ASQA's authority to investigate
The Australian Skills Quality Authority (ASQA) has the authority to investigate formal
complaints that allege training organisations are breaching, or have breached, the
National Vocational Education and Training Regulator Act 2011 (the Act) and/or its
associated legislative instruments.
ASQA may investigate complaints alleging that:
- an organisation is marketing the delivery and/or issuance of nationally recognised
training outcomes where the organisation is either not a registered training
organisation (RTO), or is an ASQA RTO but is not registered to deliver the specified
training outcome, or
- an ASQA RTO is delivering or has delivered, training, assessment, support and/or
administrative services in breach of the Act, the Standards for Registered Training
Organisations (RTOs) 2015 and/or the requirements of a Training Package or accredited
Complaints about matters not categorised above may be outside the authority of ASQA to
investigate. Such complaints should be taken up with the relevant government agency or
If the national register (training.gov.au) lists that an RTO's registration is managed by a
registering body other than ASQA, ASQA will not be able to investigate your complaint.
Using this form
It is not ASQA's role to arbitrate between aggrieved parties. ASQA receives and
investigates complaints to assist it to manage the risk of training providers not complying with
their legislative obligations.
ASQA may receive complaints from current or past students, training provider staff or contractors,
other training providers, industry or government representatives, or the general public
Complainants are required to provide evidence to support an allegation that a training
provider is breaching or has breached regulatory requirements.
Complaints about more than one training provider must be submitted on separate forms.
All student complainants
If you are a student, or representing a student, you must first seek to have your complaint
investigated through your training provider's internal complaints and appeals resolution
Only under exceptional circumstances, or after all opportunities to resolve the matter
through a training provider's internal complaints process are exhausted, should you seek to
have your complaint investigated by an external party (such as ASQA).
Overseas student complainants
Overseas students who are studying in Australia on a student visa must lodge their
complaint with the relevant Ombudsman. The Overseas Students Ombudsman’s office will only look
into the following types of complaints:
- refusing admission to a course
- fees and refunds
- course or provider transfers
- course progress or attendance
- cancellation of enrollment
- accommodation or work arranged by your provider
- incorrect advice given by an education agent.
If your complaint is about private vocational education and training organisations in Australia,
please contact the Overseas Students Ombudsman (OSO). You can find out more about this
service on their website: www.oso.gov.au.
If you are studying at a public institution, such as a TAFE college, to lodge a complaint
you should contact the Ombudsman in the state or territory in which you are studying.
You can find details of what the Ombudsman can investigate on their website.
Below is a list of the Ombudsman websites for all states and territories in Australia:
Help with this form
For help with this form, please contact the ASQA info line on 1300 701 801. For technical issues with this form, e-mail firstname.lastname@example.org. (Note this e-mail address will not process Complaints.)