If you have a problem with your training, the first step is to talk to your training provider.
Before you contact them, think about:
Most training providers have a formal complaints process where they must give you a response or decision in writing.
To find out more about your rights as a student, see
Before you enrol or contact the
TAFE and Training Line.
For more details about the standards and obligations that registered training organisations (RTOs) must meet, see the
Informing and protecting students section in the
Users' Guide to the Standards for RTOs on the Australian Skills Quality Authority (ASQA) website.
If your training provider closes while you're still doing your training, see
If your training provider closes.
If you can't resolve the issue with your training provider directly, the next step is to contact the
TAFE and Training Line.
They can give you free advice on the complaints process. However, they cannot contact the training provider, make the complaint for you, or tell you how your complaint will be resolved.
They may suggest you contact one of the organisations below for more advice. You can also contact these organisations directly.
Consumer Affairs Victoria (CAV)
Consumer Affairs Victoria offers free advice on your rights, including unfair contracts, fee refunds and cooling-off periods, or if you believe you've been misled about the price or quality of a course. CAV can contact the training provider and make the complaint for you.
Consumer Action Law Centre
Consumer Action Law Centre offers legal advice and help if you believe you were pressured into or wrongly enrolled in a course.
The Ombudsman can help with complaints about VET FEE-HELP debt or a VET Student Loan. See
Commonwealth Ombudsman - VET Student Loans.
Victorian Registration and Qualifications Authority (VRQA)
Victorian Registration and Qualifications Authority can help with complaints about providers who deliver training in Victoria. You must either make your complaint in writing or use their online complaint form.
Australian Skills Quality Authority (ASQA)
Australian Skills Quality Authority (ASQA) can help with complaints about providers who deliver training in Victoria and other states.
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