Consumer protection information for Smart and Skilled training providers


Approved Smart and Skilled training providers must have a consumer protection and complaints-handling system in place, as required by the Smart and Skilled Consumer Protection Strategy [pdf 415KB], the NSW Quality Framework [pdf 580KB] and the Australian Skills Quality Authority (ASQA).

Training provider obligations

The obligations of all approved Smart and Skilled training providers include, but are not limited to:

  • providing the training and support necessary to allow the consumer to achieve competency
  • providing a quality training and assessment experience for all consumers
  • providing a clear, accessible feedback and consumer protection system, including an identified consumer protection officer
  • maintaining procedures for protecting consumers' personal information.

Consumer information

Approved Smart and Skilled training providers must make the following information available to students:

  • The training provider's consumer protection policy (including the contact details of the consumer protection officer)
  • The Smart and Skilled Consumer Protection Strategy
  • The contact details for the Smart and Skilled customer support centre, as provided by Training Services NSW.

Complaints handling

As a first step, students are encouraged to discuss their concerns with their approved Smart and Skilled training provider. The provider's consumer protection officer should be able to help students with their concerns.

Approved Smart and Skilled training providers are required to include the Smart and Skilled website details and 1300 number on all public information, enrolment forms and student induction material, so that students are aware of their rights and options for making a complaint or providing feedback about their training.

Where Training Services NSW receives a complaint, the student is asked whether they have raised their concerns with their training provider and whether the provider has responded. If the student asks for further assistance, our officer initially tries to resolve the issue through information and mediation.

The discussions may take place through letters, emails, telephone conferences, video conferences or face-to-face meetings. The officer then advises on the most effective solutions to resolve the complaint.

While the officer handling the complaint will do all they can to help resolve the issue, they cannot guarantee a successful solution. The officer will inform both the student and the training provider when they have done all they can to assist. It's then up to the student or training provider to look for another, more formal process to resolve their dispute. View list of all Consumer Protection contacts.

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Page last updated: 26 July 2017