Last updated: May 2026
Complaints & Appeals Policy
Audit Workshop is committed to providing a high-quality training experience. We take all complaints and appeals seriously and resolve them fairly, promptly, and with respect for all parties. Feedback is welcomed as a mechanism for continuous improvement. Complainants will not suffer detriment as a result of raising a concern in good faith.
1. Definitions
Complaint: A formal expression of dissatisfaction about any aspect of Audit Workshop's training, platform, conduct, or administrative processes.
Appeal: A formal request for review of a decision made by Audit Workshop, including assessment outcomes, exam results, certificate decisions, or refund determinations.
Participant: Any person currently or previously enrolled in an Audit Workshop training program.
2. Scope
This policy applies to all current and former participants where the matter directly relates to their enrolment and arises within 12 months of the relevant event.
It covers complaints and appeals relating to:
Training content, quality, or delivery
Trainer conduct or professionalism during a live session or assessment review
Assessment or exam outcomes
Certificate issuance, delay, or revocation
Billing, payment, or refund matters
Platform access or technical failures attributed to Audit Workshop
This policy does not cover decisions made by external bodies that operate independently of Audit Workshop.
3. How to Make a Complaint or Appeal
Raise the concern directly with Audit Workshop via our contact page. Most matters are resolved quickly through direct discussion. A call can be arranged if preferred.
If not resolved informally, submit a formal written complaint including:
Your full name and enrolment details
A clear description of the complaint or appeal
The outcome you are seeking
Any supporting documentation
Formal complaints are referred to the Director of Training for review.
Where a complaint remains unresolved and relates to an accredited qualification, it may be escalated to the relevant accreditation body for independent review.
4. Timeframes
All complaints and appeals acknowledged within 5 business days of receipt.
Audit Workshop aims to resolve all matters within 30 calendar days. Where additional time is needed, we will notify the participant in writing with reasons.
Participants are kept updated on progress throughout the process.
Complaints must be submitted within 12 months of the event giving rise to the complaint.
5. Decision Making
Audit Workshop applies principles of procedural fairness at every stage. Both parties have the opportunity to present relevant information. Decisions are made by personnel not directly involved in the original matter where possible, and communicated in writing with reasons.
6. Record Keeping and Corrective Actions
All complaints, correspondence, decisions, and outcomes are recorded and retained securely. Records are used to identify systemic issues and implement corrective or preventive actions to improve service quality.
7. Confidentiality
All parties must maintain confidentiality. Records are shared only with Audit Workshop personnel directly involved in the process. Exceptions apply where disclosure is required by law, where there is a risk of harm, or where accreditation partners require disclosure as part of an independent review.
8. Withdrawal
A participant may withdraw their complaint at any stage by notifying Audit Workshop in writing. Audit Workshop will in most cases deem the matter resolved upon withdrawal. Where the issue is considered serious, an internal review may continue regardless of withdrawal.
9. External Bodies
You may contact an external body at any stage. Relevant external bodies include:
Australian Competition and Consumer Commission (ACCC) — for consumer rights matters
Australian Human Rights Commission — for complaints involving discrimination or harassment
Office of the Australian Information Commissioner (OAIC) — for privacy-related complaints
10. Related Policies
To raise a complaint or appeal, contact us here.