In Australia, the Ombudsman provides free, confidential and independent services to help international students resolve complaints about their study experience.

Before you make a complaint with the Ombudsman, you must first complete the formal complaints process offered by your education provider.

National Student Ombudsman

The National Student Ombudsman (NSO) assists international students studying in higher education courses (for example a bachelor or post graduate degree at an Australian university).

The NSO can assist with these types of issues:

• student safety and wellbeing, including gender-based violence, discrimination, racism, antisemitism and islamophobia
• student enrolment and exclusion
• student applications for special consideration
• providers changes to course structures
• providers complaint and appeal procedures
• providers failure to clearly explain their decisions.

The National Student Ombudsman has produced a Tips sheet with helpful advice for students about raising a complaint and providing supporting information for the complaint.

Victorian Ombudsman

The Victorian Ombudsman assists international students studying in Vocational Education and Training (VET) courses through a public provider.

The Victorian Ombudsman can assist with these types of issues:

• enrolment and exclusion
• applications for special consideration
• changes to course structures
• disciplinary, complaint and appeal procedures
• remission of HECS debt
• recognised prior learning.

The Ombudsman will look at how the education provider has responded to your complaint, including whether you have been treated fairly during the process.

Commonwealth Ombudsman

The Overseas Student team at the Commonwealth Ombudsman assists international students studying in Vocational Education and Training (VET) courses through a private provider.

The Commonwealth Ombudsman can assist with these types of issues:

• course fees and refunds
• transfers between courses or providers
• intention to report to Home Affairs for unsatisfactory course progress or attendance
• cancellation of enrolment
• deferment and suspension of studies
• incorrect advice given by an education agent
• refusing admission to a course
• your private education provider’s handling of your complaint or appeal, including complaints about:
• grades and assessments
• academic misconduct decisions