisfied with the outcome, you will be advised of relevant external bodies to contact.
For academic appeals, students may lodge an appeal against an academic result. Further information on academic appeals can be found on the Policies, forms and responsibilities page.