The National Student Ombudsman for higher education students is now able to receive and investigate complaints and resolve disputes with higher education providers.
The National Student Ombudsman is a new statutory function of the Commonwealth Ombudsman. It will provide higher education students with an independent and impartial means to have complaints investigated and disputes resolved, improving the oversight and accountability of universities.
As of 1 February 2025, higher education students can escalate complaints to the National Student Ombudsman about the actions of their higher education provider if they are unhappy with their provider’s response. The National Student Ombudsman will be able to handle complaints about a broad range of issues, including:
- student safety and welfare, including gender-based violence
- course administration, such as timeliness and accuracy of information provided to students
- teaching provision and facilities, such as sufficiency of staffing to meet educational, academic and administrative needs of students
- disciplinary processes, such as procedures to address misconduct
- reasonable adjustments for students with disability or experiencing special circumstances.
The establishment of a National Student Ombudsman is the first action of the Action Plan Addressing Gender-based Violence in Higher Education (Action Plan). In February 2024, Education Ministers agreed to the Action Plan, which recognises the unique role of higher education providers in addressing gender-based violence and providing safe study, work, social and living environments.
To find out more about the role of the National Student Ombudsman, visit www.nso.gov.au.