Introduction
On 1 April 2025, TEQSA implemented a new centralised enquiries approach that will deliver greater benefits for registered higher education providers.
TEQSA’s Enquiries Management team is now the dedicated first point of contact for all new provider enquiries.
The Enquiries Management team will facilitate agency-wide coordination, streamline communication and undertake real-time data analysis to help inform decision making.
The shift to a centralised model, foreshadowed during our service charter consultation in 2024, reinforces TEQSA’s commitment to deliver high-quality and timely service to the higher education sector.
The below FAQs have been developed to help answer questions from providers.
Can providers still contact TEQSA via phone?
Yes. While providers can reach the Enquiries Management team by calling 1300 739 585, we recommend using email via providerenquiries@teqsa.gov.au as the preferred method of communication to ensure accurate advice in writing.
Will providers continue to have a dedicated case manager?
While each enquiry will have a dedicated and experienced senior manager, it is not strictly limited to an individual, as all members within the Enquiries Management team may also support the enquiry as necessary.
This is a shift from the previous approach, where enquiries were limited to an individual staff member. Based on the feedback from the sector, a centralised approach ensures business continuity, consistency and greater support to providers.
When should a provider continue to contact an Assessment Manager?
Where you have an active application or regulatory matter with TEQSA, the assigned Assessment Manager will be your contact for that matter. This may be an initial registration, course accreditation or renewal, re-registration, CRICOS or compliance investigation. In circumstances when an Assessment Manager has not responded within 5 working days, please contact the Enquiries Management team at providerenquiries@teqsa.gov.au to assist with a follow-up.
Providers should also continue to submit material change notifications via the usual channel.
For all non-assessment related enquiries, you can contact the Enquiries Management team.
To help, providers are encouraged to check the TEQSA key contact page that lists specialist contact teams across the agency that are best placed to assist. When in any doubt, providers should contact the Enquiries Management team in the first instance.
Will my enquiry be managed by a different person every time I call or send an email to the Enquiries Management team. Does this mean I will have to explain myself every time I am in contact with a new team member?
Each enquiry is assigned to an experienced TEQSA senior manager within the Enquiries Management team. A senior manager will then work with the provider, and where necessary, reach out across TEQSA teams for information and support, until the enquiry is finalised. Therefore, the provider will not have to explain themselves with each communication.
In instances where the senior manager is unavailable, the centralised approach ensures that the briefing of individual provider enquiries between TEQSA staff is seamless.
In the previous approach, my case manager understood the history and needs of my institution. Will that be the same under the new approach?
Yes, all ongoing provider enquiries will be transferred to the Enquiries Management team. The transition process will involve a detailed handover from the previous case manager and clear documentation within the provider’s profile.
The new approach enables the Enquiries Management team’s senior managers to collaborate with internal TEQSA staff (as necessary), ensuring that all aspects of a provider’s history are well understood.
How will the transition impact the speed and quality of support?
The centralised enquiries management approach is designed to improve response times and streamline support. By having all enquiries handled by a specialised, centralised team, TEQSA can address provider needs faster and more efficiently. TEQSA also expects that consistency and centralised resources will lead to higher quality responses over time, with better support and coordination.
What is the process for escalating urgent enquiries?
Urgent issues will be flagged in our system, and they will be prioritised accordingly. If necessary, the enquiry will be escalated to senior staff or specific TEQSA groups, ensuring that it gets addressed promptly and accurately.
Providers are encouraged to mark their enquiry as urgent and/or follow up with a phone call, as appropriate.
How will my institution’s information be managed and tracked?
Your institution’s history and related documentation are stored securely, which ensures easy access by senior managers and other relevant TEQSA staff. TEQSA has strict data security measures to protect sensitive information. The centralised system tracks the status of each enquiry, ensuring that no information is lost, and that each enquiry is followed up promptly.
How will I be informed of the status of my enquiries?
Regular updates will be provided as your enquiry progresses, and Enquiry Management team’s senior managers will communicate any important changes.
What happens if I’m dissatisfied with the outcome of an enquiry?
If you are dissatisfied with the outcome, you can submit feedback directly to the Enquiry Management team’s senior manager handling the enquiry in the first instance or write to feedback@teqsa.gov.au. There is an escalation process in place for reconsidering or reviewing enquiry responses.
How will the centralised enquiries management approach address the specific needs of different types of providers (e.g. Universities, Institutes of Higher Education, University Colleges)?
The centralised approach is flexible and tailored to address the diverse needs of higher education providers. The team have expertise across all types of providers, ensuring that every aspect of an enquiry is managed appropriately and effectively.
Can anyone from my institution contact the Enquiries Management team?
No. To safeguard the confidentiality of each provider and to ensure responses reach the right teams, only recognised TEQSA provider contacts who have been authorised by the Vice Chancellor, CEO, or equivalent to communicate with TEQSA will receive a response from the team.
In cases where an unauthorised staff member or student contacts the team, TEQSA will respond and inform them that they need to contact their institutions authorised TEQSA contact.
How do I become an authorised TEQSA provider contact for my institution?
Contact the office of the senior executive of your institution (e.g. Vice Chancellor/ President/ Principal/ Chief Executive Officer) and seek advice on how to become an authorised TEQSA provider contact.
Provider enquiries help and support