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Registered Training Organisation (RTO) - complaints and appeals
Complaints relating to training and assessment services provided by us may be submitted by:
- Staff and volunteers
- Non-fee paying external learners
- Fee paying external learners
- Rural Fire Service Queensland (RFSQ) High School Program students
Lodging or making a complaint
Complaints may be submitted:
- In person: Manager RTO Governance and Compliance Unit
- Email: RTO.Compliance@qfes.qld.gov.au
- Phone: (07) 3635 2706
Anonymous complaints will be accepted; however, there is no guarantee a thorough investigation and resolution process will be completed without obtaining full learner information.
Further options are available for RTO trainers, assessors, staff and learners to lodge a complaint directly to the Australian Skills Quality Authority (ASQA). Guidelines on how to submit a complaint with ASQA are available on the ASQA website.
Appeals
If there is dissatisfaction regarding how a complaint has been dealt with, a 'request for a review of a decision' on a complaint must be made in writing.
Appeals may be lodged via:
- Email: Attention, Executive Manager, Business and Compliance Command, via RTO.Compliance@qfes.qld.gov.au
- Post: If the appeal is of a sensitive nature, attention to: Director School of Fire and Emergency Services Training, GPO Box 542, Brisbane 4001
The appeal should include:
- Name and contact information
- Name of workplace or volunteering service
- Description of the reason why the appeal has been requested, including any supporting documentation/evidence.
Complaints and Appeals Procedure
Appendix A - Complaints and Appeals (RTO) Information
Request for Internal Review form
Certificate validation request
This form may be used to validate a Statement of Attainment or Qualification certificate issued by Queensland Fire and Emergency Services RTO No. 1499 or Emergency Management Queensland RTO No. 4338.
Please complete all fields and submit your request. A verification email will be returned to the email address provided. (Please allow two working days for response.)