If you are not happy with the quality of service or the training you have received, or if you want more information about how to lodge a complaint, talk to your training provider.

Registered Training Organisations are required under the Australian Quality Training Framework 2007 (AQTF 2007) to have policies and procedures in place for dealing with 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 wish to express dissatisfaction with the quality of VET policies, products and services you may also contact:

• the state or territory training authority. This is the authority responsible for registering training organisations
• or email the NationalComplaintsHotline@deewr.gov.au at the Australian Government Department of Education, Employment and Workplace Relations or phone 1800 000 674.

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 confidence 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).