You can raise a concern about anything related to your experience with TGDS. Common complaints include:

• Assessment decisions or grading (you disagree with a result)
• Tutor responsiveness or communication (slow replies, unclear feedback)
• Course materials (quality issues, errors, outdated content)
• Technical issues (Schoolyard access problems, software difficulties)
• Administrative errors (incorrect records, billing mistakes, certificate delays)
• Discrimination, harassment, or unfair treatment (we have zero tolerance for this)

If something’s not right, speak up. We want to know.

Step 1: Informal Resolution (Try This First)

Most issues can be resolved quickly by talking directly to the person involved.

• Email your tutor or the relevant staff member
• Post in the Forum if it’s a general concern
• Usually resolved within 1-2 days
• No formal record—keeps it simple

Example: “My tutor hasn’t responded to my assessment in 5 days” → Email tutor directly first.

This works most of the time. But if it doesn’t…

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Step 2: Formal Complaint

If informal resolution doesn’t work, submit a formal complaint.

How to submit:
Email complaints@thegraphicdesignschool.com

Include:

• Your name and student ID
• Course you’re enrolled in
• Clear description of the issue
• What you’d like us to do about it (your desired outcome)
• Any supporting evidence (emails, screenshots, etc.)

ASQA 2025 Commitment:

• We acknowledge your complaint within 2 business days
• We aim to resolve your complaint within 10 business days

If we need more time (e.g., complex investigation), we’ll let you know why and provide regular updates on progress.

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Step 3: Internal Review

Not satisfied with the outcome? Request an internal review.

What happens:

• Your complaint is reviewed by management (not the same person who handled it initially)
• We conduct a thorough investigation
• You’ll receive a written decision explaining the outcome
• Timeline: Additional 5-10 business days

How to request:
Reply to the original complaint email and ask for internal review, or email complaints@thegraphicdesignschool.com with “Internal Review Request” in the subject line.

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Step 4: External Appeals

If you’re still not satisfied after exhausting our internal process, you can escalate to an external body.

National Training Complaints Hotline:

• Phone: 13 38 73 (Mon-Fri, 8am-6pm AEST)
• Email: ntch@dese.gov.au
• Website: www.dese.gov.au/national-complaints-hotline

This is a free, independent service run by the Australian Government. They can investigate and mediate if needed.

An assessment appeal is specifically about challenging an assessment decision or grade.

What Is an Assessment Appeal?

If you believe your assessment was marked unfairly or incorrectly, you can appeal the decision.

When to appeal:

• You think you demonstrated competency but were marked “Not Yet Competent”
• You disagree with the feedback or grading criteria applied
• You believe there was an error in assessment

When NOT to appeal:

• You simply didn’t meet the competency criteria (resubmit with improvements instead)
• You didn’t submit the assessment on time (request an extension, not an appeal)

How to Lodge an Assessment Appeal

Timeline: Appeals must be lodged within 28 days of receiving your assessment result.

How to submit:
Email complaints@thegraphicdesignschool.com with:

• “Assessment Appeal” in the subject line
• Your name, student ID, course
• Which assessment/module you’re appealing
• Specific reasons why you believe the assessment was unfair or incorrect
• Any supporting evidence

Assessment Appeals Process

1. We acknowledge your appeal within 2 business days
2. Second assessor appointed – A different tutor reviews your work independently
3. Investigation – Both your original submission and the marking are reviewed
4. Decision provided in writing within 10 business days
5. Possible outcomes:
   • Appeal upheld: Grade changed to “Competent,” apology issued if error occurred
   • Appeal not upheld: Original decision stands, explanation provided, option to resubmit with guidance

If appeal upheld:
Your grade is corrected, and we’ll review our assessment process to prevent similar errors.

If appeal not upheld:
You’ll get clear feedback on what was missing and how to improve for resubmission. Remember: unlimited resubmissions are included.

You can submit a complaint anonymously if you prefer.

How:
Email complaints@thegraphicdesignschool.com with “ANONYMOUS” in the subject line. Don’t include your name or student ID.

Limitations:

• We can’t follow up directly with you for clarification
• Investigation may be limited without full context
• We can’t notify you of the outcome

We still take it seriously: Anonymous complaints are logged, investigated, and addressed. If there’s a pattern (e.g., multiple anonymous complaints about the same issue), we’ll act on it.

Once you submit a formal complaint or appeal, here’s what happens behind the scenes:

1. Logged and tracked – We record your complaint in our Complaints & Appeals Register
2. Investigation conducted – We review documents, interview relevant people, gather evidence
3. Decision made – Based on facts, policies, and fairness principles
4. You’re notified in writing – Clear explanation of the outcome and reasoning
5. Action taken – If we were at fault, we fix it (refund, re-assessment, process improvement, apology)

If more than 60 days needed: We’ll notify you in writing, explain why, and provide regular progress updates.

You’re Protected

• No victimisation: Making a complaint won’t affect your enrolment, grades, or how staff treat you
• Confidentiality: Your complaint is handled privately (only shared with those directly involved in resolution)
• Support person: You can have someone with you (friend, family, advocate) in any meetings or calls
• Fair process: Both sides are heard, decisions are based on evidence

We’re Accountable

• All complaints are analyzed for patterns and improvement opportunities
• Outcomes inform policy updates and staff training
• Annual anonymized data reported to ASQA
• You help us get better by speaking up

We don’t see complaints as attacks—we see them as valuable feedback.

Real example: Several students complained that assessment feedback was too brief. We responded by:

• Training tutors on providing more detailed, actionable feedback
• Creating feedback templates to ensure consistency
• Following up with those students to ensure they were satisfied

Your complaint makes TGDS better for future students. Thank you for caring enough to tell us when something’s wrong.