National complaints policy

As the registering body for NSW training organisations, VETAB is bound by the AQTF 2007 National Guideline for Responding to Complaints about Vocational Education and Training Quality.

The Guideline sets out the approach state or territory registering bodies should take in responding to complaints about:

  • the training, assessment and other services provided by an RTO
  • its own service and actions.

These complaints may be from learners and other clients, industry, and licensing bodies or other stakeholders.

The Guideline states that registering bodies must seek to:

  • listen to the views of VET consumers and stakeholders, including those acting on behalf of consumers
  • address any concerns that consumers and stakeholders may have
  • constantly improve the quality of VET products, services, outcomes and policies.
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