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Complaints Process

If the VRQA identifies that a VRQA-registered school, registered training organisation (RTO) or student exchange organisation (SEO) has breached the relevant registration standards, they will be required to take steps to ensure they comply with the standards in the future.  

Other forms of resolution, such as ordering compensation for the person making the complaint, are not within the VRQA's powers.

Steps in the complaints process

The VRQA follows a procedure when handling complaints. This involves:

  • registering your complaint on our system
  • acknowledging your complaint and indicating which aspects of your complaint we are able to investigate
  • assessing your complaint to determine whether or not a VRQA investigation is warranted
  • investigating your complaint if an investigation is warranted, which may include asking you or the school, registered training organisation or student exchange organisation for information (see our policy on Complaints Privacy and Confidentiality)
  • making a decision about what action, if any, your education and training provider should take as a result of our investigation.
  • advising you, and the school, RTO or SEO in writing of the outcome of your complaint.

For more information about our process, see: 

Having a Complaint Reviewed

If you are not satisfied with the process used by the VRQA to investigate your complaint you can seek an internal review by contacting:
 
The Manager, Complaints Unit
VRQA, GPO Box 2317 Melbourne VIC 3001
Phone: (03) 9032 1554
Email the Manager, Complaints Unit
 
If you are not satisfied with the outcome of the internal review you can request that the Victorian Ombudsman‚Äč review the VRQA's handling of your complaint by contacting:
 
Victorian Ombudsman
Phone: (03) 9613 6222, 1800 806 314 (regional)

Privacy

 If you have concerns about the way the VRQA has handled your personal information, you can make a complaint to the Commissioner for Privacy and Data Protection.

Office of the Commissioner for Privacy and Data Protection
Phone: 1300 666 444