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Complaints handling process

If you are not satisfied with the quality of service or the training you are receiving, speak to your training provider as they can provide you with information about how to lodge a complaint.

Registered Training Organisations are required, under the Australian Quality Training Framework (AQTF) to have policies and procedures in place to manage customer complaints in a constructive and timely manner, including appeals procedures. For overseas students, the provisions of the Education Services for Overseas Students (ESOS) Act 2007 and relevant state/territory legislation apply.

If you are not satisfied with the way your complaint has been handled by your training provider or with the quality of VET policies, products and services, contact your state or territory registering body. The state or territory registering body has a complaints handling procedure and all complaints will be comprehensively investigated and managed at a level appropriate to the relevant circumstances and information available. The links to each state or territory registering body complaints handling procedure are provided below:

New South Wales: http://www.vetab.nsw.gov.au/complaints.php
Victoria: http://www.vrqa.vic.gov.au/complaints/default.htm
Queensland: http://www.trainandemploy.qld.gov.au/resources/training-organisations/pdf/training-quality-complaint.pdf
South Australia: http://training.sa.gov.au/InformationforNewClients/Complaints/tabid/214/Default.aspx
Western Australia: http://www.tac.wa.gov.au/Thinking_Req_Complaints.html
Tasmania: http://www.tqa.tas.gov.au/2493
Northern Territory: http://www.det.nt.gov.au/rto/contacts
Australian Capital Territory: Under revision – please refer to National Training Complaints Hotline.

Alternatively, you can contact the Skilling Australia Hotline at the Australian Department of Education, Employment and Workplace Relations on 13 38 73. Complaints to the Skilling Australia Hotline are then referred to the appropriate state or territory registering body.

There is also a national guideline for responding to complaints about vocational education and training quality. This guideline provides service standards that consumers can expect from training authorities and assurance that their complaints will be investigated and dealt with in a timely and consistent manner.

Download the  AQTF National Guidelines for a Registering Body (Final Version) (PDF, 427 kb).

the following information is required for metadata purposes, please ignore. [title]Complaints handling process[/title] [summary]

If you are not satisfied with the quality of service or the training you are receiving, speak to your training provider as they can provide you with information about how to lodge a complaint.

Registered Training Organisations are required, under the Australian Quality Training Framework 2007 (AQTF 2007) to have policies and procedures in place to manage customer complaints in a constructive and timely manner, including appeals procedures. For overseas students, the provisions of the Education Services for Overseas Students (ESOS) Act 2007 and relevant state/territory legislation apply.

If you are not satisfied with the way your complaint has been handled by your training provider or with the quality of VET policies, products and services, contact your state or territory registering body. The state or territory registering body has a complaints handling procedure and all complaints will be comprehensively investigated and managed at a level appropriate to the relevant circumstances and information available. The links to each state or territory registering body complaints handling procedure are provided below:

New South Wales: http://www.vetab.nsw.gov.au/complaints.php
Victoria: http://www.vrqa.vic.gov.au/complaints/default.htm
Queensland: http://www.trainandemploy.qld.gov.au/resources/training-organisations/pdf/training-quality-complaint.pdf
South Australia: http://training.sa.gov.au/InformationforNewClients/Complaints/tabid/214/Default.aspx
Western Australia: http://www.tac.wa.gov.au/Thinking_Req_Complaints.html
Tasmania: http://www.tqa.tas.gov.au/2493
Northern Territory: http://www.det.nt.gov.au/rto/contacts
Australian Capital Territory: Under revision – please refer to National Training Complaints Hotline.

Alternatively, you can contact the Skilling Australia Hotline at the Australian Department of Education, Employment and Workplace Relations on 13 38 73. Complaints to the Skilling Australia Hotline are then referred to the appropriate state or territory registering body.

There is also a national guideline for responding to complaints about vocational education and training quality. This guideline provides service standards that consumers can expect from training authorities and assurance that their complaints will be investigated and dealt with in a timely and consistent manner.

Download the National Guideline for Responding to Complaints about VET Quality (pdf, 116Kb).

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