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The VET Student Loans Ombudsman (VSLO) is an external dispute resolution body that assesses complaints, conducts investigations and makes recommendations on VET loan assistance (that is, VSL and VET FEE-HELP) and compliance by VET providers with the Act, the HESA and any legislative instruments under either of those Acts.
The VSLO reports on its investigations and recommends providers and others to act or stop certain behaviour to address identified problems and provide redress to affected students.
For matters which do not fall within the scope of the VSLO’s jurisdiction (for example, matters relating to personal information held by you or matters that do not relate to loan assistance disputes), you must ensure the external stage of the student complaints procedure makes appropriate provision for external and independent review.
Even though there is a VSLO, you are still required to have an appealed decision reviewed by an appropriate external independent person as part of your student complaints procedure [part 48].
You must keep appropriate records, for at least 5 years, for each use of the student complaints procedure.
49.1 - Providers’ obligations
You must:
- comply with the requirements of the VSLO
- fully cooperate with the VSLO to ensure compliance with the Act.
For example, if the VSLO requests that you produce information or documents relevant to an investigation, you must provide the information or documents. A breach of this obligation may result in a criminal offence (under section 36 of the Ombudsman Act) and/or a civil penalty.
If you do not take adequate and appropriate action within a reasonable time after the VSLO has made their recommendations, a report will be provided to the Minister. This will then be tabled in Parliament – making the actions of providers subject to public and parliamentary scrutiny.
We will monitor data detailing whether you have or have not implemented the recommendations of the VSLO.
Further information is available on the VET Student Loans Ombudsman website.
Legislation: Act s 42(c), s 46, Rules s 105(g)