The Queensland Curriculum and Assessment Authority (QCAA) is a delegate for the national regulator, the Australian Skills Quality Authority (ASQA). We accept complaints and feedback about training providers we register from all members of the community.
Complaint about a school registered training organisation (RTO)
You can make a complaint about a school RTO under QCAA delegation. This includes students, training organisation staff, employers, parents, industry representatives and community members.
The first step
Complete the school RTO complaints process before contacting the QCAA. All complaints about school RTOs will be directed to the school RTO first.
Find the school RTO’s complaints and appeals policy on their website or in their student information handbook.
Important: ASQA has advised that the QCAA as the regulator, cannot resolve disputes between students and RTOs. The QCAA’s role is to collect, analyse and share information about vocational education and training.
If help is required in resolving an issue after completing the school RTO complaints process, contact the National Training Complaints Hotline. This service will direct the complaint to the right authority.
Types of complaints the QCAA can investigate
If your complaint is about the quality of training or the services and business practices of an RTO, submit written details to the Manager – QCE and QCIA Unit at vet@qcaa.qld.edu.au.
Our process
When the complaint is received the Manager – QCE and QCIA Unit will:
- acknowledge your complaint in writing within 5 working days
- inform the school RTO about the complaint in writing within 5 working days.
The QCAA will review the information provided, however, not every complaint is investigated. The QCAA will assess the information to determine the best response.
The QCAA may use the information to:
- inform future regulatory activities
- refer the matter to other government agencies
- keep a record for future reference.
If the QCAA accept the complaint after initial assessment, it will be referred to ASQA.
ASQA will record the information against the RTO and consider any future regulatory action needed. The QCAA will tell you and the school RTO that the complaint has been forwarded to ASQA. This will finalise the QCAA’s involvement.
Complaint about QCAA
Complaints about the QCAA as the RTO Regulator can be made.
This may include matters about:
- how an application is handled
- information provided by the QCAA
- actions taken by the QCAA employees.
To lodge a complaint about the QCAA, the principal (Chief Executive) or RTO manager (registration enquiries officer) will need to submit information to the Manager — QCE and QCIA Unit at vet@qcaa.qld.edu.au.
Our process
When the Manager — QCE and QCIA Unit, receives the written complaint:
- the QCAA will acknowledge the complaint in writing within 5 working days.
- send the complaint to ASQA as the national regulator to investigate.
ASQA may communicate with you about the complaint. See Complaints about ASQA for more information.
- Last updated:
- 14 September 2026
