The Training Accreditation Council (TAC) regulates vocational education and training in Western Australia. All training providers that deliver or assess nationally recognised trainings must be registered with a State or National regulatory body to become a Registered Training Organisation (RTO).
The TAC handles complaints about TAC-registered RTO’s and oversees their registration and quality standards. The TAC may investigate complaints and take compliance action, but it does not usually provide personal remedies such as refunds, compensation, re-marking or legal advice.
What types of complaints can you make?
You can make a complaint to the TAC about:
- Registered Training Organisations (RTOs) not meeting registration standards: Concerns about course delivery, assessment methods, recognition of prior learning, equipment, and whether students are being assessed properly.
- Misleading course information: Inaccurate or unclear details about courses, fees, support, outcomes, work placements, or nationally recognised training.
- Undelivered services: Promised services such as work placements, trainer support, or assessment visits that were not provided.
- Student support issues: Poor support, lack of reasonable adjustments for disability, or unfair complaint and appeal processes.
- Governance concerns: The RTO is not operating in a way that protects students, training quality, integrity, or accurate reporting.
- Unregistered training providers: An organisation claims to deliver nationally recognised training without being a registered RTO.
- TAC’s own services and policies: Issues with TAC’s services, policies, or conduct including complaint handling.
TAC cannot handle complaints about:
- Training providers not registered with TAC, such as RTOs regulated by the Australian Skills Quality Authority (ASQA).
- RTO Staff conduct issues, including complaints about the behaviour or attitude of RTO staff.
- Personal disputes between students and trainers.
Jurisdiction: The TAC has authority to handle complaints against TAC-registered RTOs under the law of Western Australia.
Time limits: There is no specified time limit for making a complaint, but you are encouraged to make complaints as soon as possible.
Who can you make a complaint against?
You can submit a complaint against:
- A registered training organisation (RTO) registered with the TAC.
- An organisation or person falsely claiming to be a registered training organisation (RTO).
- An organisation delivering or advertising nationally recognised training without being a registered RTO.
- TAC’s own services or policies.
Are you eligible to make a complaint?
Anyone can make a complaint to the TAC. You can make a complaint on behalf of someone else with their written consent.
Pre-requisite steps: The TAC requires that you first submit your complaint directly with the training provider.
What can this body do to help?
The TAC may take the following action:
- Investigation: The RTO will be informed of the complaint and may be asked for a formal response and evidence.
- Require corrective action: If the RTO is not meeting TAC standards, it may be required to address the issue.
- Conduct an Audit: The TAC may audit the RTO to assess compliance with registration requirements.
- Take Regulatory Action: The TAC may impose sanctions or other regulatory measures where appropriate.
- Suspend or cancel registration: An RTO’s registration may be suspended or cancelled.
The TAC cannot provide personal remedies such as compensation, refunds, or legal advice.
How to prepare your complaint:
When making a complaint to the TAC, include as much clear information as possible.
Personal details: Include your name, contact information, and explain your role (for example student, parent, employer, or RTO staff member).
Details of the RTO: Include the RTO’s name and contact information, course or qualification details, and evidence that the organisation is registered with TAC. You can check training.gov.au to confirm whether the RTO’s registration manager is TAC.
Relevant Facts: Give details such as:
- Date, location, and course name.
- Trainer or assessor names.
- Detailed account of what happened including what was promised, and what actually occurred.
- Explain your desired outcome.
Evidence: Attach any supporting documents you have including learner agreements, enrolment documents, course advertising, assessment records, and correspondence.
What NOT to include: Do not include false or misleading statements.
Lodging your complaint and next steps:
You can submit your complaint in writing or over the phone:
- Online Form: Complaint · RTO Portal
- Email: taccomplaints@dtwd.wa.gov.au
- Post: Department of Training and Workforce Development, Locked Bag 16, Osborne Park DC, WA 6916
- Phone: 08 9224 6510
What happens next: The TAC aims to acknowledge your complaint within two working days. A complaint handling officer will be assigned to undertake an initial review and will contact you regarding next steps.
Where an audit is not required, the TAC aims to investigate and finalise all complaints within 90 days. You will be informed in writing of the outcome.
Other things to know: Let TAC know if you have any communication or support needs.
More information:
Refer to the factsheet provided below for more information.
