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Your course provider must have a formal complaints procedure that allows you to lodge an issue or complaint about any academic (for example, grade) or non-academic. For example, a fee or debt dispute matter (part 23).
If you wish to make a complaint you can refer to your provider website for more information on their complaints processes and procedures. If you are unsure of how to make a complaint, contact your provider in the first instance.
If you have made a complaint and you’re not satisfied with the outcome or how the training provider has dealt with your complaint, you can ask for a review of the decision. All providers must have an internal and external review process as part of their formal complaints process.
If you’re not happy with the way your provider has dealt with your complaint or appeal, or if your provider has closed, you can contact the VET Student Loans Ombudsman at VET student loan complaints | Commonwealth Ombudsman.
Complaints about providers
If your complaint is about the course provider, you should make the complaint to the Australian Skills Quality Authority (ASQA). This includes complaints about the quality of the course, the teachers or the course materials.
To submit a formal complaint, go to the ASQA complaints page.
Alternatively, you can contact the National Training Complaints Hotline on 13 38 73.