The National Student Ombudsman is now able to receive and investigate complaints from higher education students about the actions of their higher education provider.
To lodge a complaint or find out more information please visit the National Student Ombudsman website.
Students can now escalate complaints to the National Student Ombudsman about the actions of their higher education provider.
The National Student Ombudsman can receive and investigate complaints about a broad range of issues, such as:
- 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 National Student Ombudsman can:
- consider whether decisions and actions taken by higher education providers are unreasonable, unjust, oppressive, discriminatory or otherwise wrong
- recommend a provider takes specific steps to resolve the complaint
- share information with relevant regulators for further compliance action if needed
- promote best practice complaints handling across the higher education sector
- offer a restorative engagement process between the student and the provider where appropriate, and
- bring parties together to resolve complaints through an alternative resolution process.
National Student Ombudsman Model Overview
An overview of the National Student Ombudsman is available for download. The overview provides more information about the operation of the National Student Ombudsman, including the kind of complaints it will be able to receive, how it will handle those complaints, and how it will work with providers and regulators to promote best practice across and improve accountability across the higher education sector.
Action Plan Addressing Gender-based Violence in Higher Education
The National Student Ombudsman is a key measure of the Action Plan Addressing Gender-Based Violence in Higher Education (Action Plan) and a recommendation of the Australian Universities Accord Final Report.
The proposed National Higher Education Code to Prevent and Respond to Gender-based Violence (National Code), another key measure of the Action Plan, will set best practice requirements for higher education providers in preventing and responding to gender-based violence.
Together, these measures will ensure greater oversight and accountability of higher education providers and help drive the social change we need to see in universities to address gender-based violence.
Who can make a complaint?
The National Student Ombudsman is able to receive escalated complaints from higher education students enrolled with TEQSA registered higher education providers. This includes, for example, former students, prospective students (e.g. people who have applied, or are attempting to apply, to become enrolled, or are in the process of enrolling), and students studying at overseas campuses of registered higher education providers.
The National Student Ombudsman can accept:
- complaints made on behalf of another person, with their consent
- anonymous complaints
- group complaints
- historical complaints.
What can students complain about?
Higher education students can complain to the National Student Ombudsman about a broad range of issues related to their studies or student life, 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.
There are some types of complaints that the National Student Ombudsman is excluded from handling. This includes complaints about:
- actions that rely on academic judgement (such as a grade received)
- actions relating to a vocational education and training (VET) course
- actions relating to employment.
How long does a student have to make a complaint to the National Student Ombudsman?
Generally, there is no timeframe within which a student is required to lodge a complaint.
The National Student Ombudsman can consider historical complaints if it is of the view the complaint can still be handled.
How can students make a complaint?
More information about where and how students can lodge a complaint is available on the National Student Ombudsman website.
Can students taking a short course or micro-credential complain to the National Student Ombudsman?
Yes, the National Student Ombudsman can accept complaints from or on behalf of a student enrolled in any course of study with a higher education provider other than in relation to a VET course.
Can the National Student Ombudsman consider complaints about student accommodation providers?
The National Student Ombudsman can receive and investigate complaints made by students living in accommodation which is owned and/or operated by their higher education provider, where a student is able to lodge complaints about their accommodation to their higher education provider.
Can the National Student Ombudsman consider complaints from VET students?
The National Student Ombudsman currently operates as an escalated complaints pathway for higher education students only.
Consideration may be given to expanding the National Student Ombudsman to VET students over time.
In the meantime, VET students can contact the National Training Complaints Hotline to have their complaint referred to the most appropriate authority.
Can higher education staff use the National Student Ombudsman?
The National Student Ombudsman is only able to receive escalated complaints from, or on behalf of, higher education students.
This approach recognises that there are existing complaints mechanisms for staff under the Fair Work Act 2009, new Respect at Work and positive duty obligations under the Sex Discrimination Act 1984, and the National Student Ombudsman will not duplicate or interfere with these functions.
For students who are also employed by a higher education provider, the National Student Ombudsman is only able to receive escalated complaints that relate to the person’s status as a student.
Further Information
For further information please visit the National Student Ombudsman website.
For information, support and advice about domestic, family and sexual violence, call 1800RESPECT (1800 737 732) or visit the 1800respect website. This is a free, confidential service available 24/7.