As part of its regulation of Australia’s higher education sector, TEQSA monitors the compliance of higher education providers with the Tertiary Education Quality and Standards Agency Act 2011 (TEQSA Act) and a set of quality standards, known as the Threshold Standards.
There are a number of options open to a person who wishes to make a complaint about a registered higher education provider.
Contact the higher education provider
If you would like to complain about a higher education provider, we suggest that you first approach the provider. All providers are required to have policies and procedures to manage complaints in a constructive and timely manner. Each provider should have an area responsible for dealing with complaints.
Other complaint handling bodies
Higher education providers are also required to have arrangements for review by an appropriate independent third party, if internal processes fail to resolve a grievance. If you are not satisfied with the way your complaint has been handled by a provider, you may also wish to contact one of the relevant bodies below:
- International students at private higher education providers can contact the Overseas Students Ombudsman
- Domestic and international students at public higher education providers can contact the relevant Commonwealth, State or Territory Ombudsman as follows:
- Commonwealth and ACT Ombudsman
- New South Wales Ombudsman
- Northern Territory Ombudsman
- Queensland Ombudsman
- South Australian Ombudsman
- Tasmanian Ombudsman
- Victorian Ombudsman
- Western Australian Ombudsman
- Domestic students at private higher education providers should ask the provider for details of their independent review mechanism for complaints.
- Overseas Students in Western Australia can access a free independent conciliation/ mediation service through the Department of Education Services’ International Education Conciliator. Through conciliation, mediation and dispute resolution processes, the Conciliator attempts to resolve disputes between international students and their institutions.
- The Office of the Migration Agents Registration Authority (OMARA) provide registration to migration agents; a list of registered agents can be located via https://www.mara.gov.au/. If a student has a complaint about a registered migration agent, or an education agent acting as a migration agent without being registered, a complaint can be lodged with OMARA.
Complaints relevant to another regulator
Your complaint may be relevant to another regulator or law enforcement body. If this is the case TEQSA may refer you to that body.
What we can address:
If you consider that your complaint is relevant to a provider’s compliance with the Threshold Standards or the TEQSA Act you can forward your complaint to TEQSA.
Any complaints TEQSA receives in writing about a provider will be kept and considered when TEQSA assesses if a provider is meeting its obligations under the TEQSA Act.
TEQSA will also assess any complaints about a provider in relation to possible false or misleading statements about its registration and accreditation status.
What we cannot address:
TEQSA is not able to investigate certain matters that fall outside of its legislated remit. Examples of what we cannot address include:
- matters of academic judgment, such as examination results
- requests for institutions to re-mark work
- grievances against individual staff
- issues concerning visas; or
- isolated mistakes or incidents of bad practice.
TEQSA has specific confidentiality obligations. This means we are not able to advise you of any regulatory action we may take in relation to the specific matter of the complaint. TEQSA will, however, publish regulatory decisions made on or after 1 July 2013 on its National Register of higher education providers at http://www.teqsa.gov.au/national-register.
You can send your complaints in writing to the postal or email addresses below:
GPO Box 1672
MELBOURNE VIC 3001
If you write to or email TEQSA with a complaint about a provider, you should provide:
- your name
- the provider to which your complaint relates
- whether you have raised the complaint with the provider (and if you have, the details of the provider’s response), and
- the details of your complaint.
While you may choose to submit a complaint anonymously, providing your name will help us to better deal with the issues raised in your complaint.
TEQSA has an Agency Service Charter which sets out our commitment to everyone who deals with us. This includes higher education providers, members of the public, current and prospective students at Australian higher education providers, experts and peak bodies. Our Service Charter can be found here.
If you feel we have not behaved in accordance with our Service Charter, or if you have another complaint about how TEQSA has carried out its work, please send your complaint in writing to the postal or email addresses below:
GPO Box 1672
MELBOURNE VIC 3001
If you have a complaint about the accuracy or usefulness of the information on our website please provide your feedback by using our online website feedback survey.
TEQSA is committed to the appropriate handling of public interest disclosures and to the provision of appropriate support for those who make a disclosure. TEQSA’s procedures for disclosures under the Public Interest Disclosure Act 2013 are available below.
If TEQSA’s internal complaint handling processes do not resolve the complaint to your satisfaction, you can take the matter further by contacting the Commonwealth Ombudsman.