VET Student Loans and VET FEE-HELP compliance complaints

For: 

The Department of Education and Training (the department) takes all complaints seriously. Compliance activities are pursued if the department identifies likely breaches of the VET Student Loans Act 2016, Higher Education Support Act 2003, or their related instruments.

While the department takes all complaints seriously, the department cannot pursue all of the complaints it receives. The department’s risk-based approach to compliance prioritises those complaints that pose the greatest risk to students, the VET Student Loans program or VET FEE-HELP scheme, providers, and other identified areas of concern.

If you wish to lodge a complaint about the behavior or conduct of an approved VET provider please use one of the following:

The Australian Government has set up the National Training Complaints Hotline (13 38 73). The hotline helps complainants navigate to the right officer to resolve their enquiry. The National Training Complaints Hotline will review and forward the issue to the most appropriate agency, authority or jurisdiction for consideration.

The National Training Complaints Hotline is accessible on 13 38 73 or via email at NTCH@education.gov.au.

The Study Assist website provides a comprehensive explanation of how to lodge a complaint against a provider and includes web forms.

The new VET Student Loans Ombudsman will handle all VET Student debt complaints from 1  July 2017. For more information visit the Commonwealth Ombudsman website or the debt complaints page.