Faqs Index - asqaconnect

FAQs

Select a category or enter search criteria

Marketing, student recruitment or enrolment processes

If you have concerns regarding the marketing, student recruitment and/or enrolment processes by the training provider, or other organisation providing services on their behalf. Concerns may relate to the course duration, training location, delivery method, or any work placement requirements.
The information provided about a course was/is inaccurate. What can I do?
Course fees, payment plans, refunds or VET Student Loan terms
There are a number of consumer protection agencies and other organisations that can help students seek refunds of course fees. ASQA’s role does not include assisting students to seek refunds of course fees.
- The accuracy of information about fees or loan terms
  
  If you have concerns regarding the accuracy of information provided to students about the course fees charged by the training provider.
  The information I received from my provider about my fees was not accurate. What can I do?
- Changes to agreed service terms (fees)
  
  If you believe the training provider has changed the agreed service terms without appropriate notification. Concerns may include changes to the fees payable or terms of payment.
  My provider changed my fees without informing me. What can I do?
- Refunds of course fees
  
  There are a number of consumer protection agencies and other organisations that can help students seek refunds of course fees. ASQA’s role does not include assisting students to seek refunds of course fees.
  Where can I get help getting a refund from my Provider?
- Vet Student Loans
  
  If you have concerns regarding the accuracy of information provided to students about VET Student Loans.
  Where can I get help regarding a VET student loan?
Training, assessment or study support

If you have concerns regarding the provider's training, assessment or study support, please review the following FAQ/s.
I believe the training provider does not have the necessary training, assessment or study support. What can I do?
Receiving a certificate after completing the course

If you have concerns the training provider has not issued the appropriate certificate or statement of attainment and you are a student (or advocate of a student) who has met all course requirements and paid all agreed course fees, review the following FAQ/s.
I have not received my certificate or statement of attainment. What can I do?
The provider's general business operations
If you have concerns regarding a provider's general business operations including staff disputes, concerns regarding premises, bullying, discrimination, inappropriate or dishonest conduct and practices, review the following categories and associated FAQ/s.
- Alleged bullying/discrimination
  
  If you have concerns about either yourself or others being treated unfairly or experiencing bullying behaviour by the provider or person/s associated with the provider.
  I have experienced or observed unfair treatment or discrimination. Where can I get help?
  I’m an employee of a training provider and I’m being bullied. Where can I get help?
- Suspected dishonest conduct or behaviour
  
  If you suspect the training provider may be engaging in dishonest conduct or behaviour. Concerns may include misleading students, criminal activity, fraud against the visa system or fraud against state funding bodies.
  I suspect my provider may be engaging in dishonest conduct or behaviour. What can I do?
- Too many students for the available staff or resources
  
  If you have concerns the training provider has insufficient or inadequate facilities, resources or staff to meet the requirements of students.
  The classroom is overcrowded and/or there are not enough resources. What can I do?
- Staff dispute about pay or entitlements
  
  If you are a current or former employee of the training provider and have concerns about employment conditions. Concerns may include staff pay, entitlements or workplace rights.
  My employer (provider) has not paid me. What can I do?
  My employer (provider) has not paid superannuation for me. What can I do?
- Premises are not safe or clean
  
  If you have concerns about the training provider's facilities. Concerns may include the safety, accessibility, suitability or cleanliness of the facilities.
  The facilities of a provider are not safe or clean. What can I do?
- Staff dispute about concerns about management practices
  
  If you are a current or former employee of a training provider and have concerns about the providers’ management practices including inadequate resources, services or encouraging inappropriate practices.
  I believe the provider I work for may be breaching their obligations. What can I do?
An organisation falsely claiming to be an RTO and/or issuing certificates

If you have concerns that an organisation is falsely claiming to be a registered training organisation. Concerns may relate to misleading marketing practices or the issuing of certificates and/or statements of attainment by an organisation not registered to do so.
I believe a training provider is falsely claiming to be a registered training provider, What can I do?
I believe a training provider is not registered/certified to issue certificates regarding a particular course, unit or qualification. What can I do?
How do I find out if a training provider is a registered training organisation, whether they are authorised to deliver a particular course, qualification or unit and whether they are regulated by ASQA?
Student Visa Issue

If you have concerns regarding a student visa.
I have an issue with my student visa. What can I do?
Deceptive practices, unethical behaviours and alleged unlawful activities

Deceptive practices, unethical behaviours and alleged unlawful activities