How VETAB manages complaints about RTOS

VETAB receives complaints about RTOs from many sources, usually students, and follows a procedure in dealing with each complaint.

Is the complaint VETAB’s responsibility?

The first step involves establishing whether the complaint is within VETAB’s responsibility under the Vocational Education and Training Act 2005 the AQTF and the National Code. In many cases, the student (or other complainant) may be directed to another government agency if the complaint is not within VETAB’s jurisdiction. These other agencies include:

If the RTO is registered in another state of territory, VETAB will forward the complaint to the relevant jurisdiction for investigation and will inform the student of this.

Furthermore, VETAB can only investigate complaints about RTOs which directly relate to nationally recognised training including:

  • delivery of training and assessment
  • marketing and student information
  • issuing of national qualifications.

Prior to investigating a complaint, the complainant must seek a resolution of the complaint through the RTO's own complaint handling procedures.

VETAB is unable to demand that an RTO refund enrolment fees as this falls outside the scope of the VET Act. In cases relating to payment of fees, please contact the Office of Fair Trading on 133 220.

Investigating the complaint

If the complaint falls within VETAB’s jurisdiction, VETAB investigates it following its internal procedures. If the complaint is found to be valid, and involves an audit the RTO will be charged a monitoring/complaint audit fee of $145 per hour.

VETAB’s investigations could include:

  • Seeking more information from the student, including (if appropriate) details of the steps they have taken to contact the RTO regarding their complaint
  • Contacting the RTO by phone or mail to raise the issue, seeking the RTO’s advice on any action taken in response to the complaint, and discussing a possible resolution
  • Further investigation, including a possible desk or site audit to identify whether or not the RTO has breached the AQTF 2007 Standards.

Taking action if appropriate

A key part of VETAB’s role is to monitor RTOs’ compliance with AQTF Standards. VETAB’s investigation of a complaint could result in a number of outcomes, namely:

  • No non-compliance is found on the part of the RTO.
  • If a non-compliance is identified, the RTO will be sent a letter notifying them that they need to provide evidence that the non-compliance has been rectified. This could include evidence that the complaint has been addressed.
  • If the RTO fails to provide evidence of rectification within a specified period, VETAB will consider placing sanctions on the RTO. Sanctions could include placing conditions on registration, suspending registration or cancelling registration.

For further information on how VETAB deals with complaints about RTOs, contact VETAB.

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