How do I raise a complaint?
How to raise a concern and what to expect from the process.
Onfit Training College values feedback and encourages students to raise concerns or complaints. All complaints are handled fairly, respectfully, and without bias. Students who make a complaint will not be disadvantaged or treated unfairly in any way.
Step 1 — Try to resolve it informally first
In many cases, concerns can be resolved quickly by contacting the relevant team directly. If your complaint relates to:
- An assessment outcome — email education@onfit.edu.au
- An admin or fees matter — email admin@onfit.edu.au
- Any other concern — call 1300 557 637 or use the booking system
If you are not satisfied with the outcome of that conversation, proceed to a formal complaint below.
Step 2 — Lodge a formal complaint
Formal complaints are submitted via Onfit's online complaints form:
When completing the form, include as much detail as possible — dates, names (if relevant), and a clear description of the issue and what outcome you are seeking.
What happens after you submit
-
Acknowledgement: You will receive written acknowledgement of your complaint within 5 working days of it being received.
-
Investigation: Your complaint is reviewed impartially and independently of the matter being raised. All parties involved are required to maintain confidentiality.
-
Outcome: Most complaints are resolved within 14 days. You will be kept informed of progress throughout and notified of the outcome in writing.
-
If it takes longer: If your complaint requires more than 60 calendar days, Onfit will notify you in writing with the reasons why and provide regular updates.
Further Information
For the full Complaints and Appeals Policy, including definitions, your rights, and detailed procedures, refer to the Student Handbook.