Hi there. Most registered training organisations (RTOs) in Australia are regulated by the Australian Skills Quality Authority (ASQA). ASQA is a federal government agency responsible for regulating vocational education and training providers and the courses offered by these organisations.

If you believe your training provider is underperforming or not doing its job properly, you should first make a formal complaint to the training provider. By law, training providers are required to offer a complaints and appeals process. Your complaint will be considered and reviewed internally by the training provider.

If you are dissatisfied with the response of your training provider, you can lodge a formal complaint with ASQA. ASQA will only consider your complaint if you include evidence that you have already tried to resolve the issue using your training provider’s complaints process. ASQA can investigate complaints about the conduct of training providers, alleged breaches of required standards, and the marketing practices of providers. You can lodge a complaint online at www.asqa.gov.au or by calling 1300 701 801.

ASQA cannot deal with all types of complaints about your training provider. For example, if you have a dispute about training fees or refunds, you should consider contacting the Queensland Office of Fair Trading about lodging a complaint (www.qld.gov.au/law/fair-trading).