Questions and answers

We investigate in an independent and impartial way. This means we do not advocate for either the student or the provider. Complaint investigations are conducted in private and are usually informal.

When we receive a complaint, we assess it to determine if it raises issues we can investigate. In some cases, we may decide not to investigate a complaint. This might be because:

  • the student has not complained to the provider first, or
  • another organisation is better placed to deal with the complaint.

If we decide not to investigate, we will tell you why and let you know what to do next. More information about seeking a review of your VET Student Loan or VET FEE-HELP complaint is available in our factsheet.

If we decide to investigate a complaint, we will ask the provider about the problem. We may request relevant information from the provider, such as student records.

As a general rule, we will not, and in some cases cannot, investigate a complaint until it has first been raised with the provider. As a condition of registration as a training organisation, providers are required to have a two-step internal complaint-handling process published on their website. Following this process gives the provider an opportunity to resolve the matter first. We have found that this is usually a more efficient way of resolving a complaint.

To find out how to make a complaint with your provider, read our factsheet.

I was a student of a provider that closed down before I could finish my course. What do I do?

If your provider closed while you were part-way through your study, you should read the tuition assurance and provider closures information on the Department of Education website which explains the available options.

On 31 December 2023, the right to dispute a VET FEE HELP (VFH) debt and seek a recredit under the Student Redress Measures ended. You still have the option to apply for a recredit of your VFH debt through your education provider, and through the Department of Employment and Workplace Relations (DEWR).

  • Read our factsheet to find out more.
  • If your education provider is open or available to be contacted, you will need to lodge a complaint with it first. Read our factsheet to find out how to make a complaint with your agency, provider or organisation
  • If your education provider has closed, you should make a complaint to the Department of Employment and Workplace Relations because it has the legislated power to decide if a VET FEE-HELP debt can be recredited.