Complaints concerning the quality of services of training providers (RTOs), CRICOS providers and higher education providers operating in South Australia are investigated by the Quality, Tertiary Education, Science and Research Directorate (QTESR) of DFEEST.

Complaints we can investigate include:

  • the quality of education, training or assessment of a provider
  • non registered providers who are purporting to deliver nationally recognised training
  • the staff, resources, facilities and premises at a training provider
  • marketing and advertising
  • the information provided to students before they enrol
  • the written agreement students signed at or before enrolment
  • how the provider handles complaints and appeals
  • credit for your previous studies
  • problems with certificates and result statements
  • any other potential breach of registration under the Training and Skills Development Act, 2008

 We cannot investigate the following:

  • a training provider declining to give a refund
  • the fees a training provider charges
  • personal disputes between staff and students
  • employment issues (for example staff pay and conditions)

What should I do if I want to make a complaint about a training provider or the quality of training and assessment provided by them?

If you do not have a relationship with the training provider (e.g. you are another training provider) you should lodge your complaint directly with QTESR. A client (e.g. student or employer) is encouraged to try to resolve the matter with the training provider by accessing their complaints management procedure which they should provide upon request.

How do I lodge a complaint with QTESR?

You may choose to remain anonymous throughout the investigation process, however, this may limit the extent to which an investigation can proceed or the desired outcome being achieved.

What action will QTESR take?

Once your complaint has been received by QTESR a Client Relations Officer will undertake an assessment and consider:

  • whether the matter relates to the relevant registration standards or legislation that govern the training provider
  • the evidence you have provided
  • whether the complaint should be dealt with by another government agency
  • whether you have attempted to resolve the matter with the provider first.  

The outcome of the assessment may result in:

  • an investigation of the complaint
  • referral of your complaint to another agency
  • a written response to you outlining the reasons why QTESR is unable to take any action.

If a complaint is to be further investigated a Client Relations Officer may:

  • seek more information from you, including clarification of the steps you have taken to resolve the complaint with the provider
  • contact the provider to address and potentially resolve your concerns
  • request that the provider supply QTESR with evidence of its compliance against a particular registration standard
  • seek advice from other organisations
  • recommend an audit/site visit of the provider be conducted.

How long will my complaint take to investigate?

The time taken to investigate a complaint varie. Some complaints can be finalised quickly whilst others are more complex.  Serious complaints may take several weeks to investigate properly. Naturally QTESR will endeavour to investigate your complaint as quickly as possible.

How to contact us

Quality, Tertiary Education, Science and Research Directorate
Department of Further Education, Employment, Science and Technology

Phone 08 8226 3065  

Level 4, 11 Waymouth Street, Adelaide SA 5000

Other useful contacts

For questions or concerns about the training system in South Australia:

Office of The Training Advocate

Phone 1800 006 488

55 Currie Street, Adelaide SA 5000

 

For information about apprentice, trainee and employer rights and responsibilities under a Contract of Training:

Traineeship & Apprenticeship Services (TAS)

Phone  1800 673 097 

Level 4, 11-29 Waymouth Street, Adelaide, SA

 

For information and advice about consumer rights and protection (including refunds or reimbursements):

Consumer and Business Services (OCBA) 

Phone  (08) 8204 9777

Chesser  House, 91-97 Grenfell Street, Adelaide, SA

 

For information and advice for International Students on issues such as study, safety, accommodation or  work:

International Student Hotline
Phone: 1300 363 079

 

For information and advice about Equal Opportunity and Equal Employment issues in South Australia:

South Australian Equal Opportunity Commission

Phone: 1800 188 163

GPO Box 464, Adelaide SA 5001 Website: www.eoc.sa.gov.au