If you are not satisfied with the quality of service or training being provided, and you think your training provider is breaching, or has breached, its legal requirements under National Vocational Education and Training Regulator Act 2011 (the NVETR Act); the first thing to do is to have your complaint investigated through your RTO’s internal complaints and appeals processes
Australian students (including permanent residents)
If you are not satisfied with the outcome after following your RTO’s internal procedures, and still believe your RTO is breaching or has breached its legal requirements, you have several options:
It is important that you can show the regulator that you have followed your RTO’s formal complaints procedure and the response that you received from them.
Students enrolled with a private RTO can lodge complaints with the Australian Competition and Consumer Commission (ACCC). The ACCC will only have jurisdiction to investigate complaints that are in breach of the Competition and Consumer Act 2010. Visit the ACCC website for details on how to submit a complaint.
If students enrolled with an approved VET FEE-HELP provider think the actions of their provider have led to them incurring a HELP debt unfairly, they can lodge a complaint with the Department of Education and Training. Students can contact the Department by emailing TSEnquiries@education.gov.au.
If you are an overseas student in Australia on an overseas student visa, and you are not satisfied with the outcome or the way the training provider handled your complaint, you are entitled to take your complaint to an external appeals body.
Overseas students enrolled with a public training provider can lodge an external appeal with their State Ombudsman Offices (listed above).
Overseas students enrolled in a private training provider can lodge an external appeal with the Commonwealth Overseas Students Ombudsman (www.oso.gov.au).