The information below relates to complaints about accredited training leading to a nationally recognised qualification, such as a Certificate III or Diploma.
Steps in resolving your complaint
The first step in resolving any issue or dispute is through your registered training organisations (RTO). All RTOs are required to have a documented complaints process outlining the steps for lodging and handling complaints.
If a resolution through the RTO is not possible, then the next steps you have to take and who you have to contact depends on the nature of the issue.
Complaints can be registered with the National Training Complaints Hotline via phone on 13 38 73, Monday to Friday, 8am to 6pm, or via email at email@example.com.
Who handles your complaint?
The Department of Employment, Small Business and Training does not have responsibility to handle and resolve the main types of training disputes involving students and RTOs. The main types of disputes are handled by other national and state agencies.
Training quality complaints
If your complaint is related to the quality of the training and you are not satisfied with the way your RTO has handled your complaint or the outcome, contact the Australian Skills Quality Authority on 1300 701 801 or visit the ASQA website.
Training fees complaints
If your complaint is related to fees or refunds and you are not satisfied with the way your training provider has handled your complaint or the outcome, contact Fair Trading on 13 74 68 or visit the Fair Trading website.
Apprentices or trainees
If you are an apprentice or trainee with a complaint or an issue, contact Apprenticeships Info on 1800 210 210 or email firstname.lastname@example.org for further advice.
Visit the ATIS-002 Complaint about or appeal against a decision information sheet for further details.
If you are an international student with a student visa and you have a concern about the conduct of a CRICOS registered provider in Queensland, contact the Australian Skills Quality Authority on 1300 701 801 or visit the ASQA website.
Other types of complaints
For any other type of matter please contact us on 1300 369 935 and we will refer you to the most appropriate agency to handle your issue or complaint.
The Training Ombudsman provides a free, confidential, and independent service to review and resolve enquiries and complaints from apprentices, trainees, student, employers and other parties about the vocational education and training (VET) system.