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Complaints

Complaints against an education provider or program of study

ANMAC is responsible for ensuring accredited programs are aligned with the correct accreditation standards.

ANMAC values complaints, recognising effective complaints management fosters an environment of safety, continuous quality improvement and promotes accountability and transparency.

What constitutes a complaint?

ANMAC can only investigate a complaint if it relates to a breach of accreditation standards. This is because it is necessary for all education providers and programs to adhere to the minimum requirements described in the ANMAC accreditation standards the program was accredited under.

Breaches to accreditation standards can include alterations to governance structures, curricula and program content, assessments, staffing, student numbers, resources to support a program and professional experience placements.

ANMAC is concerned only with education programs that lead to entry to the register or endorsement of nurses or midwives in Australia. We do not deal with complaints with any other type of education programs.

ANMAC does not deal with any complaints relating to student or academic conduct unless they relate to a breach of accreditation standards.

You can find out more about how we process complaints in the ANMAC National Guidelines for the Accreditation of Nursing and Midwifery Programs Leading to Registration or Endorsement in Australia (521 KB)

Education providers are free to deliver their accredited programs in a wide range of ways. Also, programs can vary greatly. This does not necessarily mean that an education provider is in breach of the standards under which it was accredited.

Who can make a complaint?

Any person can make a complaint to ANMAC including students, graduates, health services, staff of an education provider and the general community.

Please note that there is no direct benefit to a person making a complaint. Our focus is to work directly with the education provider to resolve issues relating to their programs.

Outcomes

Where a complaint is substantiated, the education provider must make all possible attempts to address the matter so their program conforms to the accreditation standards.

Under the National Law, outcomes of an investigation into a substantiated complaint received by ANMAC may include imposing conditions that the education provider must comply with. We can also, where required, revoke the accreditation.

Other options for making complaints

Education provider’s internal grievance processes 

Education accreditors:

  • Tertiary Education Quality and Standards Agency (Higher education)
  • Australian Skills Quality Authority (Vocational Education)

Other state or territory education or health complaints mechanisms.

Contacts

Please direct all complaints to complaints@anmac.org.au and include your return contact details

ANMAC may accept anonymous complaints, acknowledging it can be difficult to undertake a full investigation without knowing or sharing the identity of a complainant.