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Caretaker conventions now in place
Ahead of the 2025 federal election the Australian Government has assumed a caretaker role. We are operating in accordance with caretaker conventions.
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      If you need more translations, please contact us via: 1300 362 072 or ombudsman@ombudsman.gov.au

      Caretaker conventions now in place
      Ahead of the 2025 federal election the Australian Government has assumed a caretaker role. We are operating in accordance with caretaker conventions.

      VET student loan complaints

      We can look into complaints from students who have a VET FEE-HELP or VET Student Loan debt, if the complaint is about the debt.

      Our services are free, independent an impartial—we do not take sides.

      To find out how to apply for a VET Student Loan, go to myHELPbalance.

      Complaints we can look into

      Issues we can look into include:

      • incorrect or misleading information or advice given by a provider or their representative about your course or loan assistance
      • providers charging you when you are no longer participating in the course
      • you do not think you should have a debt
      • incorrect loan amounts
      • providers refusing your request for a loan re-credit
      • providers cancelling your enrolment in a course you are paying for with VET Loan Assistance
      • unsolicited contact or inducements which led you to apply for a loan
      • provider’s handling of your complaint or appeal

      Complaints we cannot look into

      There are some issues we cannot help with. These include:

      • other higher education loan debts, such as FEE-HELP
      • the grade or mark your provider awarded you for an assessment task, competency or unit
      • the quality of teaching
      • the qualifications and experience of teachers
      • the resources or equipment available at your provider
      • the buildings and facilities at your provider

      Is your complaint about one of the things we can’t look into?

      We have a list of other ombudsmen and agencies that may help you.

      Our role

      • We investigate complaints about providers delivering education and training services under both the VET Student Loans program and VET FEE-HELP scheme
      • We provide best practice complaint-handling advice and training to providers
      • We report on trends and issues we identify with VET student loans
      • We work with industry to maintain the VET Student Loans Code of Practice.

      How we help

      We help students with a VET FEE-HELP or VET Student Loan debt, who are studying or have studied a:

      • diploma
      • advanced diploma
      • graduate certificate
      • graduate diploma course.

      It is usually best to contact the agency, provider or organisation you are having issues with, before contacting the Office. It can usually address your complaint quickly or review the decision it made. Read our factsheet to find out how to make a complaint with your agency, provider or organisation.

      Where a student does not think they should have a VET Student Loan debt, are unhappy with the way their complaint has been managed, or have attempted to get a re-credit of their debt after 1 January 2024 , we can review the way the complaint was handled. Read our factsheet to find out more about VET FEE-HELP debt complaints.

      View our Complaints page for more information.

      Before you contact us

      Did you incur your debt between 2009 and 31 December 2016 under the ‘VET FEE-HELP’ assistance scheme?

      • Read our factsheet to find out more
      • If your education provider is open or available to be contacted, you will need to lodge a complaint with them first. Read our factsheet to find out how to make a complaint with your agency, provider or organisation
      • If your education provider has closed, 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 recredited.

      Did you incur your debt after 1 January 2017 under the VET Student Loan program?

      • contact your provider before contacting us and tell them why you don’t think the debt is correct
      • read our factsheet to find out how to make a complaint with your provider.

      VET Student Loans Code of Practice

      This voluntary code of practice (the Code) is for education providers who deliver VET Student Loan approved courses.

      The Code is designed to give education providers best practice guidelines to resolve complaints before they reach our Office. The Code contains 10 principles that target issues our Office has identified in complaints regarding VET student loans and education providers. It includes good practice guidelines to assist education providers to apply each principle, as well as useful tips to help both education providers and students resolve complaints.

      This list of providers  have registered as signatories to the Code.To become a signatory to the Code please complete and return this form.

      The Office has prepared a self-assessment tool for signatories to the code, which assists providers to assess their practices against the principles in the Code, and identify areas for improvement.

      To obtain further information about the Code, or to return the Signatory Registration form, please email VSL.codeofpractice@ombudsman.gov.au.

      Contact us

      If you, or someone you know, has a problem or complaint about your VET Student Loans training provider or an existing VET FEE-HELP complaint with our Office,  you can contact us here. 

      If you have a new VET-FEE-HELP debt complaint, please refer to our factsheet on how our Office may be able to assist you.

      Resources

      Frequently asked questions