Complaints Procedure

If you are dissatisfied with MEGAPOLIS services, you may make a complaint without charge. We consider complaints in good faith and do not restrict your right to seek independent assistance.

1. Submit your complaint

Email info@megapolis.au with your name, preferred contact details, the issue, relevant dates and the outcome you seek. Include an enquiry or application reference if available.

Attach relevant correspondence, confirmations or other evidence. Do not send passports, health information or complete financial records unless needed. If a written complaint is difficult, let us know so we can agree an accessible way to receive it.

You may use a representative with your permission. We may verify identity and authority before disclosing case information.

2. Acknowledgement and timeframe

MEGAPOLIS will acknowledge receipt, clarify any information needed and advise the expected response timeframe. We consider complaints within a reasonable time, taking their complexity into account. If more time is needed, we will explain why and provide an updated timeframe.

This process does not automatically extend application, payment or provider appeal deadlines. Tell us immediately about an urgent deadline.

3. Review and response

We will review relevant records, seek explanations where needed and respond with reasons and possible actions, such as correcting an error, completing agreed work or another appropriate resolution.

If the complaint concerns Valentin Sibakov as MEGAPOLIS’ operator, internal review is not an independent external investigation. You may request reconsideration and propose independent mediation. Mediation requires the parties’ agreement; arrangements and any costs are agreed beforehand.

4. External assistance

You may seek legal advice or contact a regulator or competent body independently of this process. Consumer Affairs Victoria provides consumer information and assistance. Court and other remedies depend on the circumstances.

Personal-information complaints are covered by the Privacy Policy. OAIC complaints are available where its jurisdiction applies.

For provider disputes, use the provider’s procedure and the appropriate external service: the National Student Ombudsman for higher education, or the Commonwealth Ombudsman for eligible private VET provider complaints. For public VET in Victoria, check the Victorian Ombudsman’s jurisdiction. These bodies do not automatically handle every complaint about an agency.

5. Confidentiality

We use complaint information to consider the issue, improve services and meet applicable obligations. Sharing is limited to what is necessary and lawful. See the Privacy Policy for details.

Nothing in this procedure excludes rights or remedies that cannot lawfully be limited.