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What can students expect from providers?

Teacher talking to student in front of lap top

All Australian higher education providers must offer students quality higher education and access to information related to their experience.

The Higher Education Standards Framework (Threshold Standards) 2015 (HES Framework) sets out a number of requirements that all providers must meet in order to be registered with TEQSA. The HES Framework has been structured to align with student experiences – from enrolment to award of qualification.

In line with the requirements of the HES Framework, providers must inform both current and future students in relation to:

  • fees and refunds
  • who to contact for particular questions
  • academic requirements and deadlines
  • complaints and grievance processes, including access to external review processes if a complaint has not been resolved (more information is available in our Complaints section)
  • operations contracted to a third party
  • access to learning resources, including technical requirements for access to IT system support services
  • ways to enhance personal safety and security, both on and off campus.

What if I have an issue with a higher education provider?

If you are unhappy about aspects of your experience with a higher education provider, you should access the policies and procedures they have established to resolve complaints. These policies and procedures should be easily accessible, consistent, fair and confidential. They should also provide advice and support on how to resolve your complaint.

In most cases, your complaint should be resolved locally and informally. However, you may need to use your provider’s formal complaints procedures.

We can only accept complaints about a provider’s compliance with the Tertiary Education Quality and Standards Act 2011 and the HES Framework. More information on what we can and cannot accept complaints about is available in our Complaints section.