Make a complaint as a student

Always talk to your training provider first

If you have a problem with your training, the first step is to talk to your training provider.

Before you contact them, think about:

What exactly is the problem with your training?
Do you understand your rights as a student?
What do you want the training provider to do?
Do you have any documents to support your complaint?

All training providers have a formal complaints process which includes giving you a response or decision in writing.

If you can’t resolve the issue

If you can’t resolve the issue with your training provider directly, the next step is to contact the TAFE and Training Line. They will give you information on the complaints handling process.

Please note that the TAFE and Training Line cannot contact the training provider, make the complaint for you, or tell you how your complaint will be resolved.

The TAFE and Training Line may suggest you contact one of the organisations below for advice. You can also contact these organisations directly.

Consumer Affairs Victoria(opens in a new window)

Helps with:

requesting a refund or cancelling your course fees
information about your rights and obligations.

Commonwealth Ombudsman(opens in a new window)

Helps with complaints about:

VET FEE-HELP debt
VET student loans.

Victorian Registration and Qualifications Authority (VRQA)(opens in a new window)

Helps with complaints and disputes about:

Victorian or Western Australian training providers that are registered with them
apprenticeship and traineeship contracts.

Victorian Ombudsman(opens in a new window)

May be able to help with a complaint about a Victorian training provider. Check these pages first:

complaint process
common questions

If you cannot find a resolution, submit a complaint(opens in a new window).

Australian Competition and Consumer Commission (ACCC)(opens in a new window)

Helps with complaints if you are studying with a provider in a different state or territory to where you live.

Australian Skills Quality Authority (ASQA)(opens in a new window)

Accepts complaints and feedback about training providers through asqaconnect(opens in a new window). Note that ASQA does not act on complaints, however you can give them feedback about training providers registered with them if it is about a potential breach of the Standards for RTOs.

Rights and obligations of training providers

For more details about the standards and obligations that registered training organisations (RTOs) must meet, see Information for RTOs(opens in a new window) on the ASQA website.

Training providers who deliver government-subsidised training must also meet the terms of their contracts. For more information, see VET Funding Contracts(opens in a new window) on the Victorian Government website.