We value your feedback on your experience with the USI or the USI Office. If you have a suggestion, would like to make a complaint or give us a compliment, we would like to hear from you.
Your feedback will help us improve our service. If you have a complaint, we would appreciate the opportunity to resolve it for you.
You can provide feedback and complaints anonymously.
Ways to give us your feedback
Online: Please use one of our online feedback forms.
Email: Send an email to email@example.com
Letter: Address your letter to the Compliance Officer, USI Office, Department of Education and Training, GPO Box 9880, Canberra ACT 2601.
Phone: Contact the USI Office on 1300 857 536 between 9am to 5pm Australian Eastern Time Monday to Friday, excluding public holidays. There is a call back option for Western Australia, South Australia, Queensland and the Northern Territory to 5pm their local time.
Responding to your feedback
When we receive your feedback, the USI Office will:
- recognise, promote and protect your right to complain about your dealings with the USI Office
- treat all feedback seriously and keep correspondence and assessment confidential in accordance with the Privacy Act 1988 and the Australian Privacy Principles
- recognise the need to be impartial when evaluating complaints
- handle complaints with the understanding that you should not be disadvantaged by the complaints process
- ensure that we respond to your feedback in a courteous manner with a standard response time of 28 business days
- keep you informed of the progress and final resolution of the complaint if we have your contact details
- provide advice on the next steps if you are not satisfied with the USI Office’s resolution of your feedback
- review all feedback to ensure and demonstrate our ongoing commitment to improved service delivery.
The USI Office phone support hours are 9am to 5pm Australian Eastern Time Monday to Friday, excluding public holidays, with a call back option for Western Australia, South Australia, Queensland and the Northern Territory to 5pm their local time.
People with a hearing or speech disability can use the National Relay Service (NRS) to access the USI Office phone number. Call 1300 555 727 (speak and listen) and ask for 1300 857 536 or go to the NRS website for other options.
A translating and interpreting service (TIS National) is available by calling 131 450 (cost of a local call) for people who have difficulty in speaking or understanding English. Ask TIS National to call the USI Office on 1300 857 536. TIS National provides interpreting in more than 160 languages and dialects.
Some basic USI information in other languages is available on this website and may help if English is a second language.
Further accessibility options for accessing this website are available on the Department’s accessibility page.
Accountability and reporting
Our employees are trained and aware of our procedures for handling your feedback.
The USI Registrar receives regular reports on our dealings and progress towards the resolution of any complaints and is ultimately responsible for ensuring that complaints are appropriately handled.
The USI Office is committed to delivering quality service to its customers. As a part of this commitment, we ensure there are regular reviews of our feedback and complaint management procedures.
Complaints about training
If you would like to make a complaint about the training, behaviour or administrative practices of a Registered Training Organisation, contact the National Training Complaints Hotline.
Phone: 13 38 73 (please select option 4), 9am to 5pm Australian Eastern Time Monday to Friday, excluding public holidays. There is a call back option for Western Australia, South Australia, Queensland and the Northern Territory to 5pm their local time.
Further information is available from https://www.education.gov.au/NTCH.
We handle your feedback in alignment with the principles in the following guidelines:
Commonwealth Ombudsman Better Practice Guide to Complaint Handling
The Australian Public Service (APS) Values and Code of Conduct
Allegations of fraud made in the use or administration of the USI, or any allegations of unlawful conduct by staff of the USI Office (or its contractors) in relation to the USI can be made by email to the Fraud Control Officer at firstname.lastname@example.org or by letter addressed to: The Compliance Officer, USI Office, Department of Education and Training, GPO Box 9880, Canberra ACT 2601