Dispute Resolution


The National Finance Institute has a formal dispute resolution process to ensure issues are addressed and resolved in an efficient, timely and positive manner.

We believe disputes often arise from miscommunications. For this reason, this dispute resolution process aims to resolve disputes or any other concerns through providing channels for effective communication to occur.

The following outline is provided to guide you through the mechanisms of the NFI process:

  1. Verbal: Make your Course Trainer or one of our Admin personnel aware of your dispute, complaint or concern and suggest what action you would like to see taken and within what timeframe. This may be by a phone call to 1300 765 400. If no resolution is achieved to your satisfaction, then please progress to step 2.
  2. Written: Send your dispute via email to enquiries@financeinstitute.com.au (addressed to the Managing Director, The National Finance Institute) or via post to The National Finance Institute, PO Box 1354, Capalaba B.C. Qld 4157. 

We will make every effort to resolve your concern as expeditiously as possible. We will respond within seven (7) working days, to advise of the progress and status of the dispute and when and how we expect the matter to be resolved.

Disputes that are not resolved by The National Finance Institute, to your satisfaction, will be referred to an independent party within fourteen (14) days of receiving your dispute in writing. The independent party will be authorised to hear and resolve the matter.

Once a decision is made the results of the matter will be conveyed to you in writing which can be defined as by email.

At our RTO, everyone deserves to feel welcome, respected and safe. We aim to create a positive learning environment by promoting inclusion, cultural safety and learner wellbeing.  We do not tolerate discrimination or harassment and our team members demonstrate respectful behaviour, address concerns early, and the above options provide an easy and confidential way for learners to get in touch if something doesn’t feel right.