Complaints about RTOs

Students who are not satisfied with the quality of training provided by their RTO should:

  1. Lodge their complaint directly with the RTO in the first instance by following the RTO’s complaints and appeals procedure.
  2. Contact VETAB if unable to resolve the complaint by following the RTO’s complaints and appeals procedure. To do this, a student should complete the Complaints form and email (vetab@det.nsw.edu.au) or mail it to VETAB.
  3. Take the complaint to another organisation if VETAB is unable to resolve the matter.

1. Lodging a complaint with the RTO

In many cases, complaints can be resolved between a student and the RTO without the involvement of VETAB or another government agency. Before enrolling, each student must be told by the RTO about the training, assessment and support services to be provided, and about their rights and obligations. This is requirement put on RTOs by the AQTF 2007 standards.

In general, if a student (or parent or teacher) has a complaint about an RTO, they should inform the RTO of their complaint in writing and try to resolve it with the RTO. Before VETAB will investigate, we expect the complainant to do this.

Exceptions to this are when the student is concerned about possible criminal activity or about circumstances that endanger the welfare of students or staff. In these cases, complaining direct to VETAB is appropriate.

2. Taking the complaint to VETAB

Before lodging a complaint, students should consider the following questions.  RTOs that receive a complaint from a student can also refer to this checklist to ensure that they have done their best to resolve the complaint.

  1. Have you discussed this matter with the RTO?
  2. Has the RTO responded to your complaint?
  3. Have you written to the RTO providing details of your complaint?
  4. Has the RTO responded in writing?
  5. Have you obtained a copy of the RTO’s complaints procedure?
  6. Have you followed that procedure?
  7. Has the RTO provided you in writing with the reasons for its decision?
  8. Have you been advised by the RTO that you may appeal against its decision and advised you of the independent person (or panel) to whom you can appeal?
  9. Have you appealed against the RTO’s decision?
  10. Have you been provided with the outcome of that appeal in writing?

If these steps have all been taken, or if special circumstances apply, VETAB will then investigate the complaint – see How VETAB manages complaints about RTOs.

VETAB recommends that complaints are lodged by email to vetab@det.nsw.edu.au using the Complaints form or in writing to Locked Bag 21, Darlinghurst NSW 1300.

3. Taking the complaint beyond VETAB

In some cases, VETAB will be unable to resolve a complaint, especially in obtaining refunds. If so, the NSW Office of Fair Trading may be able to assist; their phone number is 133 220.

Overseas students should lodge their complaint with the Commonwealth Department of Education, Employment and Workplace Relations on 1300 363 079 or email esosmailbox@deewr.gov.au

Apprentices and trainees who are not satisfied with the quality of their on-the-job training should contact their State Training Centre on 13 28 11. Students may also be able to appeal to their industry body, such as ACPET or ACIVC for advice.

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