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Your rights and responsibilities

Find out all the information you need to help you understand your rights and responsibilities at SM TAFE while you study. 


    Please read through these important student policies and the Enrolment Terms and Conditions (117 KB) (PDF document - opens in a new tab)  to ensure a positive learning experience.


    We are committed to providing quality assessment to students enrolled in vocational education and training programs. As a student you may appeal an assessment task outcome or the final result for a unit/module if you believe that the assessment and process was unfair or incorrect. 

    Before you lodge a Formal VET Academic Appeal

    You must:

    If you are dissatisfied with the outcome of the informal review, then you may lodge a formal VET academic appeal. 

    As part of the formal VET academic appeal process you will need to:

    • Lodge an appeal for each unit/module you believe is unfair or incorrect within 20 working days of receiving your individual assessment task result or final unit outcome.
    • Complete the formal VET academic appeal form, and
    • Provide evidence of why you believe the outcome was unfair or incorrect.

    The evidence you submit should relate to the basis for the appeal. The information below provides guidance on the basis for appeal and what evidence you will need to provide.

    1. The assessment method was different from the description given in the delivery and assessment plan
      • A copy of the delivery and assessment plan provided by your lecturer.
      • A brief explanation of how the assessment differed from the description given in the delivery and assessment plan.
    2. The assessment criteria used to mark/evaluate your assessment was different to the agreed assessment criteria provided in the delivery and assessment plan
      • A brief explanation of how the assessment criteria differed from the description given in the delivery and assessment plan or assessment instructions/questions.
    3. Unfair or biased application of the assessment criteria
      • A brief description of how your work meets the assessment criteria.
    4. Your final result is not equal to the individual assessment components undertaken throughout the unit
      • Evidence of each assessment result undertaken as part of this unit.

    How to make an appeal

    Follow the above instructions in compiling your evidence for your appeal, then complete the below online academic appeals form. Alternatively, you can submit printed copies at any of our customer service centres.

    Academic Appeals Form(opens in a new tab)
    Once you have submitted your appeal

    We will acknowledge your request in writing and seek to finalise your appeal as soon as practicable.

    The Academic Appeals Committee will be convened to review your appeal and you will be notified of the outcome within 20 working days of lodging your formal appeal. You may be asked by the committee to provide further evidence to support your appeal.

    If you are unhappy with the outcome of the formal academic appeal then an appropriate, independent external party will review the decision.

    The student code of conduct outlines the expected standard of behaviour for students.
    In general it is expected that as a student you will:

    • Be responsible for your study program.
    • Treat staff and fellow students with courtesy and consideration at all times including refraining from any activities that may be construed as harassment including bullying and cyber-bullying.
    • Maintain a reasonable standard of grooming, including appropriate standards of hygiene and clothing.
    • Take reasonable care of our property, equipment, and facilities.

    Sanctions, such as revoking computer or library privileges, withholding results, and suspension or expulsion from SM TAFE, may be applied where students fail to conduct themselves in an appropriate manner. Our by-laws provide further information on what is expected of students and the penalties that may be applied.

    If you are unsure about what is the right thing to do in any circumstance, you are encouraged to ask advice from our staff. Note: TAFE policy is not limited to the statements in the code of conduct. There are a range of other policies and procedures that may be applied when appropriate to a particular circumstance.

    The conduct expected of a student is outlined in more detail below.

    Dress standards

    Students are expected to dress in a manner that is neat, clean and safe at all times, as would be expected in the workplace. You are also expected to wear any protective equipment or other attire as required by your course.

    Alcohol and drugs on our premises

    Students are not allowed on our premises or to use our facilities while adversely affected by alcohol or other drugs. The possession, use or sale of illicit substances on our premises is forbidden.

    Smoking on our premises

    Smoking is forbidden on our premises and facilities, including all outdoor areas.

    Eating and drinking on our premises

    Eating is restricted to the canteen and communal, uncarpeted areas and is not permitted in classrooms or the libraries.

    Occupational health and safety

    We are committed to promoting a safe and healthy work and study environment and recognise our obligation under the Occupational Safety and Health Act 1984 to, so far as practicable, provide and maintain a working environment where its employees and students are not exposed to hazards. The act also requires individuals to take responsibility for contributing to their own safety in all circumstances.

    Conduct dangerous to others

    Conduct, which constitutes a danger to anyone’s health, safety or personal wellbeing, will not be tolerated. It includes physical abuse, threatening behaviour, harassment, discrimination, possession of dangerous weapons, or the creation of a condition that endangers or threatens the health, safety or wellbeing of self or others.

    Unacceptable behaviour

    Conduct which disrupts staff and hinders them from delivering education and training programs and services or other services in an orderly manner is a breach of our bylaws. This applies not only in classrooms, but during field trips or on work placements. Any individual or group behaviour, which is abusive, indecent, violent, excessively noisy, disorderly, dangerous, offensive or which unreasonably disturbs other groups or individuals is prohibited.

    Misuse of our property

    Any act of misuse, vandalism, theft, malicious or unwarranted damage or destruction, defacing (including graffiti), disfiguring, or unsafe or unauthorised use of property is a violation of the student code of conduct.

    Compliance with published policy

    Policies have been developed to guide students in the use of some of our facilities. You should make yourselves familiar with these policies, as you are required to comply with them if you use those facilities.

    Academic misconduct

    Academic misconduct includes:

    • Regular lateness in attending classes and lateness in submitting assignments and assessable work.
    • Failure to attend classes or other contact sessions and failure to submit assessable work according to deadlines.

    Academic misconduct also includes:

    • Cheating
      • Cheating means gaining an unfair advantage in an assessment by deception or a breach of the rules governing the assessment.
    • Plagiarism
      • The term plagiarism refers to taking and using another person's ideas, writing or inventions as your own and failing to acknowledge the source and is not acceptable.


    You may only copy materials in accordance with the Copyright Act 1968 and you must comply with licences for the use of intellectual property, including software. If you repeatedly use the South Metropolitan TAFE ICT network to infringe copyright, your ICT network access privileges may be suspended.


    As an enrolled student, you may be required to attend practical work experience placements as part of your studies. In the course of these placements, you may become familiar with information that is confidential to that workplace. You must not divulge any information that you may become aware of as a result of a placement.

    COVID-19 Safety

    The State Government has introduced a range of measures to limit community transmission of the COVID-19 virus.

    To protect the health and wellbeing of our students and staff, all students must adhere to all State Government health advice and follow all COVID-19 safety plans. This may include restrictions and mandates which may change during your enrolment.

    Further information on COVID-19 advice is available on the in a new tab) website.


    Behaviour contrary to the student code of conduct often also constitutes a breach of our bylaws. There are a number of sanctions (penalties) that can be imposed on people who breach these bylaws including fines, suspension, expulsion or other exclusions, and withholding results.

    Serious offences such as assault, theft, willful damage and unlawful activities are highly likely to attract a suspension or even expulsion.

    For a serious offence, suspension may be applied immediately, impacting on your ability to continue or complete your studies.

    For minor breaches of the code of conduct you will receive a warning asking you to rectify your behaviour. This may be a verbal reminder of the expected behaviour or an official written warning. Sanctions may be applied, including suspension, for consistent minor breaches of the code of conduct.

    You should be aware that external authorities, such as the police, may be involved, in addition to any action taken under the bylaws, where a student’s conduct breaks the law.

    Further assistance

    If you have concerns about any aspect of our service, or suggestions about improving services, we want to know about them. You can bring your concerns or your suggestions to the attention of relevant staff by completing our complaint or suggestion form or ask for a hard copy at the customer service centre at any campus.

    If you have any questions about the matters covered in the student code of conduct, you should ask your lecturer or another staff member for assistance. Security staff are also available at some campuses to protect both property and people. They are available to you for assistance in any matter of access or security. Security staff will contact police and other emergency services if necessary.

    We provide access to computer network resources such as internet, wireless and database systems for our students and some external affiliates for the purpose of conducting college business. These systems are subject to terms and conditions contained in our core policy documentation and those items listed below to ensure that our network is used securely and efficiently.

    The aim of these guidelines is to ensure the secure and appropriate use of our systems, applications and network infrastructure. 

    Terms and conditions

    • No person shall use or access our network and internet services other than in accordance with these terms and conditions.
    • No person shall use or access our network or internet services unless duly authorised by us. It shall be the responsibility of any person wishing to use or access the network and internet to obtain the proper authority.
    • No person shall use or access our network or internet services except for purposes reasonably connected with that person's business association with us.
    • No person shall divulge a password or code enabling access to the network unless explicitly authorised to do so by us.
    • All persons using or accessing our network and internet services must take reasonable precautions at all times to secure their password, password device, account, software and data.
    • No person shall use the password or code of another person to gain access to the network unless explicitly authorised to do so by us.
    • No person shall examine, modify, disclose, copy, rename, delete or attempt to examine, modify, disclose, copy, rename or delete the data or programs of another person, stored on the network or internet services unless permitted to do so by that other person or unless explicitly authorised by us.
    • No person shall modify, alter, damage or destroy any computing and network facilities, computer software, network devices, whether owned by us, including any items or equipment to which access is given by or through us.
    • No person shall connect any item of computing or network equipment to or install any software on any SM TAFE computing facilities unless explicitly authorised by us.
    • No person shall on or in connection with the network and internet services use any software which has been unlawfully obtained.
    • No person shall interfere, deliberately or unintentionally, with the reasonable use of the network or internet services or any associated computing facilities.
    • No person shall use SM TAFE computing facilities for political lobbying or to express personal opinions on the behalf of SM TAFE.
    • No person shall use the network for the purpose of sending or attempting to send obscene, abusive, fraudulent, threatening, harassing, defamatory or unnecessarily repetitive messages.
    • All persons using or accessing the network and internet services shall comply with all laws, acts, statutes, rules, regulations, orders and any licences relating to the use or access of that facility.
    • SMTAFE, or any person explicitly authorised by us, may examine any data stored (including email) on, or any software used in connection with the network and internet services for the purpose of ensuring that the use of the network and internet services complies with these terms and conditions, any licences and any other law, act, statute, rules, regulations, ordinances and bylaws for the time being in force.
    • Any person who identifies a security breach or vulnerability in the network and internet services must immediately notify us by any means available. The problem must not be communicated or demonstrated to others.
    • No person shall log in, or attempt to log in, in such a manner as to gain administrative or elevated security privileges.
    • At the cessation of employment or business relationship with SM TAFE, access to the network and internet services will be revoked and all associated data (including email) disposed of in accordance with records management policies and procedures.

    Any breach of these terms and conditions, or on the directive of a SM TAFE executive officer, may result in access to the network and internet services to be revoked at any time and without notification.

    We give no warranties of any kind, whether express or implied, in respect of the network service provided and accepts no liability or responsibility for any loss injury damage cost or expenses suffered or incurred by users, including (without limitation) loss of data, delays, non-deliveries, mi-deliveries or service interruptions whether resulting from service faults or defects or the negligence, error or omission of any person or body. The use by any person of information obtained via the SM TAFE internet service is entirely at that person's own risk and we expressly deny and disclaim all responsibility for the accuracy, fitness for purpose or quality of information obtained through our internet services.

    Policy documents
    For accessibility and ease of reading, use the top purple button below to read extracts from the ICT policies with only relevant information for students. The additional buttons can be used to download the full policy documents.

    1.1 User Acceptance & Agreement

    1.1.1 Context
    Our voluntary Bring Your Own Device (BYOD) program allows staff or students to use their personal equipment to access our systems and email. The program will not affect the allocation of equipment in PC's, laptops and SM TAFE provided mobile devices.

    1.1.2 Acceptance of policy
    Staff who wish to register their Personal Mobile Device (PMD) under the BYOD framework will accept all terms and conditions in this policy. Staff who connect any PMD device to the staff wireless network also accept the terms of this policy. Students who connect a PMD up to the student wireless network accept the terms of this policy.

    1.1.3 Acceptance of SM TAFE Acceptable Use Policies (AUP's)
    Acceptance of this policy is also acceptance of the wider framework of our information services AUP's as listed in this policy and the acceptable use policy. Any breaches of this policy will result in termination from the BYOD program and may result in disciplinary action under the staff or student code of conduct policies.

    1.1.4 Data responsibility / backups
    We are not responsible for the backup or recovery of data on any PMD used within the BYOD framework. The responsibility for any personal data remains with the employee or student. If required to delete SM TAFE data from a PMD, we will not compensate for that loss of data. We will not install any application software (e.g. iTunes) on TAFE assets for the purpose of backing up PMD data. 

    1.1.5 SM TAFE/ employer device control
    By default we will also have access to other information on the device including hardware details, GPS data, geotracking information, operating system, other installed applications, mobile service numbers, and location services on that device.

    We will have the ability to completely wipe the PMD if required and/or reserve the right to remove any staff or student from the BYOD program, if necessary.

    1.1.6 Data privacy
    South Metropolitan TAFE's data is restricted to designated ICT personnel for audit, support and compliance.

    1.1.7 Legal
    Employees and students who utilise the BYOD program must be aware that in the case of legal action or police investigations PMD's may be confiscated as a result of an enquiry or criminal investigation as per the external authorities’ processes.

    1.1.8 PMD lost, broken or stolen devices
    We are not responsible for any damages, insurance, theft or loss of PMD on its campuses. Any loss or damage to personal devices is the staff or student’s responsibility, and suitable insurance or protection is the responsibility of the user.

    1.1.9 PMD device costs
    Personal device usage, and all associated costs and charges are the responsibility of the staff member or student. Any staff member that is using a PMD does so through their own choice and must contact their section manager if they believe their PMD usage is sufficiently work related.

    The section manager may then determine if a TAFE mobile device is required. We are not responsible for any associated costs of a staff or students PMD. This includes but is not limited to any insurance, damages, warranty, legal, data plans, exceeding data caps, PSD memory, accessories and peripherals.

    1.2 Support

    1.2.1 Best Effort Support Model
    Our Information Services provide a "Best Effort Support Model" in regards to staff and student PMD's.

    Best effort is defined as our Information Services providing reasonable remote assistance for staff and our LRC's supporting students. Under the support model the following services are supported:

    • Troubleshooting for wireless connectivity to the guest staff and student wireless networks.
    • Configuration and login to the VMware view remote desktop solution for staff.

    All other support and application issues with a PMD remain the responsibility of the employee or student using a PMD.

    1.2.2 Application Support
    Our Information Service's standard operating environment and applications suite will only be supported via our VMware View remote desktop solution. Access to all applications, e.g., Student Management System will only be supported under this platform.

    1.2.3 Application Costs
    We will not pay for or reimburse any application costs for a PMD device. We are under no obligation to cover the application costs as the program is voluntary. This includes email clients for the PMD.

    1.2.4 Preferred Models
    Our preferred models of PMD for ease of support include:

    • Apple iPhone and iPad utilising iOS 12.1 (or above)
    • Windows 10
    • Android 64.0 tablet and smartphone supporting proxy internet services.

    If your PMD android device cannot support proxy services, you will not be able to use the BYOD internet service. This is a limitation of the software platform.

    1.2.5 Support
    Our Information Services has limited support capabilities for BYOD. All documentation will be provided on the TAFE's intranet, internet site and on the wireless network's login page. 
    1.2.6 Loan Pool Devices

    We will not have a loan pool of devices in the case of loss or damage to a PMD.

    1.2.7 User Etiquette
    Staff and students utilising a PMD should observe use restrictions and appropriate etiquette to ensure safety, courtesy, respect and privacy for themselves and others. As PMD and smartphones can create a disturbance, custodians should ensure appropriate and discrete use of their PMD to minimise the inconvenience to others and ensure their conversations remain private.

    1.3 Security (Physical, Data & Network)

    1.3.1 Staff using a PMD and accessing SM TAFE data or email shall ensure the physical security of the device and immediately report any loss, theft or damage to their section manager and Information Services, and where appropriate to the police and report if the device contains any corporate data or email. If the PMD and/or related equipment are subsequently found, the custodian must immediately notify those parties originally advised of the loss or theft.

    1.3.2 PMD owners shall ensure the physical security of the device if it contains our data or email. Owners must ensure that all College data is permanently removed from devices prior to leaving the organisation.

    1.3.3 Staff using a PMD and accessing our data or email will have a device password/PIN and timeout setting enabled. The time out setting for the device to go into lock mode must not exceed 10 minutes. It is a requirement that owners of private mobile devices that contain our data do not alter or disable this policy setting.

    1.3.4 SM TAFE reserves the right to interrogate PMD's that attempt to connect the SM TAFE's network, email system or use the TAFE's data push service. Devices deemed a security risk will be prevented from accessing SM TAFE's network.

    1.3.5 Some mobile devices contain portable storage devices (PSD) such as flash memory cards that can be used to store data. Staff and students are to ensure the physical security of privately owned PSD's if they contain our data. Staff and students should consider implementing data encryption on PSD's dependent on the nature of the data stored. Information Services can provide advice in terms of encryption options.

    1.3.6 Sensitive College data is not to be stored on PMD's. This includes data relating to sensitive staff matters, student personal details, ministerial inquiries, organisational planning, budget papers etc. Staff must consult with their manager if they are not sure what constitutes sensitive data.

    1.3.7 Network security credentials (e.g. username and password) must not be stored locally on the PMD unless authorised by the director Information Services. This includes both College issued and privately-owned mobile devices.

    1.3.8 PMD's are only permitted to access the guest wireless networks designated for that wireless domain. PMD's are not permitted to be connected to the corporate/academic wireless networks, the wired networks, or plugged into any physical network point in the organisation.

    1.3.9 PMD's owners are to ensure that devices are updated regularly and should update applications and operating systems to the latest approved updates and security patches. ICT will not support jail broken IOS or root broken android devices.

    Safety and health

    We are committed to achieving the highest standards of occupational safety and health. We aim to provide a healthy and safe working environment by eliminating any conditions that could result in personal injury or ill health.
    This cannot be achieved without the commitment and cooperation of staff and students, together we have a collective responsibility and duty of care to comply with our occupational safety and health policies, procedures and guidelines.

    This page provides more detailed information on how you can contribute to the safety and health of yourself and others while studying with us.

    Duty of care

    It's our legal duty of care to make sure that we undertake our work in a safe manner, without detriment to ourselves or others.

    This means that staff and students:

    • Share the responsibility for safety and health in the workplace.
    • Have to be familiar with safety and health policies, procedures and instructions and comply with them.
    • Should take reasonable care of themselves and others in the workplace by being aware of the effects of their actions.
    • Have to cooperate with College staff.
    • Are obliged to report all potential hazards, incidents and injuries, and
    • Should know who the safety representative is in their location (every campus has an elected or nominated safety representative).

    This legal duty of care will also carry through to students' current and future workplaces as a part of everyday work practices.

    If you see something that you think could harm yourself or others and you cannot eliminate the risk, tell your lecturer, the safety representative, another staff member or security about it. Please do not ignore it!

    Safety induction

    We require that all students who are new to campus or work area receive a safety induction by one of our lecturers. During a safety induction, safe working procedures are explained and students are made aware of specific workplace safety hazards.

    As a new student, familiarise yourself with any known hazards and identify them prior to commencing work.

    It is vital that you DO NOT perform any tasks for which you haven't received the appropriate information, instruction and supervision for.

    Emergency evacuation

    In the event of an emergency you will be required to follow the emergency evacuation procedure for your workplace.

    'Location Building Evacuation Plans' are strategically placed on the walls or back of doors in work areas on campus. Your evacuation pathway and nearest emergency assembly area is clearly marked on these plans.

    We have nominated wardens throughout the workplace whose role is to help you exit safely from the building in the event of an emergency evacuation. Wardens can be clearly identified by their orange high-visibility vest and/or red helmet.

    In the classroom your lecturer is the warden. It is important that you respond to an emergency evacuation request immediately and follow the warden's instructions.

    Make sure you familiarise yourself with emergency alarms, exits and assembly areas in all areas that you go to.

    First aid

    First aid facilities are provided at various locations on campus. Any student that requires first aid assistance should contact the designated first aid officer. Make sure you familiarise yourself with the location of the first aid kit/room and who your nearest first aid officer is. If you are unsure ask your lecturer.

    Accident and incident reporting

    Under the Occupational Safety and Health Act 1984 it is a requirement to report all accidents and incidents in the workplace.

    All accidents and incidents must be reported using an accident incident report form, which is available from your lecturer or any staff member.

    Chemical management

    It is important to use chemicals and other hazardous substances in a safe manner.

    A Material Safety Data Sheet (MSDS) must be kept in close proximity to any chemical used and stored on site. The MSDS must be read prior to use of the chemical and must be readily available in the event of a spill or other emergency.

    A chemical manifest is kept on each site and, in accordance with statutory regulations, all flammable materials and substances must be stored in a secure, enclosed and isolated area, away from all sources of ignition.

    For more information about the management of chemicals speak to your lecturer.

    Personal protective equipment (PPE)

    In designated work areas you must wear personal protective equipment and clothing.
    At a minimum, you must at all times wear appropriate footwear while on campus, or while engaged in TAFE activity off-campus.

    Be aware that some areas, such as workshops, are restricted. These areas have mandatory safety policies and dress standards. Any student failing to comply will be refused entry to the workshop.

    If you are unsure of the personal protective equipment requirements in your area contact your lecturer.


    You are expected to adopt a 'clean up as you go' approach as this will ensure that work areas are maintained in a tidy and safe condition.

    This practice promotes safety and good housekeeping and includes:

    • Returning all tools to their correct location after use.
    • Rolling up hoses after use.
    • Cleaning spillages as they occur.
    • Keeping access and exits  clear at all times.
    • Guarding or barricading hazards.
    • Keeping flammable liquids contained in appropriate flammable storage cabinets.
    • Ensuring electric cables and cords do not lay across passageways.
    • Securing torn carpets.
    • Storing away all equipment, materials, resources, files and documents after use.
    • Turning off electrical appliances at night.

    It is important that you familiarise yourself with your working/learning environment and help keep it clean, organised and clear of rubbish as this will help reduce the potential of an accident occurring.


    We are a no smoking site. By providing a smoke free working and learning environment we aim to reduce potential health risks to staff, students and visitors.

    Drugs and alcohol

    You should be aware of the effect of alcohol and other drugs on your ability to work and study safely.

    The use of alcohol and other drugs (including any medications) can impair your ability to work and/or study in a fit, alert and safe manner.

    You must not attend classes or take part in any other TAFE activities while intoxicated by alcohol or other drugs.

    Medications and non-prescription drugs
    You must ensure that your ability to work or to safely carry out TAFE related activities is not affected by any medication or (non-prescription) drugs. If you suspect your behaviour and/or ability to work could be affected you should inform your lecturer or manager before commencing work or class.

    Reporting medical conditions
    Please notify your lecturer and fellow students of any medical condition they may need to know about. All information provided will be treated confidentially.

    Harassment and violence

    We aim to provide the best physical and learning environment for its students and will correct any instances of unlawful behaviour.

    Harassment, violence and abuse of any kind is totally unacceptable and will not be tolerated. 

    You are actively encouraged to report to your lecturer, supervisor, or manager any incidence of physical or verbal abuse on campus premises. You should always avoid provoking or placing yourself in confrontation situations. If you feel threatened, in danger or witness violence to someone else, alert security immediately.

    Ambulance cover

    In the event of a student requiring emergency medical treatment, we have a duty of care to call an ambulance. As the cost of the ambulance and any medical expenses are not covered by us, we strongly recommend that all students obtain personal health insurance and ambulance cover.


    We have adequate insurance cover for the event that a student or apprentice injures themselves while in the classroom or on campus grounds.

    Students are responsible for their own medical costs. However if they are of the opinion that the TAFE was negligent and responsible for their injury, they can lodge a claim seeking damages through our liability insurance.

    We hold an insurance policy and provide personal accident insurance for students on work experience programs.

    Registered apprentices who injure themselves while on campus are covered under the provisions of their employer's workers compensation system and can make claim via this system.

    SM TAFE has by-laws that are made under section 44 of the Vocational Education and Training Act 1996. These by-laws articulate a number of rules pertaining to conduct and actions of enrolled students, staff, and visitors to SM TAFE and its campuses and delivery sites. The by-laws include regulations on general conduct, student associations, conduct on college land, and traffic control. 

    A person who contravenes the SM TAFE By-Laws (271 KB) (PDF document - opens in a new tab)  may be issued with a penalty as outlined in section 20 of the by-laws. 

    The Western Australian Freedom of Information Act 1992 ("the FOI Act"), gives right of access to information held by South Metropolitan TAFE. The FOI Act requires South Metropolitan TAFE to make available details about the kind of information we hold and enables persons to ensure that personal information held by South Metropolitan TAFE about them is "accurate, complete, up to date and not misleading".

    This Freedom of Information Statement (166 KB) (PDF document - opens in a new tab)  is provided in accordance with the requirements of Section 94 of the Act.

    The following links have more information on how to make a Freedom of Information request:

    For more information

    FOI Coordinator
    South Metropolitan TAFE
    1 Fleet Street
    Fremantle WA 6160

    Phone: (08) 9267 7777


    The College is committed to providing a customer-centric culture that aims for first contact resolution to satisfy a customer’s request. However, at times, a customer’s expectations or demands may exceed SM TAFE’s ability to deliver.

    This includes former students, individuals not currently enrolled and visitors to SM TAFE that display unreasonable conduct.

    Customers have a right to expect:

    • Friendly, courteous, and respectful customer service.
    • Accurate information or an explanation in relation to their enquiry.
    • Action taken to resolve their issue or address their concerns.
    • The situation to be dealt with quickly, fairly, and appropriately.

    Customers are encouraged to register complaints and feedback

    Where customers are not satisfied with the level of service or advice provided, College staff will direct the customer to SM TAFE’s Complaint Management Policy and provide information on how to make a complaint.

    Unreasonable conduct will vary according to the circumstances but could include:

    • Customers that are aggressive in providing feedback regarding a service or transaction with the College.
    • Customers that display rude behaviour or make unreasonable demands whether made in person, on the telephone or via digital communications including email and social media.
    • Customers that display threatening or violent behaviour. Threatening behaviour may include threats made against property or person of physical or sexual violence.
    • Customers who demand services or outcomes that the college is unable to meet.
    • Customers who cannot be satisfied.

    SM TAFE staff have a right to expect respect, cooperation and courtesy from customers

    SMTAFE staff have a right to limit or cease communications with customers who display unreasonable conduct, are unreasonably persistent, rude, abusive or aggressive or who cannot be satisfied.

    Further information throughout our website