The role of regulators
If you have a complaint about a Registered Training Organisation (RTO), there may be a number of regulators that can handle your complaint. However, regulators do not act as a student advocates for individual students. Rather, regulators use information reported through complaints to help them investigate and enforce the regulations that apply to RTOs. To find out whether your training provider is an RTO, check the national register.
The National Training Complaints Hotline
If you have a complaint or query about a course or RTO you can call the National Training Complaints Hotline on 13 38 73 (Monday to Friday from 8am to 6pm nationally) or via email at email@example.com. The hotline refers complaints to relevant regulators.
However, if you want to contact regulators directly you can use our flow charts below.
ASQA or VRQA?
Every RTO in Victoria is regulated by either the Australian Skills Quality Authority (ASQA) or the Victorian Registration and Qualifications Authority (VRQA). The flow chart below sets out whether ASQA or VRQA can handle your complaint:
Depending on the nature of the complaint, you may also wish to send the complaint to some or all of the regulators below.
ACCC Australian Competition & Consumer Commission
ASQA Australian Skills Quality Authority
CAV Consumer Affairs Victoria
VRQA Victorian Registration and Qualifications Authority
Make a complaint online at:
Make an anonymous complaint by calling: 1300 302 502
Make a complaint online at: http://www.asqa.gov.au/complaints/complaints.html
Consumer Affairs Victoria/CAV
Make a complaint using the general complaint form:
Commonwealth Department of Education and Training
Students should in the first instance lodge their complaint with the RTO through their documented grievance process. If the matter is not resolved through this process then email your complaint to TSEnquiries@education.gov.au
Overseas Student Ombudsman
Make a complaint online at: http://www.oso.gov.au/making-a-complaint/
State Department of Education and Training
Fill out the complaints form at: http://www.education.vic.gov.au/about/contact/Pages/compliancecomplain.aspx
Send the completed form to firstname.lastname@example.org or post it to:
Deputy Secretary, Higher Education and Skills Group
c/o- Executive Director, Training Market Operations
GPO Box 4367
Melbourne, Victoria 3001
Make a complaint online at: http://www.vrqa.vic.gov.au/StateRegister/Public.aspx/LodgeComplaint