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If you wish to apply for a re-credit of your VSL balance, you can refer to your provider website for more information on their re-credit processes and procedures.
If you submit an application for a re-credit and you are not satisfied with the outcome or how your training provider has handled your request, you can ask them for a review of their initial decision.
All providers are required to have an internal and external review process. The decision letter given to you by your course provider should have instructions on how to request an internal review.
If, following an internal review you are still not satisfied with the outcome, you can then lodge a complaint with the VET Student Loans Ombudsman.
Who is the VET Student Loans Ombudsman?
The VET Student Loans Ombudsman (VSLO), in the Office of the Commonwealth Ombudsman, is the primary contact point for any person who has a complaint about their VET Student Loan debt which they have been unable to resolve with their course provider.
If your course provider is still operating and you are unable to resolve your concern or complaint with them, you can contact the VET Student Loans Ombudsman.
More information about the VET Student Loans Ombudsman can be found at VET student loan complaints | Commonwealth Ombudsman.
What if my course provider is closed?
If you have concerns with your VET Student Loan debt and the course provider you studied with is closed or no longer operating, we may be able to assist. Write to us via our online enquiry form at Student Enquiries.
What if my course provider engaged in Unacceptable Conduct?
Students who find themselves with a VET Student Loans debt due to a course providers unacceptable conduct may be able to apply, within 5 years of the census day for the unit/s of study (part 15), to have their VET Student Loans debt cancelled.
Unacceptable conduct is defined under the VET Student Loans Act 2016 and VET Student Loans Rules 2016.
Examples of unacceptable conduct include, but are not limited to:
- unconscionable, misleading or deceptive conduct by a course provider in relation to a student’s application or enrolment
- advertising tuition fees for a course where there are reasonable grounds for believing that the course provider will not be able to provide the course for those fees
- use of physical force, harassment or coercion in connection with a student’s application or enrolment.
If you think you were impacted by unacceptable conduct you should try to resolve your concerns with your course provider. Failing an outcome with your course provider, you can contact the VET Student Loans Ombudsman. More information about the VET Student Loans Ombudsman can be found at VET student loan complaints | Commonwealth Ombudsman.
My VET Student Loan is being re-credited, what now?
When a course provider re-credits your VET Student Loan, the course provider must first tell the department. The department advises the Australian Taxation Office, which then applies the re-credit to your tax records.
This process can take some time, which means it may be a little while before the debt cancellation shows on your Australian Taxation Office record.
As well as your VET Student Loan being re-credited, your HELP balance will also be re-applied.
It may take up to 8 weeks before the cancelled debt is shown in myHELPbalance and MyGov.