Complaints - Making a complaint to VRQA
If you have made your complaint to the school or provider and are not satisfied with the result, you can make a complaint to the VRQA.
A complaint can be made through one of the following channels:
- completing our online complaint form
- filling out the printable complaint form (PDF - 45Kb) and posting or faxing it to the VRQA
- writing a letter and posting or faxing it to the VRQA
- sending your complaint as an email to the VRQA Complaints Unit
If there is a good reason why you cannot make a complaint in writing, such as a disability or poor English skills, you can make a complaint by phone or in person.
Tips for making a complaint to the VRQA
1. Check whether the school or provider is registered by the VRQA
The VRQA can only investigate complaints about the education and training providers it has registered.
The VRQA cannot investigate complaints about public universities (such as Monash or Deakin) or government schools. It also cannot investigate complaints about non-accredited training conducted by registered training organisations. Search the VRQA State Register.
- to find out whether a training organisation is registered in Victoria.
- to find out whether a higher education provider has been registered by the VRQA
- to find out whether a school or a single study provider is registered in Victoria.
2. Focus your complaint
Not all complaints the VRQA receives can be investigated. Your complaint is more likely to be resolved to your satisfaction if you can focus your complaint on issues that are covered by the relevant registration standards you can state what you want to happen as a result of making a complaint, for example for the provider to take a particular action. For more information see Actions the VRQA can and cannot take.
3. Include all relevant information
When making a complaint, make sure you include:
- the name of the provider and/or course you are complaining about
- the issues you are complaining about. For example, what event happened, what was the impact of that event and how has it affected you?
- any evidence you have to support your complaint, e.g correspondence between you and the provider, marketing materials and letters from other people who are affected
- details about the steps you have taken to resolve the matter through the provider.
Next: Making the complaint to an external complaints agency
Back to: Making the complaint to the provider