Raising a complaint or concern

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

TEQSA protects the interests of students and the reputation and standing of Australian higher education. We use complaints and concerns as a source of information, along with other risk intelligence and our compliance priorities, to decide when regulatory action is appropriate.

TEQSA can take action when there is concern about a serious systemic risk to students, or to the quality or reputation of Australia’s higher education sector. Some examples include, student wellbeing and safety, admission practices, and the quality of teaching and learning. TEQSA’s actions will be guided by its current compliance priorities.

We cannot take action on concerns that are not in our scope of responsibility. Examples include guidance on interpreting a provider’s policies and procedures, or disputes about an individual’s:

  • assessment results or outcomes
  • recognition of prior learning
  • fees and refunds
  • cancellations
  • scholarships.

There are other organisations who can assist you if a matter is outside TEQSA’s scope of responsibility. The types of matters that fall outside TEQSA's responsibility, and that can be responded to by another organisation, include:

Resolving a complaint or dispute with a higher education provider

International students resolving complaints or disputes with private providers about administrative actions or decisions and the related processes

Concerns about a Vocational Education and Training (VET) course

Matters relating to HELP loans, including FEE-HELP

Matters relating to VET FEE-HELP or VET Student Loans

Complaints about migration agents

Matters relating to student visa requirements or reporting suspicious activities relating to immigration or citizenship

3. Raise a complaint or concern

Please complete our form using the link below.

Raise a complaint or concern

We’ll acknowledge receipt of your complaint or concern by email and carefully consider the appropriate response. There are a range of possible outcomes, and these are outlined on our What happens next page.

For more information about how we handle concerns and complaints, please see our Concerns and complaints about providers policy.

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