Making a Complaint

It is most efficient to make a complaint using our online complaint form. This allows us to review your information, find further information and to make an initial assessment of your complaint before we contact you.

Remember, if you haven’t complained to your provider and they are open, you will need to do this first.

Where possible, you should first approach your provider with your complaint. You can contact us if you are still dissatisfied at the end of the provider’s complaint process.

If you were unaware you had a study loan debt or you do not know who your provider is, you should follow these steps:

  1. Find your Commonwealth Higher Education Student Support Number (CHESSN)
    • If you know your provider and they are open, you should first call them to find out your CHESSN.
    • If you do not know your provider or your provider has closed, you can contact the Department of Education and Training’s Student Enquiry line on 1800 020 108 to request your CHESSN.
  2. Once you have your CHESSN, find out the identity of your provider and the loan amount by going to the myUniAssist website.
  3. If you are unable to make contact with your provider because it is closed, lodge your complaint with us by completing our online complaint form and include the information listed below if you can.
  4. If you have already lodged a complaint with us, email the details about your provider and loan amount to VET@ombudsman.gov.au.

After you have lodged a complaint with us, please email us the following information if you have it available:

  • your full name and date of birth
  • any previous names you have used
  • your address at the time you enrolled
  • your current address
  • your debt amount, if known
  • your Commonwealth Higher Education Student Support Number (CHESSN), if known
  • copy of the Commonwealth Assistance Form (CAF) or Commonwealth Assistance Notice (CAN) for your studies
  • any letter of offer, enrolment letters or emails from the provider
  • any cancellation or withdrawal letters or emails from the provider
  • any other correspondence with your provider that you think is related to your complaint
  • the outcome you are seeking by complaining to us.

If you have any questions about our process or would like an update on a complaint you have lodged, please send an email to VET@ombudsman.gov.au.

If you are acting on someone else’s behalf, or you want someone to act on your behalf when speaking to us, please lodge a complaint using our online form and then fill out this form and email it to VET@Ombudsman.gov.au.