Complaints process

If the VRQA identifies that a school, registered training organisation or student exchange organisation has breached the relevant registration standards, the VRQA will most likely ask them to take steps to ensure it complies with 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 has a formal procedure that it follows when handling complaints. This involves:

  • registering your complaint on our system and letting you know that we have received it
  • assessing your complaint to determine whether or not a VRQA investigation is warranted
  • investigating your complaint if investigation is warranted, which may include asking you or the school, registered training organisation or student exchange organisation for more information (see our policy on Complaints Privacy and Confidentiality)
  • making a decision about what action, if any, your school, registered training organisation or student exchange organisation should take as a result of our investigation.

For more information about our process, see: