If you're a student experiencing issues with your training provider, in most cases, the best way to resolve the issue is through your provider's complaints and appeals process. Registered training organisations (RTOs) are required to have a complaints process in place that ensures students' complaints are dealt with effectively and efficiently.
In the great majority of cases, you will be able to resolve the issue with your provider. However, if you have been unable to resolve the issue with your provider, you may be able to submit a complaint to TAC.
TAC is only able to investigate complaints about training providers that relate to compliance with the
Standards for Registered Training Organisations (RTOs) 2015.
If your complaint does not relate to the
Standards for RTOs, you will be referred to the most appropriate authority to handle your complaint.
Who can lodge a complaint?
Anyone can lodge a complaint with TAC, including:
- past or current students and parents (if the student is under 18 years of age)
- RTO personnel
- employers, industry personnel and regulators
- government departments and other funding bodies.
What can you lodge a complaint about?
Issues that may be investigated by TAC include, but are not limited to:
- assessment results and certificates
- quality of training and assessment
- assessment processes, including recognition of prior learning (RPL)
- inaccurate or misleading advertisements
- if you feel you are not receiving the services detailed in your learner agreement.
How to lodge a complaint
Before lodging a complaint, you will need to check that the RTO is registered with TAC. You can do this by searching the National Register on VET at training.gov.au.
TAC is unable to investigate complaints about RTOs registered with other regulators. If the RTO is registered with the
Australian Skills Quality Authority (ASQA) or the
Victorian Registration and Qualifications Authority (VRQA) you will need to lodge your complaint directly with them.
To lodge a complaint with TAC, please complete one of the complaint forms below:
Complaint form for use by students, parents, student representatives
Completed forms must be emailed to the TAC Secretariat at
17/12/2019 9:45 AM