If you're unhappy with something at KKTC, or you disagree with a decision about you, you can tell us. It's free, it's confidential, and you won't be treated differently for raising it.

What you can raise

• A complaint about KKTC, our staff or trainers, an education agent, your placement service, or anyone who delivers services for us.
• An appeal if you disagree with a decision that affects you, such as an assessment result, a fee or refund decision, an RPL or credit transfer decision, or a decision to suspend or cancel your enrolment.

How to raise it

• Tell your trainer or any KKTC staff member, call 1800 216 752, or email admin@kktc.com.au.
• You can tell us in person, by phone or in writing. If you'd like help putting it in writing, we'll help you fill in the form.
• You can try to sort it out informally first, but you don't have to. If you'd like to, we'll arrange a conversation within 5 working days.
• You can bring a support person to any meeting. We can arrange an interpreter, and we'll make reasonable adjustments if you need them.

Make a complaint or appeal →

The online form opens in a new tab. Prefer to talk? Call 1300 048 133.

What happens next

1. We acknowledge it in writing within 3 working days.
2. We start looking into it within 10 working days. The person who decides wasn't involved in the matter.
3. You get the outcome in writing, with the reasons, usually within 20 working days. If it will take longer, we'll tell you why and keep you updated at least every two weeks.
4. If the outcome is in your favour, we act on it straight away.

Assessment appeals

If you disagree with an assessment result, you can talk to your assessor first, but you don't have to. Lodge your appeal within 20 working days of getting your result, or within 10 working days of talking it through with your assessor if that's later. A different qualified assessor reviews your evidence, and you get the outcome in writing within 20 working days. You can ask for an assessor from outside KKTC, at no cost to you. If your work was marked with the help of AI, you can ask for it to be re-marked by a person instead, for free.

Appeals about other decisions

Lodge your appeal within 20 working days of the decision letter. We'll accept a late appeal if there's a fair reason. A senior person who wasn't involved reviews the decision. If you're appealing a suspension or cancellation, your enrolment stays in place while the appeal is under way, unless someone's health, safety or wellbeing is at risk.

If you're still not satisfied

• Internal review: ask within 10 working days of the outcome. Our CEO reviews it and gives you a written outcome within 20 working days.
• Independent review: ask within 20 working days, and we'll arrange an independent person from outside KKTC to review it. KKTC pays for this. The reviewer makes the decision, and we act on it.
• You can also contact an external body at any time:

International students

You can also appeal a decision to report unsatisfactory course progress, to refuse a transfer, to defer, suspend or cancel your enrolment, or about a cancellation fee or refund. While your complaint or appeal is under way, we keep your enrolment and don't report the change in PRISMS, unless someone's safety is at risk. You keep attending class and placement in the meantime. If the outcome isn't in your favour, we'll tell you in writing, within 10 working days, that you can complain to the Overseas Students Ombudsman for free (1300 362 072, ombudsman.gov.au). We can't give migration advice; for visa questions, contact a registered migration agent or the Department of Home Affairs (131 881).

This process doesn't affect your rights under Australian Consumer Law.

Course fees

If you're eligible for government-subsidised training, your fee is set by your state's program and may be much lower or free. Concessions and exemptions apply as each program allows. Victorian students enrolled through Wodonga TAFE pay fees set by Wodonga TAFE. Check your eligibility.

Paying your fees

• You pay by instalments under a payment plan agreed when you enrol. We never hold more than $1,500 of your fees in advance.
• There are no late fees and no interest.
• Credit transfer is free. If credit transfer or RPL means you have fewer units to do, we reduce your fee and refund anything you've already paid for those units.

If you're having trouble paying

Tell us at any time, by phone, email or through your trainer. A short explanation of your situation is enough to change or extend your payment plan; we won't ask for more evidence. Your training and support carry on while we decide, and we'll give you our decision in writing, with the reasons and how to appeal. Anything you tell us about your situation is kept confidential.

If you miss a payment, we'll contact you and offer a payment plan and support first. As a last resort, your access to our learning systems may be closed, but only after we've given you at least 10 business days' written notice. We'll restore it the day you pay or agree a plan, and you can still get support, make a complaint or appeal while it's closed. We may hold your certificate until the agreed fees are paid. We'd only cancel your enrolment for unpaid fees once an amount is more than 28 days overdue and we've worked through the hardship process with you.

Refunds

• If you withdraw before your enrolment is confirmed, you get a full refund.
• If serious circumstances beyond your control stop you from continuing, you can apply for a full or partial refund, a waiver, or a credit towards a later course.
• Some state programs set their own refund rules (for example, in Queensland and South Australia the refund may be worked out on the units you've started, and NSW has Smart and Skilled rules). Where they do, those rules apply.

How to ask for a refund

1. Email admin@kktc.com.au. We'll send you the refund form within 1 business day.
2. We confirm your application within 3 business days and decide within 10 business days.
3. You get the decision in writing, showing how we worked it out.
4. We pay approved refunds into your Australian bank account within 30 days of your complete application, or sooner where a program requires it (for example, within 10 business days for a Smart and Skilled fee reduction after credit transfer or RPL).

If you disagree with a refund decision, you can appeal it under our complaints and appeals process. None of this affects your rights under Australian Consumer Law.

Credit transfer: units you've already completed

• If you already hold a unit in your course, on a qualification or Statement of Attainment from any registered training organisation, we'll give you credit once we've checked your certificate. This also applies to an older version of a unit that training.gov.au lists as equivalent.
• Credit transfer is free. We reduce your course fee for credited units, and refund anything you've already paid for them.
• If we can't give credit (for example, a unit isn't equivalent, can't be verified, or a licence like first aid needs to be current), we'll tell you why in writing and explain your other options, such as RPL or doing the training.

Recognition of prior learning (RPL): skills from work or life

• If you've built skills and knowledge through work, volunteering or life experience, you can apply for RPL. People already working in early learning services are encouraged to apply.
• A qualified assessor checks your evidence against everything the unit requires, to the same standard as any other assessment.
• If your evidence covers only part of a unit, we'll offer gap training and assessment for the rest.
• Any RPL fee is told to you before you apply.

How RPL works

1. We confirm your application within 3 business days and allocate a qualified assessor.
2. Your assessor talks it through with you within 10 business days and agrees an evidence plan.
3. You gather your evidence, normally within 6 weeks. This can include work samples, employer statements and a conversation with your assessor.
4. Your assessor decides within 10 business days of your final evidence, and you get the outcome in writing, with reasons, within 5 business days of the decision.

If a unit isn't recognised, you simply do the training for it, with no disadvantage.

Your choices

You can accept or decline an RPL or credit outcome in writing. If credit or RPL shortens your course, we'll adjust your training plan, fees and course length as your funding program allows. You can appeal any decision for free, within 20 working days, through our complaints and appeals process. Victorian students enrolled through Wodonga TAFE get credit through Wodonga TAFE.

International students

We'll assess credit and RPL before or at enrolment where we can, so your Confirmation of Enrolment shows the right course length. We'll give you a written record of any credit, and you'll need to accept it in writing. If an outcome you accept changes your course length after your Confirmation of Enrolment is issued, we update your enrolment and report the change in PRISMS, and we'll tell you the new course length in writing. If you decline it, your course stays the same. A change to your course length may affect your visa. We can't give migration advice.

You'll always get at least the refund Australian law requires. The $500 enrolment fee isn't refundable, unless KKTC can't deliver your course.

Refunds

• We pay refunds within 14 days for a visa refusal before you start or if KKTC can't deliver your course, and within 4 weeks of your written claim for everything else.
• Refunds go to the person who signed your Student Written Agreement, unless they tell us otherwise in writing. We confirm every refund in writing, with the calculation.
• You can ask for fees to be waived on compassionate or compelling grounds.
• Your prepaid fees are protected by the Tuition Protection Service.

Weekly tuition rates used for refunds

Packaged Courses are offered only to people applying from outside Australia. Where the law sets a different weekly rate for a refund, that rate is used.

Deferring or suspending your studies

You can ask to defer your start or suspend your studies for compassionate or compelling reasons, such as serious illness or a family emergency. We'll give you our decision in writing.

Withdrawing

You can withdraw at any time by telling us in writing. Within 30 days, we'll give you a Statement of Attainment for any units you've completed.

When KKTC may suspend or cancel your enrolment

We may suspend or cancel your enrolment for misbehaviour, unsatisfactory course progress or unpaid fees, as your written agreement sets out. Before we do:

1. We write to you with the reason, the support available and what you can do to avoid it.
2. You have at least 10 business days to respond, and 20 working days to appeal.
3. We don't report the change in PRISMS until the appeal period has passed or your appeal is decided, unless someone's safety is at risk.

If your enrolment is cancelled, we'll still issue any certificate you've earned. Changes to your enrolment can affect your visa. We can't give migration advice, so please talk to a registered migration agent or the Department of Home Affairs (131 881).

You can appeal any of these decisions through our complaints and appeals process, and then to the Overseas Students Ombudsman for free.