Complaints handling and dispute resolution

Contact us if you have a complaint about your education provider that you believe has not met the terms and conditions of the enrolment agreement or their policies, which may include fees and refunds, cancellation of enrolment, work placements and course or provider transfers.

We provide free independent advice and support related to training in Australia for international students studying a vocational education and training (VET) qualification.

If we are not the right agency to help you, we will find the correct agency or person who can. Interpreters can be arranged on request.

We can help if you have questions about your apprenticeship or traineeship, including your Training Plan, changes to your course enrolment or employment, obligations under your training contract and what you can do if you have a concern or complaint.

We recognise that running your business takes a lot of time, and there’s a huge volume of information about training programs, including apprenticeships and traineeships.

Our role is to provide a free and confidential advisory service to employers to help resolve an issue you may be having with an apprenticeship or traineeship.

We provide advice and help to find information about different industry sectors, and we can connect you with key industry stakeholders to ensure your delivery and assessment strategies remain current.

We can also respond to concerns or complaints you may have about the skills system.

We can help resolve a dispute between an apprentice/trainee and employer. We can also help VET students including international students who have a complaint about their training provider.

Our dedicated staff will assist with your issue and help you navigate towards a solution.