VET student loan complaints
We handle complaints on a range of issues, including:
- incorrect loan amount or you do not think you should have a debt
- incorrect or misleading information given by a provider or their representative about your course or loan assistance
- unsolicited contact or inducements which led you to apply for a loan
- providers charging you when you are no longer participating in the course
- providers cancelling your enrolment in a course you are paying for with VET Loan Assistance
- provider’s handling of your complaint or appeal.
There are some issues we cannot help with, including:
- the quality of teaching, qualifications or experience of teachers
- the resources, facilities or equipment available at your provider
- other higher education loan debts, such as FEE-HELP
- how the Australian Taxation Office calculates and applies indexation
- the grade or mark your provider awarded you for an assessment task, competency or unit.
If your complaint is about one of these issues, we have a list of other ombudsmen and agencies that may help you.
How does the VSLO investigate a complaint?
When we receive a complaint, we first decide if it is an issue we can investigate. If the VSLO investigates a complaint, we may request information from the provider. We consider whether the provider’s actions and decisions are:
- consistent with the legislation and policy it is required to apply
- consistent with its internal policies and processes
- consistent with proper administrative practice
- fair and reasonable in all the circumstances.
In some cases, we decide not to investigate. This might be because:
- the student has not made a complaint to the provider or followed the provider’s internal appeals process
- another organisation is better able to help.
If we decide not to investigate, we will tell you why and let you know what to do next. If you are not happy with our decision not to investigate, you can ask for a review.
Further information about what to expect when we contact providers is available in our factsheet. It is important to understand we cannot re-credit student loan debts or require a provider to take action in the way a court can.
Before you contact us
If your education provider is open and available to be contacted, you should lodge a complaint with them first. Your education provider can usually address your complaint quickly or review the decision it has made. Read our factsheet to find out how to make a complaint with your agency, provider or organisation.
VET FEE-HELP
If your provider has closed and you have a complaint about a VET FEE-HELP debt, you should make a complaint to the Department of Employment and Workplace Relations because it has the legislated power to decide if a VET FEE-HELP debt can be re-credited. Further information about this process can be found on the Department of Employment and Workplace Relations’ website.
VET Student Loans
If your provider has closed and you have a complaint about a VET Student Loans debt, you can make a complaint to our Office.
How to make a complaint
You can contact us to make a complaint using our online complaint form, by telephone, in person, in writing or by fax.
If you are making the complaint on behalf of someone else, you will need to complete our Permission for another person to act on my behalf form, and ensure you have their permission to make the complaint.
Helpful resources
- Factsheet on how the VSLO can help
- Factsheet on how to make an effective complaint
- Factsheet on what to expect when we contact you
- Factsheet - VET-FEE HELP dispute
- Investigation report on Student Redress Measures
- Privacy statement for complaints made to the VSLO
- To find out how to apply for a VET Student Loan, go to myHELPbalance.