Consumer Protection

NSW Smart and Skilled Consumer Protection Policy

Download the NSW Smart and Skilled Consumer Protection Strategy Here

Consumer Protection for Students – Who to Contact

ORS Group and ORS Training Solutions are committed to Consumer Protection and providing a fair complaints and appeals process.

Enquires and feedback can be made online or by calling ORS Training Solutions on 02 4322 4644

If you are unhappy with the service provided by ORS Group, you can make a complaint without fear of retribution.  Our staff will always be helpful and understanding in relation to any complaint. You will not face prejudice in raising any concerns you have.

Appeals Policy – An appeal is an application by a student for reconsideration of an unfavourable decision or finding during training and/or assessment. An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be lodged within 28 days of the decision or finding is informed to the student.

ORS Group encourages all feedback, both good and bad, as part of our commitment to continuous improvement. You can provide feedback directly to ORS via:

  • your course facilitator
  • the National RTO Manager,
  •, or
  • our Chief Operations Officer or Chief Executive Officer.

If a complaint is raised, the relevant Manager and National Customer Relations Team will be notified and will investigate and address the complaint taking a “no blame” approach. Serious complaints will be notified to the Chief Operations Officer and Chief Executive Officer. The complaint will be recorded in the National Complaints Register.

In all cases, issues that arise should be resolved at the time they occur between the persons involved. If staff members are unable to resolve the complaint themselves, it will be escalated to an appropriate manager for further action. In the unlikely event that ORS Group cannot resolve the complaint, or you are still dissatisfied, we will refer the complaint to the appropriate corporate client or complaints resolution body for investigation.

For more information you can:

Call the RTO Team or National RTO Manager on 02 4322 4644 or email

Appeals and Complaints Policy (PDF Download)