Frequently asked questions (NTCH)

Answers to frequently asked questions about the National Training Complaints Hotline (NTCH).

On this page:

How will the National Training Complaints Hotline assist with my complaint?

The National Training Complaints Hotline will review the information you provide and refer your complaint to the most appropriate authority to provide further advice.

The Hotline is unable to investigate complaints and will not advocate on your behalf.

I want a refund of my course fees. How will the National Training Complaints Hotline assist me?

The National Training Complaints Hotline is a referral service and is unable to investigate complaints.

Completing the formal complaints process at your training provider is the best course of action to have your request for a refund formally considered.

Information about your training providers complaints process is available on its website or in your student handbook.

I have already complained to my registered training provider. What can I do now?

If you have exhausted the internal/external complaints and appeals process, and are unhappy with the outcome, as a consumer you can lodge a complaint with the consumer protection agency in your state or territory.

Your consumer protection agency may be able to help you negotiate with your provider. Information about how to contact your local state or territory consumer protection agency can be found on the Fair Trading Laws page of the business.gov.au website.

I am an international student can the National Training Complaints Hotline assist?

Completing the formal complaints process with your training provider is the best course of action to have concerns considered.

Information about your training providers complaints process is available on its website or in your student handbook.

The Commonwealth Ombudsman may also be able to assist you. More information is available on the Overseas students page of the Commonwealth Ombudsman website.

I have a VET Student Loan and/or VET-FEE HELP debt that I want to dispute. What should I do?

The VET Student Loans Ombudsman (VSLO), is the most appropriate agency to assist with debt disputes.

I have concerns with the quality of the training delivered by my registered training organisation, what should I do?

The national VET regulator, the Australian Skills Quality Authority (ASQA), accepts complaints about training providers as a source of intelligence and may take regulatory action, if appropriate.

You can lodge a complaint directly with ASQA.