How to raise a concern with CSOL, and how we resolve and review complaints.
CSOL (Commonwealth School of Languages), part of CAQA Groups and a Career Calling International initiative, welcomes feedback and takes complaints seriously. This policy explains how learners, prospective students, families, partners and visitors to this website can raise a concern, how we handle it, and how you can appeal a decision you believe is wrong. Raising a complaint will never disadvantage you or affect the quality of the service you receive from us.
You can complain to us about anything connected with CSOL — for example, the quality of teaching or course materials, an enrolment or placement decision, a fee or refund decision, the behaviour of a staff member or another student, the handling of your personal information, the accessibility of our website or premises, or the accuracy of information published on this site.
Many concerns are fixed fastest with a conversation. If you feel comfortable, raise the issue with your teacher or the staff member involved, or call us on 1800 266 160. Most timetable, classroom and communication issues can be resolved on the spot.
If an informal approach does not resolve the issue, or you prefer not to use it, make a formal complaint in writing to info@caqa.com.au or through our contact page. Tell us what happened, when, who was involved, what you have already tried and what outcome you are seeking. If you need help putting your complaint into words — including because English is not your first language — call us and we will help you record it, or you may ask a support person to write on your behalf.
If you disagree with the outcome of a complaint, or with a decision we have made about your enrolment, fees or conduct, you may appeal within twenty business days of receiving the decision. Write to info@caqa.com.au with the word “Appeal” in the subject line, explain why you believe the decision is wrong, and include any new information. Your appeal will be reviewed by a senior member of the CSOL or CAQA Groups team who was not involved in the original decision, and we will give you a written outcome with reasons.
If you have followed our process and are still not satisfied, you can take your concern to an external body. Consumer complaints can go to Consumer Affairs Victoria or your local consumer protection agency; privacy complaints can go to the Office of the Australian Information Commissioner (OAIC); and complaints about disability discrimination can go to the Australian Human Rights Commission. Using our internal process first usually leads to the fastest resolution, but it does not remove your right to seek external help.
We keep a record of complaints and appeals, and we review them to improve our courses, our service and this website. Where a complaint shows that something in our processes needs to change, we change it.
Complaints and appeals can be raised by email to info@caqa.com.au, by phone on 1800 266 160, or through our contact page. You can also write to CSOL at 2/10 Lawn Court, Craigieburn, VIC 3064, Australia.
Last updated: July 2026. Questions: info@caqa.com.au / 1800 266 160.
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