How to raise a complaint or appeal about CC Education services, and where to escalate provider, privacy and accessibility concerns.
CC Education, part of Career Calling International Pty Ltd (ABN 53 162 651 238) and CAQA Groups, welcomes complaints, appeals and feedback about this website and the services offered through it. We treat every complaint as an opportunity to fix a problem for you and to improve the way we support learners, career changers, international learners and employers who use this site to research courses, pathways and career-readiness options.
You can use this process to raise concerns about any service offered on this website, including course matching and pathway advice, the handling of an enquiry or referral to a course provider, the accuracy or currency of course and pathway information published on the site, the conduct of our advisers, the handling of your personal information, or an accessibility barrier you experienced while using the website. You can also use it to give general feedback or suggest an improvement.
You can lodge a complaint or appeal, at no cost, in whichever way suits you: by email to info@caqa.com.au, by phone on 1800 266 160, through the form on our contact page, or by mail to 2/10 Lawn Court, Craigieburn, Victoria 3064. Please tell us what happened, when it happened, who was involved, what outcome you are seeking and how you would like us to contact you. You may ask someone else, such as a family member, support person or advocate, to lodge a complaint on your behalf with your consent.
We aim to acknowledge every complaint within two business days of receiving it. A team member who is able to deal with the issue will investigate, which may involve reviewing your enquiry records, speaking with the people involved and, where relevant, contacting a course provider with your permission. For straightforward matters we aim to give you a written outcome within ten business days; if a matter is complex we will tell you why and keep you informed of progress. Lodging a complaint will never disadvantage you, and we handle complaint records confidentially in line with our Privacy Policy.
If you are not satisfied with the outcome of a complaint, you may appeal within twenty business days of receiving our decision by writing to info@caqa.com.au and stating why you believe the outcome is wrong. Your appeal will be reviewed by a senior person who was not involved in the original decision. We will confirm the appeal outcome to you in writing, including the reasons for the decision.
If your complaint is about a course provider you enrolled with after a referral from this website, for example about tuition, assessment, fees, refunds or support services, the provider's own complaints and appeals process is the correct first step, and we can help you find and use it. If the provider does not resolve the matter, external avenues may be available, including the Australian Skills Quality Authority for registered training organisations, the Tertiary Education Quality and Standards Agency for higher education providers, the relevant ombudsman for your state or territory, and the Commonwealth Ombudsman's overseas students function for international learners.
If your complaint concerns the handling of your personal information, you can contact our Privacy Officer at complaints@careercalling.com.au or by mail to 2/10 Lawn Court, Craigieburn, Victoria 3064. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
If you experienced difficulty accessing any part of this website, or need information in an alternative format, contact us using any of the methods above and we will provide the content in another reasonable format. Our Accessibility Statement explains our accessibility target and the measures we take. Unresolved disability access concerns may be raised with the Australian Human Rights Commission.
There is no fee to complain or appeal. We record complaints and their outcomes so that recurring issues are identified and fixed, and we use de-identified complaint information to improve our advice, our referral practices and this website. If we got something wrong, we will say so, put it right where we can, and tell you what we have changed.
