Training contacts

Telephone 1300 369 935
Contact Training

Apprenticeships Info
Telephone 1800 210 210
Contact Apprenticeships Info

Queensland Training Ombudsman
Telephone 1800 773 048
Contact the Training Ombudsman

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Apprentices, trainees and employers can always seek advice and support from:

  • their Australian Apprenticeship Support Network (AASN) provider
  • Apprenticeships Info (Department of Employment, Small Business and Training) on 1800 210 210 or email
  • their training organisation.

Frequently asked questions

Support services

Industry Specialist Mentoring for Australian Apprenticeships

The Australian Government's ISMAA program has contracted a number of organisations to provide intensive and specialist assistance to apprentices and trainees who are experiencing barriers to completing their training through frequent contract from a highly-skilled industry mentor with appropriate skill sets.

Disability support

Assistance to support apprentices and trainees with disabilities through their apprenticeship or traineeship is available from a range of sources. And may be available for all parties - apprentices, trainees, employers and training organisations.

Support is best arranged at the commencement of employment and included in the training plan. Training organisations should provide information about the skills and abilities that are required for successful participation in the chosen apprenticeship or traineeship qualification.

The ATIS-011 Disability assistance information sheet provides further details including links to helpful organisations.

Learning support

As part of their standards, training organisations are required to adhere to principles of access and equity which include provision of support services (e.g. support for those with language, literacy and numeracy difficulties).

The apprentice, trainee or employer should talk to their training organisation about assistance. When the apprenticeship or traineeship is school-based, any learning difficulties should have already been discussed as part of the student's senior education and training (SET) planning process.

Training organisations

Training organisations should provide information to schools about the underpinning language, literacy and numeracy (LLN) skills that are required for successful participation in school-based apprenticeship and traineeship qualifications.

Prior to enrolment into training or prior to commencement of training (whichever is earlier), a training organisation is required to conduct an literacy/numeracy assessment to determine if the apprentice or trainee has the necessary pre-requisite literacy and numeracy skills.

As part of the Australian Qualifications Framework, the training organisation is required to provide a reasonable amount of training to help the apprentice or trainee acquire the LLN skills required for the competencies contained in the apprenticeship or traineeship.


Schools have a responsibility to provide students with English/literacy and maths/numeracy as part of their school curriculum. Schools need to ensure that the school-based learning supports students to acquire the necessary literacy and numeracy skills to equip them for their future.

Learning support for school-based apprentices and trainees is a shared responsibility between the training organisation and the school. For more information, contact the training organisation or the school.

Crisis support

As well as providing advice and assistance with the everyday issues of apprenticeships and traineeships, the department recognises the need to support apprentices, trainees, employers and training organisations when more serious concerns arise.

If an issue has the potential to impact on the apprentice or trainee's training contract, contact Apprenticeships Info on 1800 210 210 for assistance. Where an issue required specialist attention, the department will refer the apprentice or trainee to the appropriate community-based government agency for further assistance. The ATIS-004 Assistance and support information sheet provides further details.

Fair treatment in the workplace

Apprentices and trainees should be treated the same as any other employee and it is important that all parties know what is and isn't acceptable - or fair - in regards to the treatment and behaviours that can go in workplaces. The ATIS-004 Assistance and support information sheet provides further details.

Apprentices and trainees who feel they are being treated unfairly in the workplace should take action as soon as possible. This may be difficult, but will provide the best chance to work through the problem. Contact the AASN provider or Apprenticeships Info on 1800 210 210 for assistance.

Last updated 29 July 2019

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