Feedback is providing comments about a service or issue (positive or negative), where you are not seeking a response from the Teachers Registration Board.

A complaint is an expression of dissatisfaction with the products or services provided by the Board, where a response or resolution is required.

Please note: Matters concerning the conduct and practice of public officers and public authorities in the South Australian Government, specifically corruption, misconduct and maladministration need to be reported via the Independent Commissioner Against Corruption (ICAC).

The TRB Board and Registrar are committed to providing a feedback and complaints process that is accessible, transparent, inclusive, and responsive across all levels of the agency.

Feedback and Complaints can be submitted through the following mechanisms:

• By telephone to 08 8253 9700.
• Verbally, directly to any TRB staff member.
• In writing by email to complaints@trb.sa.edu.au
• by mail to PO Box 3649, Rundle Mall SA 5000. This can be done anonymously.
• Social media via the TRB Facebook and LinkedIn pages.

To ensure the Feedback and Complaints framework is accessible, complainants requiring assistance due to disability or language can by supported by contacting:

National Relay Service (speak and listen) 1300 555 727 or (TTY users) 133 677

Interpreting and Translating Centre 1800 280 203 asking for 8253 9700.

there are some things we will need to get from you:

• Your name and preferred contact details (you can also make a complaint or provide feedback anonymously).
• The name of the business unit or the person concerned (if you know it).
• A clear description of your experience, including whether you have previously contacted us.
• Any relevant information about your feedback/complaint.
• The action you would like us to take.

The TRB will manage each complaint reasonably, objectively and in good faith, ensuring the principles of natural justice are applied to any investigation process. The TRB assures that stakeholders are not adversely affected as a result of making a complaint.

The Complaint Management process operates on a three-tier triage process:

All Tier 1 complaints are managed by the front-line staff at first point of contact and should be resolved within five (5) business days from receipt of the complaint, or as otherwise discussed with the complainant.

Where Tier 1 complaints cannot be resolved to the satisfaction of the complainant, the complaint will be escalated to the responsible Unit Manager who will review and investigate. Tier 2 complaints should be resolved within fifteen (15) business days of escalation, or as otherwise discussed with the complainant.

When a complaint cannot be resolved through Tier 1 or 2 resolution attempts, the complainant has the option to request escalation.

Tier 3 complaints will be resolved within ten (10) business days of escalation, or a timeframe agreed directly with the complainant.

If you have some feedback about our new website that you'd like to share with us to improve the user experience, we'd love to hear from you.

Please send your email to: website@trb.sa.edu.au