Complaints about overseas students providers

If you are an overseas student on a student visa, or complaining on behalf of a student, there are two different government agencies that help you:

These two agencies handle different types of complaints about providers.

Complaints the VRQA CAN investigate Complaints the VRQA CAN’T investigate

The VRQA can investigate complaints about:

  • the quality of education, training or assessment at a provider
  • its staff, resources, facilities and premises
  • marketing and advertising
  •  the information provided to you before you enrolled
  • the written agreement you signed at or before enrollment
  • how the provider handles complaints and appeals
  • credit for your previous studies
  • the provider changing its ownership or management. 

DEEWR can investigate complaints about:

  • refunds, fees and charges
  • problems with transferring to another provider
  • accommodation, welfare and support for students under 18
  • attendance
  • course progress
  • the school/provider suspending, deferring or cancelling your enrolment
  • education agents.
To find out more about what to do, read How to make a complaint.

To contact DEEWR about making a complaint, phone:
(02) 6240 5069

Or email your complaint to: esos.mailbox@deewr.gov.au

 

Next: How to make a complaint

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