More student support through new National Student Ombudsman

Photo by StudyPerth

The Australian Government has recently announced the establishment of a National Student Ombudsman.

An Ombudsman is a person who helps solve problems between people and organisations. So, if you have a complaint or feel like you have been treated unfairly by your education provider, the Ombudsman is there to investigate and help to fix the issue. This includes complaints about sexual assault and harassment. 

Once the complaint is made, they will be able to: 

• Decide whether the provider's actions are unfair or wrong,

• Suggest steps the provider can take to resolve the complaint, 

• Share information with regulators to improve student protections, and 

• Help bring people together to resolve the complaint if required. 

Who can complain?

All domestic and international students of higher education providers, except those enrolled in VET courses. In some cases, prospective or former students can also make complaints. 

What can you complain about?

You can make a complaint about any action of a higher education provider that you feel is unreasonable or unfair. Some examples include:

• Student safety

• Student welfare

• Course administration

• Teaching quality

• Facilities

• Disciplinary matters

• Reasonable adjustments for disability

• Student accommodation

Things you can't complain about include:

• Staff employment

• Actions that involve academic judgment, such as grading and feedback.

How to make a complaint

You can contact the National Student Ombudsman via: 

• An online form

• Telephone

• In writing

• In person at Office of the Commonwealth Ombudsman locations

If you require services to assist you in making a complaint, such as accessibility services and translation services, they will be available. 

The Ombudsman will start taking complaints from 1 February 2025. Click here for more information. 

If you wish to make a complaint prior to February, the existing complaints pathways are still in place, and you can find more information about those pathways here. 

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