The Commonwealth Ombudsman has reported a 65 per cent fall in complaints relating to Vocational Education Training (VET) Student Loans in the quarter to December 2020, the 14th update carried out by the Ombudsman’s Office, acting as the VET Student Loans Ombudsman.
The Ombudsman, Michael Manthorpe said his Office received a total of 730 VET FEE-HELP complaints during the reporting period, 1,371 less than the previous quarter (2,101).
“This was anticipated as complaint numbers have decreased during the October–December quarter for the past three years,” Mr Manthorpe said.
“We received 739 fewer VET FEE-HELP complaints this quarter, when compared to the same period last year—a 50 per cent decrease,” he said.
Mr Manthorpe said his Office finalised 1,690 complaints during 1 October to 31 December last year, a 37 per cent decrease than finalised during the previous quarter (2,695).
“This is due to a caseload that includes complaints about providers which are still operating,” the Ombudsman said.
“The need to obtain information from available providers means that complaints can take longer to assess.”
He said the majority of complaint finalisations were the result of his Office’s activity under the VET FEE-HELP Student Redress Measures (the redress measures).
Mr Manthorpe said complaints were finalised through the Department of Education, Skills and Employment accepting his Office’s recommendation relating to VET FEE-HELP debts; the Department’s Secretary Initiated Actions (SIAs) and tuition assurance activities; and complainants referred to their provider for consideration through the provider’s grievance procedures.
The Ombudsman’s 10-page quarterly update can be accessed at this PS News link.
