How to get help - and how we handle service, privacy and accessibility complaints.
This Complaints and Support policy explains how CAQA Resources receives, manages and resolves support requests and complaints. CAQA Resources is part of CAQA Groups and a Career Calling International initiative, operated by Career Calling International Pty Ltd (ABN 53 162 651 238). We supply training and assessment resources, RPL kits, compliance templates, policy tools and digital learning materials to Australian registered training organisations, TAFEs, universities and education professionals, with payment taken through our online store. It costs nothing to make a complaint, you will never be treated less favourably for raising one, and we use what we learn from complaints to improve our products and services. This page covers three pathways: service complaints, privacy complaints and website-accessibility feedback.
For everyday help - product questions, download or access problems, licensing queries, resource updates, invoice copies or pre-order status - contact our team by email at info@caqa.com.au, by phone on 1800 266 160 (Monday to Friday, 9 am to 5 pm Melbourne time), or through our contact page. Please include your order number, the product name and a short description of the issue so we can help you faster. Most support requests are resolved without needing the formal complaint process below.
A service complaint is any expression of dissatisfaction with our products or services - for example the quality or accuracy of a purchased resource, a delivery or download problem we did not fix, billing or pricing concerns, or the conduct of our staff. To lodge a service complaint, email info@caqa.com.au with “Complaint” in the subject line, call 1800 266 160, or use the contact page. Tell us what happened, when it happened, the order or product involved, and the outcome you are seeking.
We will acknowledge your complaint within two business days, investigate it fairly, and aim to give you a written response within ten business days. If the matter is complex we will keep you informed of progress and expected timeframes. If you are not satisfied with the response, you may ask for the complaint to be escalated to senior management for review.
Nothing in this process limits your rights under the Australian Consumer Law. If your complaint concerns a refund, replacement or other remedy for a purchased product, our Returns and Refunds policy explains how remedies are assessed alongside your consumer-law rights.
If you believe we have mishandled your personal information, or acted inconsistently with our Privacy Policy or the Australian Privacy Principles, you can complain to our Privacy Officer: by email at complaints@careercalling.com.au, by mail to 2/10 Lawn Court, Craigieburn, Victoria 3064, or by phone on 1800 266 160. Please describe the information involved and what you believe went wrong. We will acknowledge your privacy complaint promptly and aim to respond in writing within thirty days. If you are not satisfied with our response, you may take your complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
We want this website to be usable by everyone, including people using assistive technologies. If you have difficulty accessing any content on this site, find a feature that does not work with your device or software, or would like information in an alternative format, contact us on 1800 266 160, email info@caqa.com.au or use the contact page. We aim to respond to accessibility feedback within five business days and to provide requested content in another reasonable format. Our Accessibility Statement describes the standards we work to. If you are not satisfied with our response, you may escalate through the service-complaint process above or lodge a complaint with the Australian Human Rights Commission.
Information on this website and answers given by our support team are general information about our products and services. They are not legal, regulatory or compliance advice, and they do not guarantee any audit, registration, accreditation or funding outcome for your organisation. Purchased resources are expected to be contextualised and pre-validated by your organisation before use, as set out in our Resource Development and SCORM Policy and Digital Product Licence. Formal advice is provided only under a written engagement with the relevant CAQA Groups brand.
Email: info@caqa.com.au
Phone: 1800 266 160 or 03 8103 8000
Privacy complaints: complaints@careercalling.com.au
Mail: 2/10 Lawn Court, Craigieburn, Victoria 3064
Online: our contact page
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