Raise a concern clearly

The Academy welcomes concerns about membership, privacy, accessibility, service, certificates, content accuracy or legal-source currency.

Step 1 — Tell us the issue

Use the contact form and select the closest reason. Explain what happened, the outcome you seek and any relevant page, course, date or certificate reference. Keep scheme and third-party information anonymised unless it is necessary and you are authorised to provide it.

Step 2 — Acknowledgment and review

We aim to acknowledge a complaint within five business days. We will identify the issue, preserve relevant records, consider the applicable policy or source and may ask for focused information needed to complete the review.

Step 3 — Outcome

We aim to provide a substantive response within 30 calendar days where reasonably practicable. The response may explain findings, correct content or records, restore or restrict access, offer an alternative, or explain why no change is appropriate. Complex issues may take longer; if so, we will provide an update.

Fair handling

Complaints are handled respectfully and without disadvantage merely because a concern was raised. Access is limited to people and providers reasonably required to review or resolve the matter. We may decline abusive, threatening, repetitive or clearly baseless communications after giving a clear position.

External options

Nothing in this process removes a right available under law. Depending on the issue and whether the relevant law applies, external options may include the Office of the Australian Information Commissioner, NSW Fair Trading, the Australian Competition and Consumer Commission or a court or tribunal. These bodies have different roles and may require you to first raise the matter with the Academy.

Urgent matters

This is not an emergency channel. For immediate danger call 000. For a live strata or building matter, contact the responsible strata manager, building manager, emergency contractor or other authorised service.