Raise a concern or complaint

TEQSA collects and analyses information to assure the quality of Australia’s higher education providers. One source of information used is concerns and complaints raised with us. This information helps TEQSA assess whether or not a provider is meeting their regulatory obligations.

Concerns and complaints are prioritised based on our compliance priorities. Generally, we pursue issues that pose the greatest risks to either students or the integrity, quality or reputation of Australia’s higher education sector.

If you wish to raise a concern or complaint, we recommend first checking that we are the most suitable organisation to assist. You can do this by reading the below section, How to raise a complaint or concern.

If you are a student seeking to resolve a complaint with your higher education provider, the National Student Ombudsman may be best placed to help you. The National Student Ombudsman works with students and higher education providers to resolve complaints. It is a free, independent service and does not take sides.

How to raise a complaint or concern

1. Raise your concern with the provider
2. Confirm TEQSA is the right organisation to help
3. Raise a complaint or concern.

1. Raise your concern with your provider

Before raising a complaint or concern with TEQSA, we encourage you to raise it directly with your provider, where appropriate. Providers have complaints processes in place to help you resolve issues.

Your provider’s process will generally require you to submit the complaint in writing. You should receive a formal response, outlining how your complaint will be considered and when you can expect a response. The provider should investigate your complaint and notify you in writing of the outcome.

If your complaint is not resolved by the provider’s internal processes, you can seek a review from an independent third party. Providers are required to have a process in place for students to seek an appropriate independent, third party review. This process must be available to students at no charge or at a reasonable cost. In many cases, the third party may be the office of an ombudsman, such as the National Student Ombudsman.

2. Confirm TEQSA is the right organisation to help

3. Raise a complaint or concern

Relocating or adding a new location

CRICOS-registered providers require approval from TEQSA to add any location to the provider's CRICOS registration, either through relocation or a new location.

Providers seeking TEQSA’s approval should submit an Intention to relocate or add new delivery site application through the provider portal.

Your application should demonstrate how your governing body has assured itself that the arrangements for the new location include adequate and appropriate space, staff and resources for students, in accordance with Standard 11.2 of the National Code of Practice for Providers of Education and Training to Overseas Students 2018 (National Code 2018).

Your application should also take into consideration your total student capacity. If you wish to add a new location, you may request to transfer some of your existing student capacity from an existing location to the new location.

If you wish to increase your total student capacity, you will need to submit the Change Student Capacity on CRICOS application, and supporting evidence that demonstrates adequate space, staff, student resources to support your request.

Processing times

Standard 11.3 of the National Code 2018 requires providers to submit the application at least 30 days prior to the intended commencement date for delivery at the new location.

TEQSA strongly encourages providers to submit their application as soon as practicable and ensure it contains all of the information we require to make our decision.

TEQSA recognises that providers have operational and commercial interests in commencing delivery at a new site as soon as is practicable. While we endeavour to complete assessments as efficiently as we can, assessment times can vary considerably, depending on the:

• complexity of the application
• regulatory history of the provider
• risks identified by TEQSA
• volume of applications being assessed by TEQSA’s CRICOS team
• quality and completeness of the application and supporting materials.

Given these matters, and to allow TEQSA time to assess and finalise your application, we recommend that providers allow at least 60 days from the date they make their application to the proposed date of commencement of delivery at the new site. TEQSA will only approve a new location where we are satisfied that all relevant criteria have been met.

Evidence requirements

Self-assurance report

TEQSA requires that providers seeking to add a new location to their CRICOS registration or relocate a location submit a self-assurance report.

A self-assurance report is an opportunity for providers to demonstrate the effectiveness of their self-assurance mechanisms.

The self-assurance report should outline how the provider’s governing body assures itself of the quality of its education operations, and that it meets and will continue to meet the requirements applicable to maintaining adequate and appropriate space, staff, and resources for students at its locations, of the Education Services for Overseas Students Act 2000 (ESOS Act), National Code 2018 and, where relevant, the ELICOS Standards 2018 (ELICOS Standards) and the Education Services for Overseas Students (Foundation Program Standards) Instrument 2021 (Foundation Program Standards).

The self-assurance report for an Intention to relocate or add new delivery site application should consist of no more than 5 pages, and address the requirements set out below.

Note: all claims made in the self-assurance report must be substantiated by evidence, with reference to specific supporting documents in-text. Wherever possible, supporting evidence should be directly accessible via in-text hyperlinks, included as attachments to the report where specified, or otherwise listed in an index for later submission on request.

Key considerations

As part of the self-assurance report, providers wishing to relocate or add a new location on CRICOS should:

1. Provide evidence of how risks have been identified, managed, and mitigated, and how the provider will manage these risks going forward, including areas for continuous improvement, and associated actions and measures to monitor success.
2. Demonstrate how the provider manages key sector risks in the following areas:

3. Outline how the provider is maintaining robust oversight of the effectiveness of its mechanisms for monitoring the performance of its education agents.
4. Outline how the governing body is currently assuring itself that the mechanisms it has in place are effectively managing the risk that it is recruiting non-genuine students.

To demonstrate appropriate space

5. Outline the rationale for relocating or adding a new location, including how the application aligns with the provider’s strategic and business plans.
6. Outline the due diligence undertaken by the provider in vetting the new location including any approvals acquired by the Academic Board or governing council.
7. State the number of domestic students expected to attend the campus.
8. If the space will be used by any other provider, outline how the space will be shared.
9. If the location has previously been approved for delivery to overseas students and registered on CRICOS, include details of the previous provider registered at the location.
10. Outline security arrangements for the location during operating hours, including library hours or after hours.
11. Include as an attachment to the self-assurance report:
    • a current signed lease for the location
    • evidence of the approved maximum occupancy for the location; if evidence of an approved maximum occupancy is unavailable, include floor plans showing dimensions of all spaces
    • a draft timetable, demonstrating how the requested student capacity will be accommodated in the space, including appropriate time for student cohorts to change between classes without exceeding the location's maximum capacity, staff at the location, and an allocation for students using common spaces at the location
    • evidence of the location’s approval for education purposes (9B classification)
    • floor plans that show teaching spaces, amenities, student breakout area, meeting and staff rooms, library, counselling rooms and any specialist teaching facilities required for any course.

To demonstrate appropriate staff

12. State the number of full-time and casual academic staff and non-academic staff (e.g. librarian, admin, IT) and any supporting evidence to show that the number of staff will be appropriate for the projected student numbers.
13. Include data outlining the number of projected overseas and domestic students at the location over the next 3-5 years, and supporting evidence to show that the number of staff, and associated resources and support will be appropriate for the projected student numbers, including student to staff ratios. Please use the following template to help communicate your workforce planning and student growth projections: SSR calculation template 
14. Include as an attachment to the self-assurance report:
    • a current workforce plan, highlighting plans for recruitment of new staff, staff training and induction.

To demonstrate appropriate student resources and support

Note: If you are relocating and all current academic and non-academic staff, student resources, and supports will be available at your new location, please state this clearly in your application. If TEQSA has previously assessed the appropriateness of the staff and student resources, no further evidence will be required to assess the appropriateness of staffing, student resources, and support.

15. Describe IT resources and library resources and facilities available at the location.
16. Outline whether the library is accessible and open for extended hours for ease of student access.
17. List student support services available at the location.
18. Include evidence that student support services including academic support will be sufficient to service the number of students at the location.
19. Include as an attachment to the self-assurance report:
    • the provider’s critical incident policy, including emergency contacts.

To demonstrate compliance with obligations under section 46D of the ESOS Act

If you are relocating students from an existing location to a new location, please provide a copy or draft of the correspondence to advise students about the relocation. This should demonstrate how obligations under section 46D of the ESOS Act will be discharged by the provider where the provider has defaulted in relation to the student, as defined in section 46A of the ESOS Act.
 

Frequently asked questions (FAQs)

Can I register a campus with multiple premises as a single location?

For providers with self-accrediting authority (SAA), TEQSA only requires the registration of a single location on CRICOS where learning takes place in multiple connected premises (commonly referred to as a campus). Premises may be considered connected when they are located in the same suburb or locality, or otherwise in close proximity. Providers should ensure that students are not disadvantaged when required to travel between premises within the registered location. In addition, providers should submit a material change to notify TEQSA when a premises at a new address is added to an existing campus/registered location. TEQSA expects that SAA providers assure themselves of ongoing compliance with all requirements of the National Code 2018 when managing multiple connected premises at a registered location.

Do I need to make an application to remove a registered location from CRICOS?

Am I required to apply to add a location if I am adding a new level at a multi-level building where I already have a location registered?

Yes. If you are adding a new level at a multi-level building where you already have a location registered, TEQSA will need to assess the suitability of the new level.

Further information

For more information or assistance applying to relocate or add a new location, please contact the CRICOS team at cricos@teqsa.gov.au.

Changing student capacity on CRICOS

CRICOS-registered providers are required to ensure that the maximum number of overseas students for a location (student capacity) reflects the appropriateness of the staff, education resources, and facilities for the delivery of courses.

Providers seeking to change the student capacity at a location or to reallocate capacity between locations, should apply to Change student capacity on CRICOS through the provider portal.

An application must demonstrate that the space, staff and education resources are adequate to support the requested student capacity, in accordance with Standard 11.2 of the National Code 2018.

Your application should consider your total student capacity across all CRICOS-registered locations. If the application is concurrent with an Intention to relocate or add new delivery site application, you may request to transfer some of your existing student capacity from an existing location to the new location. This reflects the reallocation of staff and/or resources between registered locations.

TEQSA will also consider a provider’s capacity to identify and mitigate key risks in the recruitment of overseas students.

Providers applying to increase their total student capacity should expect that TEQSA will look closely at their effectiveness in managing risks associated with the recruitment of overseas students. This will involve analysis of data from PRISMS and other sources in relation to student outcomes and the performance of contracted education agents.

TEQSA will only approve a change to student capacity where it is satisfied that all relevant criteria have been met and that the provider is effectively managing risks associated with the recruitment of overseas students.

Processing times

Standard 11.3 of the National Code of Practice for Providers of Education and Training to Overseas Students 2018 (National Code 2018) requires providers to apply at least 30 days prior to the time at which the change to the provider’s capacity at a location(s) or total capacity is proposed to take effect.

TEQSA recognises that providers have operational and commercial interests in seeking an outcome on their request to change student capacity as soon as is practicable. While we endeavour to complete assessments as efficiently as we can, assessment times can vary considerably, depending on the:

• complexity of the application
• regulatory history of the provider
• risks identified by TEQSA
• volume of applications being assessed by TEQSA’s CRICOS team
• quality and completeness of your application and supporting materials.

TEQSA strongly encourages providers to ensure that their application contains all the information TEQSA requires to make its decision.

Given these matters, we recommend that providers allow at least 60 days from the date they make their application for TEQSA to assess and approve your application.

There are no fees to submit the Change student capacity on CRICOS application. For more information regarding fees providers must pay in relation to other applications made to TEQSA, refer to our application-based fees page.

Evidence requirements

Self-assurance report

TEQSA requires that providers seeking to change capacity at a location registered on CRICOS or to reallocate capacity from an existing CRICOS-registered delivery location submit a self-assurance report.

A self-assurance report is an opportunity for providers to demonstrate the effectiveness of their self-assurance mechanisms.

The self-assurance report should outline how the provider’s governing body assures itself of the quality of its education operations, and that it meets and will continue to meet the requirements applicable to maintaining adequate and appropriate space, staff, and resources for students at its locations, of the Education Services for Overseas Students Act 2000 (ESOS Act), the National Code 2018 and, where relevant, the ELICOS Standards 2018 (ELICOS Standards) and the Education Services for Overseas Students (Foundation Program Standards) Instrument 2021 (Foundation Program Standards).

The self-assurance report for an application to Change student capacity on CRICOS should consist of no more than 5 pages, and address the requirements set out below.

Note: All claims made in the self-assurance report must be substantiated by evidence, with reference to specific supporting documents in-text. Wherever possible, supporting evidence should be directly accessible via in-text hyperlinks, included as attachments to the report where specified, or otherwise listed in an index for later submission on request.

Key considerations

As part of the self-assurance report, providers wishing to change capacity at a location or to reallocate capacity from an existing delivery location on CRICOS should:

1. Provide evidence of how risks have been identified, managed and mitigated, and how the provider will manage these risks going forward, including areas for continuous improvement, and associated actions and measures to monitor success.
2. Demonstrate how the provider manages key sector risks in the following areas:

3. If the provider is applying to change capacity within 12 months of their most recent application, provide evidence that the change has been approved by the provider’s governing body, and that the provider has assured themselves there will be appropriate space, staffing and resources to accommodate the change.
4. Outline how the provider is maintaining robust oversight of the effectiveness of its mechanisms for monitoring the performance of its education agents.
5. Outline how the governing body is currently assuring itself that the mechanisms it has in place are effectively managing the risk that it is recruiting non-genuine students.

To demonstrate appropriate space

6. State the number of domestic students expected to attend the campus.
7. If the space will be used by any other provider, outline how the space will be shared.
8. If the location has previously been approved for delivery to overseas students and registered on CRICOS, include details of the previous provider registered at the location.
9. Outline security arrangements for the location during operating hours, including library hours or after hours.
10. Include as an attachment to the self-assurance report:
    • a current signed lease for the location
    • evidence of the approved maximum occupancy for the location; if evidence of an approved maximum occupancy is unavailable, include floor plans showing dimensions of all spaces
    • a draft timetable, demonstrating how the requested student capacity will be accommodated in the space, including appropriate time for student cohorts to change between classes without exceeding the location's maximum capacity, staff at the location, and an allocation for students using common spaces at the location
    • evidence the location is approved for education purposes (9B classification)
    • floor plans that show teaching spaces, amenities, student breakout areas, meeting and staff rooms, library, counselling rooms and any specialist teaching facilities required for any course.

To demonstrate appropriate staff

Note: If your application to change capacity is concurrent with an application to relocate or add a new delivery site and is for the reallocation of capacity (no increase to overall capacity), and you are moving all existing academic and non-academic staff from your previous location to your location, please state this clearly in your application. If TEQSA has previously assessed the appropriateness of staff, no further evidence will be required to assess the appropriateness of staff.

11. State the number of full-time and casual academic staff and non-academic staff (e.g. librarian, admin, IT) and any supporting evidence to show that the number of staff will be appropriate for the projected student numbers.
12. Include data outlining the number of projected overseas and domestic students at the location over the next 3-5 years and supporting evidence to show that the number of staff, and associated resources and support will be appropriate for the projected student numbers, including student to staff ratios. Please use the following template to help communicate your workforce planning and student growth projections: SSR calculation template
13. Include as an attachment to the self-assurance report:
    • a current workforce plan, highlighting plans for recruitment of new staff, staff training and induction.

To demonstrate appropriate student resources and support

Note: If your application is concurrent with an application to relocate or add a new delivery site, and all current student resources and supports will be available at your new location, please state this clearly in your application. If TEQSA has previously assessed the appropriateness of these student resources, no further evidence will be required to assess the appropriateness of resources.

14. Describe IT resources and library resources and facilities available at the location.
15. Outline whether the library is accessible and open for extended hours for ease of student access.
16. List student support services available at the location.
17. Include evidence that student support services including academic support will be sufficient to service the number of students at the location.
18. Include as an attachment to the self-assurance report:
    • the provider’s critical incident policy, including emergency contacts.

Further evidence

When assessing an application to increase overall student capacity, TEQSA considers the extent to which the provider has effective systems for identifying and mitigating key risks in the recruitment of overseas students. This is primarily achieved through the integrity of admissions and student support processes and procedures, and the robust oversight of the effectiveness of mechanisms for monitoring the performance of education agents.

Where a provider meets one or more of the following risk factors, their application will include further evidence demonstrating how it is managing risks associated with overseas student recruitment and admission and management of education agents, and how its governing body is currently assuring itself that the mechanisms it has in place are effective.

Providers should provide further evidence where they:

• are in their first registration cycle, OR
• have an Agency Incompletion Rate or Agency Visa Refusal Rate greater than 5% over the median for all agencies (based on the PRISMS Agency Dashboard), OR
• have received an overall ‘high’ risk to students rating or a ‘high’ rating for student attrition in the most recent TEQSA Provider Risk Assessment, OR
• have a condition imposed on their CRICOS registration.

Frequently asked questions (FAQs)

Can I transfer student capacity between registered locations on CRICOS?

Student capacity is not automatically transferrable between registered locations. TEQSA conducts individual assessments of each registered location to determine suitability of the facilities, including the capacity of the premises in line with its existing approved capacity limits.

If a location is removed from CRICOS, its capacity will be deducted from the provider’s total overseas student capacity. Should a provider wish to increase the capacity of a CRICOS-registered location to accept students from locations removed from CRICOS, a Change student capacity on CRICOS application must be submitted. This application should include sufficient evidence to demonstrate that the space, staff and resources at the location are adequate to accommodate the increase in students.

Further information

For more information or assistance with preparing an application to change student capacity on CRICOS, please contact the CRICOS team at cricos@teqsa.gov.au.

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