Handling complaints about CRICOS providers

All providers delivering courses in NSW to overseas students must comply with

• The Vocational Education and Training (VET) Act 2005
• The ESOS Act 2000
• National Code 2007

RTOs delivering VET courses to overseas students must also comply with the:

• AQTF 2007 Essential Standards for Registration
• AQTF 2007 Conditions of Registration

The AQTF 2007 documents can be downloaded from training.com.au

For more information on complaints, providers of VET courses should visit the complaints section of this website. An important feature of the AQTF standards is the requirement for providers to have documented procedures for handling complaints and grievances. For CRICOS providers, Standard 8 of the National Code requires CRICOS providers to have complaints and appeals processes that are independent, easily and immediately accessible and inexpensive for the parties involved.

CRICOS providers must enable and support students to lodge and resolve complaints through their internal complaints processes.

Students who are unable to resolve a complaint using their provider’s complaints procedure can lodge a complaint with VETAB by completing a complaint form.

Overseas students with complaints that they have not been able to resolve through their RTO’s complaints procedure can also contact the ESOS Helpline on (02) 6240 5069, by email at esosmailbox@dest.gov.au.

As a result of a complaint about a provider, VETAB may initiate a compliance audit.  Under the Shared Responsibility Framework, some aspects of CRICOS complaints investigation will be undertaken by the Department of Education, Employment and Workplace Relations (DEEWR). When investigating a complaint, this may result in VETAB conducting a joint audit with DEEWR.

Vocational Education and Training (VET) consumers who are not satisfied with the services delivered by their provider or RTO should be aware that the NSW Office of Fair Trading (OFT) offers additional consumer protection assistance. Students who believe that they have not received value for money can contact the OFT on 133 220 or via their website at www.fairtrading.nsw.gov.au

Please note that any OFT determinations will not override the ESOS Act provisions where students are entitled to a full refund if the provider has defaulted.