Customer satisfaction is extremely important to us
We value compliments, suggestions and complaints as feedback and are committed to addressing issues identified in a transparent and timely manner.
Your feedback is welcomed on the services provided by SM TAFE, the conduct of our people, our learners and any services provided by a third party on behalf of the college.
What do we do with your feedback?
All feedback is used to maintain and improve the quality of our services. Go to our ‘Your feedback’ page to see the improvements we have made in response to feedback.
How do I make a complaint or provide feedback?
You can easily provide us with your complaint, compliment or suggestion using the online feedback form below or call us on 1800 001 001. You should also use this form to lodge an Academic Appeal.
Feedback form(opens in a new tab)
You can also print and complete a hard copy feedback form available on the button below. Please attach a scanned copy of the completed feedback form to an email and send to feedback@smtafe.wa.edu.au or mail to 1 Fleet St, Fremantle WA 6160.
Need assistance to provide feedback?
Please reach out to one of our support teams below if you require assistance to provide feedback:
If you have a disability - please contact our Student Support team.
- Phone: 1800 001 001 – ask for Student Support Services at your campus
- Email: student.access@smtafe.wa.edu.au
If you're Aboriginal – please contact our Aboriginal Services team
- Phone: 1800 001 001 – ask for Aboriginal Services at your campus
- Email: AS.support@smtafe.wa.edu.au
If you're under 18 years of age - please contact Duty of Care
- Phone 1800 001 001 – ask for Duty of Care
- Email: Dutyofcare@smtafe.wa.edu.au
If you're an International student – please contact International Support Services
- Phone 1800 001 001 – ask for International Support
- Email: International.Students@smtafe.wa.edu.au
If you're a current supplier or, want to submit feedback regarding a Tender submission – please contact The Manager Supply Chain Services
- Phone: 1800 001 001
- Email: Procurement@smtafe.wa.edu.au
What you can expect when you submit a complaint?
Complaints will be treated as confidential and handled within the principles of natural justice and procedural fairness. All investigations and communications will be recorded and documented to provide a clear account of the complaint and our response.
The Complaints and Feedback policy (89 KB) (Word document) provides more information on what happens when you make a complaint, The your rights and responsibilities page has more links to related information, too.
Your complaint will be acknowledged in writing within five business days of it being lodged via the college website, in an email or as a hard copy. We aim to resolve any complaint within ten business days. Should more time be required you will be notified in writing with a revised response date and kept up to date regularly on the progress of the matter.
Our commitment to you
South Metropolitan TAFE is a signatory to the VET Students Loans Code of Practice(opens in a new tab) , ensuring our commitment to the principles and practices of good services to students and effective complaint handling.
Appealing a complaint decision
You have the right to appeal a decision made about your complaint if you are dissatisfied with how your complaint was handled. You can lodge your appeal in writing to feedback@smtafe.wa.edu.au
If you remain unsatisfied with the outcome, you'll be advised of relevant external bodies to contact.
Lodging an Academic Appeal
For academic appeals, students may lodge an appeal against an academic result. Further information on academic appeals can be found on the Your rights and responsibilities page.