Support for Students

You must understand your enrolment agreement terms and conditions prior to enrolling in any formal training arrangement. This will then ensure that you can make informed decisions about your study and assist you to have a positive learning experience.

The enrolment agreement agreed to by both a training provider and a student. Your provider should also advise how to access their Student Handbook and or student-related policies and procedures.

We can help you understand your enrolment agreement before you commence your training or at any time during your course of study. So keep a copy of your agreement!

Contact us if you have questions about the terms and conditions of your study, your study experience or if you need advice or assistance to resolve an issue, such as:

• Course fees, refunds or study loans.
• Managing your training where the provider may be under a partnership agreement with another organisation to deliver the course.
• Accessing support services.
• Academic matters including assessment processes, access to feedback or work placement arrangements required as part of the qualification.
• Access to your provider's internal complaints handling process or access to other relevant complaints handling bodies.

Prior to lodging a complaint, we encourage you to speak to your education provider in the first instance to resolve the issues. If you are dissatisfied with the decision made by your provider, you can approach the student services for support and ask about the complaints and appeals process. Generally you must exhaust the providers internal complaints and appeals process before activating an external appeal. You may contact our office for assistance about your options.

If you have a complaint about your education provider because you believe they may not have met to the terms and conditions of the enrolment agreement or their policies, which may include:

• Fees and refunds.
• Cancellation of enrolment.
• Finding suitable work placement as a requirement within the course.
• Course or provider transfer.

Contact us for more information on 1800 006 488 or lodge a dispute via our online form.

• We will review the details of the complaint and supporting evidence regarding the claims and determine whether or not the matter falls within our jurisdiction.
• We may request additional information from you to assist you with your complaint.
• We may refer your matter to a more appropriate agency/another responsible jurisdiction.

Lodge a complaint here

• We will contact you to discuss the best course of action to resolve your matter.
• We may refer you to your provider's internal complaints handling process or access to other relevant complaints handling bodies.
• We may seek your signed consent to approach the provider to:
  • clarify the issues you have raised and to discuss the available options or
  • negotiate with the provider on your behalf or
  • mediate between you and your provider in a matter.

We are not authorised to provide legal advice or overturn a provider's decision made according to their enrolment agreement or policies. We can only take actions where it falls within our jurisdiction.

It's a whole lot easier to take care of yourself when you have the right support systems in place.

Success and Wellbeing Services offers free confidential support to students to get you back on track and bring your goals within reach, whatever life throws your way.

Just as each student’s journey is different, Success and Wellbeing Services are never one-size-fits-all. This support is based on each person’s unique needs. That means Success and Wellbeing Services can look different for every student and could include:

• Study skills support
• Talking to your trainers about disability adjustments you might need
• Helping to manage financial stress and connections to services
• Support with accessing domestic violence services
• Accessing carer supports
• Connections to mental health services
• Supporting you to manage a tricky family relationship
• Support with transport or accommodation issues
• Planning what’s next and support to prepare for job hunting
• Support to work out what support you need!
• And much more

Success and Wellbeing Services are delivered by an experienced and dedicated Success and Wellbeing Coach. All you need to do is reach out.

And what you discuss with your Success and Wellbeing Coach is kept private and confidential.

Success and Wellbeing Services are available for students at many Registered Training Organisations. TAFE SA also has Student Success and Wellbeing supports.

Click below to find the Success and Wellbeing Service provider for your training organisation.

• TAFE SA students - https://www.tafesa.edu.au/services/student-support
• Private provider students - https://mytraining.skills.sa.gov.au/reach-out-to-a-success-and-wellbeing-provider

If your training provider is not in the list, contact the South Australian Skills Commission on 1800 673 097 to find out what other supports might be available.