Complaints & feedback

We want to hear about anything that falls short — about a workshop, materials, attendance decisions, administration or our conduct. Making a complaint will not affect how you are treated.

How to complain

• Email cpd@manthan.com.au, call 03 9939 9640, or write to Level 3, 155–157 Wickham Terrace, Spring Hill QLD 4000. Tell us what happened, the workshop and date, and what outcome you are seeking.
• We will acknowledge your complaint in writing within 2 business days.
• We aim to resolve it within 15 business days. If it will take longer, we will tell you why and when to expect a response.

How we handle it

• Complaints are handled fairly, confidentially and by a person who was not the subject of the complaint where possible.
• If you are not satisfied with the response, you may ask for it to be escalated to a director of Vyapar Pty Ltd, who will review it independently of the first response. A complaint about the presenter is reviewed with our independent peer reviewer, not by the presenter.
• Upheld complaints are recorded and reviewed in our quarterly quality review and trigger an improvement action.

Attendance decisions

If you disagree with a decision that your attendance was incomplete, tell us within 14 days. A person who did not make the original decision reviews the Zoom report or register and the checkpoint records. See our attendance and participation policy.

Raising a concern with OMARA

You may raise concerns about a CPD provider with the Office of the Migration Agents Registration Authority (OMARA) at any time: Complain about a CPD provider.