Complaints and Feedback

ForgeSkills welcomes feedback. If something has not worked the way you expected, we want to hear about it — it is how our courses and our service improve.

• the accuracy, currency or clarity of course content
• an assessment question or an assessment result
• access to a course, your Learner Portfolio or the Employer Platform
• a Certificate of Completion or a Professional Development Register entry
• a purchase, refund or invoice
• the conduct of a ForgeSkills representative
• the handling of your personal information

Contact ForgeSkills through the Contact page or by email. So that we can look into it properly, please include:

• your name and the email address on your Learner Portfolio
• the course or order the complaint relates to
• what happened, and when
• what outcome you are seeking

We aim to acknowledge complaints within two business days and to resolve them within ten business days. Where a complaint is more involved, we will tell you what we are doing and keep you informed of progress.

Complaints are treated confidentially and are only shared with the people who need to be involved in resolving them. Making a complaint does not affect your access to your courses or your Learner Portfolio.

If you are not satisfied with our response, you may ask for the matter to be reviewed by ForgeSkills management. You also retain your rights under the Australian Consumer Law, and privacy concerns may be referred to the Office of the Australian Information Commissioner.

Not every message needs to be a complaint. If you have a suggestion for a course, a topic you would like to see covered, or a comment on how a course could be improved, please send it through the Contact page.