Consumer protection is stronger with Smart and Skilled


The NSW Quality Framework includes measures to inform consumers about their rights and provides a clear avenue for complaints.

The NSW Department of Education and NSW Fair Trading have agreed to share information to assist the ongoing integrity of the State's training sector. Under the agreement, the NSW Department of Education is able to request information on investigations and disciplinary matters by NSW Fair Trading to determine the ongoing suitability of training providers.

Training Services NSW has also developed a Consumer Protection Strategy to:

  • inform consumers and support their rights
  • facilitate discussions between consumers and training providers to resolve complaints
  • refer all parties to other relevant government agencies as required.

Consumer protection for students

Students are encouraged to speak with their training provider about any issues or concerns. All approved Smart and Skilled training providers must have a consumer protection officer who can assist students with their issues. Students can also contact the Smart and Skilled customer support centre to seek assistance, ask for advice or make a complaint. View Consumer protection for students.

Training providers' consumer protection obligations

Approved Smart and Skilled training providers must have processes to protect consumers and handle complaints as required by the Australian Skills Quality Authority (ASQA) and the NSW Quality Framework. View Consumer protection for training providers.

For more information, you can read the Smart and Skilled Consumer Protection Strategy [Pdf 416KB]

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