• 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 > VET training providers

Complaints about Vocational Education and Training (VET) Providers

The VRQA investigates complaints about Victorian registered training organisations (RTOs)  including TAFEs, private training companies and adult education centres.

On this page:

• What can I complain about?
• Will the VRQA investigate my complaint?
• Is my training provider a Victorian RTO? What do I do if it isn’t?

More information

What actions can the VRQA take against providers? 

What can I complain to the VRQA about?

Complaints the VRQA CAN investigate

Complaints the VRQA CAN’T investigate

the quality of training at the RTO (for example training is too short, disorganised, not relevant) the way the RTO assesses students the qualifications of trainers/assessors the quality of staff, facilities, equipment and materials the information the RTO gives students before they enrol the way the RTO handles complaints and appeals the RTO not giving students their results student support services problems with certificates and result statements the RTO issues marketing materials any other potential breach of the Standards. To find out more, read the AQTF 2007 Essential Standards for Registration.

an RTO not giving you a refund the fees an RTO charges personal disputes between staff and students employment issues (for example staff pay and conditions) unofficial or non-accredited training the RTO runs. 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 an RTO, it requires the RTO to comply with the Australian Quality Training Framework (AQTF) 2007 Essential Standards for Registration (‘the Standards’).

The VRQA can therefore investigate your complaint if you are alleging that the RTO has breached these Standards.

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.

Is my training provider a Victorian RTO? What do I do if it isn’t?

Not all training providers are RTOs, and not all RTOs operating in Victoria are registered by the VRQA.

You can search the state register to see if your provider is registered by the VRQA.

If your provider is registered in a state or territory other than Victoria, you should make your complaint to the registering body in that state or territory.

If the provider is not an RTO, you should make your complaint to Consumer Affairs Victoria.

Next: How to make a complaint

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