Not Getting the Education You Expected? Here’s How to Report Concerns About Your Course Provider in Australia

Recently, the Australian government has cracked down on “ghost colleges”—educational institutions that exploited international students by enrolling them without delivering any training. Over 150 dormant providers have been shut down, and another 140 have been warned to improve their services or face closure by the end of the year. 

In light of these actions, it’s more important than ever to ensure that your education provider is legitimate and meets the required standards. Whether you’re enrolled in a vocational training course or a university program, knowing how to address concerns about your provider—or what to do if your provider suddenly closes—is important. This guide will help you navigate the reporting process and protect your educational investment.

Warning signs your provider may not be meeting standards

It’s important to be aware of signs that your training or education provider might not be fulfilling its obligations. Recognising these issues early can help you take appropriate action to protect your educational experience and investment. Here are some key red flags to watch for:

• Lack of proper training or teaching: If your course isn’t delivering the education and skills promised during enrolment, this is a major concern. For example, consistent cancellations, unfulfilled curriculums, or inadequate instruction are clear red flags.
• Pressure to work instead of study: Some providers may push students to focus on full-time work rather than their studies. While part-time work is common, excessive pressure can violate student visa conditions and jeopardise your status.
• Inadequate facilities or resources: A lack of qualified teachers, inadequate classroom facilities, or insufficient learning materials are strong indicators that the institution isn’t up to standard. Overcrowded classes or high staff turnover also suggest a lack of investment in quality education.
• Non-compliance with regulations: Providers that delay issuing necessary documents like transcripts or certificates may be operating unethically. This can hinder your ability to transfer credits or prove your qualifications.

ASQA provides a checklist to guide you in choosing a legitimate training provider.

Steps to report a vocational training provider

If you recognise any of the red flags mentioned above, it’s important to take action to address your concerns. Here’s a step-by-step guide on what you can do:

1. Use the provider’s complaint process: Begin by addressing the issue through your provider’s formal complaint process, which is usually detailed in your student handbook or on their website. Clearly document your concerns, including relevant dates and communications. This approach often leads to the quickest resolution.
2. Contact ASQA: If your complaint isn’t resolved, or if the issue is significant, contact the Australian Skills Quality Authority (ASQA). ASQA regulates training providers but doesn’t handle individual disputes. Submit concerns about training quality via ASQA Connect. For severe issues like unethical practices, submit a tip-off report to help ASQA monitor risks in the VET sector.
3. Seek additional support: If you need further assistance, consider contacting the National Training Complaints Hotline. This service provides guidance and can refer your complaint to the most appropriate authority. Additionally, if your complaint involves issues like refunds, certification, or allegations of harassment, the hotline can guide you on how to get the appropriate support or legal advice.

Steps to report a university course

If you’re enrolled in a university program and have concerns that the course is not meeting its obligations, here’s what you can do:

1. Document your concerns: Keep records of emails, course outlines, communications with faculty, and any other relevant documentation that supports your case.
2. Contact the university’s complaints office: Most universities have a dedicated office or process for handling student complaints. Begin by raising your concerns internally. This might involve speaking with your course coordinator, faculty head, or the student services office.
3. Escalate to the Tertiary Education Quality and Standards Agency (TEQSA): If your concerns aren’t addressed, escalate the issue to the Tertiary Education Quality and Standards Agency (TEQSA). TEQSA handles significant issues like safety concerns, academic quality, and integrity, but usually doesn’t address individual grievances unless they indicate broader systemic issues.

What to do if your training provider closes

Unfortunately, some training providers close while still delivering training. If this happens, it’s important to take immediate steps to protect your education and financial interests.

1. Plan to continue your training: The closing provider may offer a transfer to a new provider, but you are not obligated to accept their suggestion. You can choose another provider that better suits your needs. For assistance, international students should contact the Tuition Protection Service.

2. Collect evidence of your training: Ensure you have all documentation of the training you’ve completed. This may include certificates, transcripts, or assessments. This evidence is important when transferring to a new provider:

• To gain credit for the training you’ve already completed, provide your new training provider with formal evidence. The closing provider should issue an Australian Qualifications Framework testamur and record of results if you’ve completed your qualification, or a statement of attainment if you’ve partially completed it.
• If you haven’t been formally assessed but have completed some training, keep copies of your assessment items and any feedback. This will help you apply for recognition of prior learning with your new provider.

3. Recover or pay any outstanding fees: You’ll need to contact the closing provider to resolve any outstanding fees. ASQA cannot assist with fee recovery, so if you believe you’re owed a refund and the provider is uncooperative, contact the relevant consumer protection agency in your state or territory. The Commonwealth Ombudsman can provide contact information.

Why reporting matters

Reporting concerns about your provider, whether in vocational training or university education, is not just about protecting your own educational experience—it also helps protect other students from similar issues. Your report can trigger investigations that lead to improvements in course quality and contribute to a higher standard of education across Australia.