• Complaints about

  • - Training providers
  • - Registered schools
  • - Universities/higher education providers
  • - Overseas students providers

• Making a complaint

  • - To a provider
  • - To VRQA
  • - To an external organisation
• VRQA complaints handling process

Home > Complaints > Universities and higher education providers

Complaints - Universities and higher education providers

The VRQA handles complaints about the higher education providers it has registered. To find out whether a higher education provider is registered by the VRQA, search the State Register

The VRQA does not handle complaints about higher education at self-accrediting universities such as Monash or Deakin. Go to Complaints about universities for more information.

On this page:

• What can I complain about?
• Will the VRQA investigate my complaint?

More information

• What actions can the VRQA take against providers? 
• Other complaints agencies

 

What can I complain about?

Complaints can be about the quality of education, facilities or services at a higher education provider.

If you are an overseas student, or complaining on behalf of one, you can also complain about issues affecting overseas students.

Complaints the VRQA CAN investigate

Complaints the VRQA CAN’T investigate

the quality of facilities, resources and staffing and whether they are suitable for a particular course the course requirements and learning outcomes of a particular course  the way the provider assesses students in a particular course the number, quality and qualifications of teaching and support staff the quality of facilities and student services the way the provider handles students’ records and finances the way the provider handles complaints and appeals any other potential breach of the National Protocols. To find out more, read the National Protocols for Higher Education Approval Processes.

a higher education provider not giving you a refund the fees a provider charges personal disputes between staff and students employment issues (for example staff pay and conditions). However, there are other government agencies that may be able to handle these types of complaints.

 

Will the VRQA investigate my complaint?

When the VRQA registers a higher education provider, it requires the provider to comply with the requirements set out in the National Protocols for Higher Education Approval Processes.

The VRQA will therefore consider your complaint if you are alleging that the provider has breached these requirements.

We are particularly likely to investigate if you can provide evidence that the problem is serious, widespread or long-standing.

In addition, the VRQA:

• must investigate those complaints it is required to investigate under Part 8 of the Education and Training Reform Regulations.
• does not have to investigate a complaint about an issue that happened more than 12 months ago
• does not have to investigate a complaint that is not made in writing
• can refuse to investigate a complaint on the grounds that it is trivial, frivolous or without substance.

You should also be aware that, while the VRQA may be able to investigate your complaint, we may not be able to take the kind of action you want. Read Actions the VRQA can take for more information.

 

Next: How to make a complaint

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