Before you raise a concern
1. Have you raised the concern with the provider?
We encourage you to raise the concern directly with the provider, where appropriate. This is because providers have complaints processes in place to assist you to receive a timely and effective resolution with the provider.
We welcome concerns to assist us in our regulatory functions.
Provider complaint handling process
Providers are required to have formal complaints policies and procedures in place. These policies and procedures should be current and easily accessible.
The process will generally require you to submit the complaint in writing. You should receive a formal response from the provider, outlining how your complaint will be considered, and a timeframe for when you should receive a response. The provider should investigate your complaint and notify you in writing once it has been resolved.
Independent, third party review
If your complaint cannot be resolved by the provider’s internal processes, you can seek an independent, third party review. Providers are required to have a process in place for students to seek an appropriate independent, third party review. This process must be accessible to students at no charge or at a reasonable cost.
If you are a student studying with a public provider (for example, most universities and TAFE), you can make a complaint to the Ombudsman in the state or territory of the provider. The Ombudsman considers complaints about administrative actions or decisions and the related processes. For more information on the Ombudsman’s role and submitting a complaint, see:
- ACT Ombudsman
- New South Wales Ombudsman
- Northern Territory Ombudsman
- Queensland Ombudsman
- South Australian Ombudsman
- Tasmanian Ombudsman
- Victorian Ombudsman
- Western Australian Ombudsman
If you are an international student studying with a private provider, you can make a complaint to the Commonwealth Overseas Student Ombudsman (OSO). The OSO manages international student complaints about private providers that relate to administrative actions or decisions and the related processes. The OSO does not consider educational quality issues.
If the relevant Ombudsman does not have jurisdiction to consider your complaint, your institution should be able to refer you to the appropriate independent third party.
2. Should you raise the concern with TEQSA or a different organisation?
Our role as the national regulator is to ensure that higher education providers comply with their obligations under our regulatory responsibility.
Read more about what TEQSA can’t take action on, including:
- matters outside our responsibility that should be raised with the provider
- matters outside our responsibility that should be raised with another organisation.