RTO Code 90171
Complaints process and appeals
MTC FutureReady is committed to delivering high-quality training, assessment, and learner support under the Smart and Skilled program and in full compliance with the 2025 Standards for Registered Training Organisations (RTOs). If you have feedback, a compliant, or wish to appeal a decision, our processes ensure fairness, transparency, and continuous improvement. All complaints are treated seriously and managed professionally to maintain integrity and trust.
Our Commitment:
- All complaints and appeals are handled professionally, confidentially, and promptly
- We uphold procedural fairness for all parties
- Outcomes are documented, communicated, and used to inform continuous improvement.
Student rights and obligation
As a student receiving government-subsidised training under Smart and Skilled, you have certain rights and obligations.
You have the right to:
- Expect that the quality of your training meets the standards, regulations and requirement set down by the Australian Skills Quality Authority (ASQA) and Smart and Skilled
- Be informed about the collection of your personal information and be able to review and correct that information.
- Access your training provider’s consumer protection complaints process
Your obligations include:
- Providing accurate information to the training provider
- Behaving in a responsible and ethical manner
Our Commitment:
All complaints and appeals are handled professionally, confidentially, and promptly
We uphold procedural fairness for all parties
Outcomes are documented, communicated, and used to inform continuous improvement
Complaints
Any individual engaging with MTC FutureReady services has the right to lodge a complaint at any time if they are unsatisfied with the quality of service provided. We have a formal Complaints Policy and Procedure P 043 RTO Complaints and Appeals and SOP 017 Client Compliments and Complaints Handling which outlines our approach to resolving any complaint raised by any individual.
You have the right to make a complaint if you are unsatisfied with course and enrolment advice:
- Training delivery (classes, lessons, materials);
- Assessment results
- Certificates and/or Statements of Attainment;
- How the participant is treated by the Trainer/Assessor, or others in class
- Handling of participant’s personal (including sensitive) information;
- Work Health and Safety; or
- Access and equity.
MTC FutureReady is committed to resolving complaints in a reasonable timeframe and without avoidable delay. While we aim to respond to all complaints promptly, some may require more urgent attention, and others may take longer to resolve depending on complexity. We have a formal Complaints policy and procedure P 043 RTO Complaints and Appeals and SOP 017 Client Compliments and Complaints Handling, which outline our approach to resolving any complaint raised by students and other clients.
If you are dissatisfied with the result of our process you may also contact the Smart and Skilled customer support centre to seek assistance, ask for advice, make a compliant or provide feedback. You can do this by emailing [email protected], over the phone on 13 28 11, or in person at a Training Services centre. To find your nearest centre, please visit https://education.nsw.gov.au/skills-nsw/contact-us.
- In relation to consumer related issues, the person may refer their complaint to the NSW Office of Fair Trading,.
- In relation to the delivery of training and assessment services, the person may refer their complaint to the National Training Complaints Service via the following phone number: 13 38 73 or visit the website at https://www.dewr.gov.au/national-training-complaints-hotline .
- In relation to complaints about the RTO and have gone through the appeals process, students can refer a complaint the regulator, ASQA; https://www.asqa.gov.au/about/complaints/complaints-about-training-providers
- In relation to matters relating to privacy, the person may refer their complaint to the Office of the Australian Information Commissioner via the website; https://www.oaic.gov.au/privacy/privacy-complaints
- In relation to matters relating to discrimination, the person may refer their complaint to the Anti-discrimination board of NSW; https://antidiscrimination.nsw.gov.au/
Remember, it is against the law for anyone to victimise you for making a complaint.
Please click here to view our Complaints Poster.
If you are satisfied with the result at any stage of the process, the complaint will end, and you do not have to do anything else.
Assessment appeals procedure
Upon completion of your assessments, your Trainer/Assessor will inform you of the assessment outcome and provide you with feedback on your performance. You have the right to appeal an assessment decision if you feel that it was wrong or unfair. In such instances, you can lodge an appeal in writing within ten (10) days of receiving your result. We will endeavour to have the work re-marked by a different trainer within two (2) weeks of the appeal application, and the Registered Training Organisations (RTO) Operations Manager will conduct the final review.
MTC FutureReady takes all assessment appeals seriously and handles them in a timely, professional and confidential manner.
We take all assessment appeals seriously and handle them in a timely, professional and confidential manner. For more information about the assessment appeals process, please click to view our appeals process and process flowchart. You can also download the Assessment Appeals Form online.
MTC FutureReady has the Assessment Appeal Procedure available on the MTC FutureReady Website ET SOP 046 Assessment Appeal Procedure
We take all assessment appeals seriously and handle them in a timely, professional and confidential manner.
For more information on Smart and Skilled Consumer protection, please visit https://education.nsw.gov.au/skills-nsw/students-and-job-seekers/support-to-help-with-your-studies/smart-and-skilled-consumer-protection#Student3