Frequently asked questions
FAQs - Students
Is there a time limit for making a complaint?
There is no time limit for matters you want to raise with the NSO. We can consider complaints that have happened recently or in the past.
Do I have to be a current student to make a complaint?
No. We accept complaints from current, prospective and former students.
This includes study at all levels - diploma, undergraduate, postgraduate, and higher degree by research.
Can I make a complaint if I am an international student?
Yes, international students can make complaints to the NSO about Australian higher education providers. Our online form can be completed anywhere, anytime.
If you would like to contact us via phone from outside of Australia, please call +61 2 5117 3600.
Do I need to raise my complaint with my university/provider first?
Students are encouraged to raise their complaint directly with the provider before approaching the NSO, however this is not a requirement, particularly if you do not feel safe or comfortable to do so.
If you have not complained directly to your provider, we will ask you to share the reason for this and work with you to determine the most suitable resolution pathway.
What information should be included when I submit a complaint?
When you submit a complaint, we will ask you to provide your name and contact details (unless you are choosing to submit a complaint anonymously), and the name of the higher education provider you're complaining about.
We will also ask you if you have raised your complaint directly with your provider, and request that you outline the details of your complaint. The sort of information that you may want to provide includes:
- what happened and when it happened
- details of any actions you have already taken to address the issue with your provider, including who was involved and what the outcome(s) were
- copies of any emails, letters, or other relevant documentation to support your complaint
- information about the outcome you are seeking.
Can I get support to make my complaint?
We provide multiple channels for you to submit a complaint, including phone, an online form or in-person.
If you need assistance in a language other than English, we can organise an interpreter. The Translating and Interpreting Service (TIS) is a free-of-charge service available on 131 450.
Someone else can also make a complaint for you. You will need to complete and return this form to allow us to discuss your complaint with them.
What happens after I contact the NSO?
When you file a complaint via our online form, you will receive an auto-acknowledgement email with your complaint reference number. If you make a complaint via the phone or in person, you will receive your reference number verbally.
Our team will then consider the information you have provided, including the outcome that you’re seeking. If we need to request further information, we will contact you via your preferred contact method.
We won’t progress complaints further until they have been discussed with you, and we have your consent to proceed.
We have multiple resolution options available. The pathway taken will vary based on the uniqueness of each complaint.
Can I make an anonymous complaint?
The NSO can accept anonymous complaints. These can be made via the phone or by using a pseudonym on the online form.
Filing an anonymous complaint may limit the resolution options available for individual complainants, however the NSO may be able to contact a provider to request further information, make recommendations, or take another action in response to an anonymous complaint.
Information provided via anonymous complaints may also form part of an NSO investigation into a particular issue across the sector.
Will my complaint be kept confidential?
Privacy and confidentiality are of the utmost importance for the NSO. We will only disclose information about your complaint to the provider or another government agency with your consent.
You can still make a complaint if you don’t wish for your information to be shared, but we may be unable to progress or resolve your complaint.
Will you tell me the outcome of complaint?
Yes, we will always explain the outcome of your complaint and how we made our decision.
Can my higher education provider take action against me if I make a complaint to the NSO?
Our legislation makes it an offence for a provider to take, or threaten to take, a reprisal action against a student because they have made or are considering making a complaint to the NSO. Students can apply for a range of civil remedies to prevent or address reprisal actions by providers.
If you face reprisals, or the threat of reprisals for making a complaint, you can notify the NSO.
What if I’m dissatisfied with the NSO’s decision?
If you are dissatisfied with our decisions or recommendation, you can ask us to review it. A new case officer will consider your case and may:
- change the original decision
- refer the matter back to the original officer for further information
- unhold the original decision.
Our team will take the time to consider all feedback, and we continually work on making service delivery improvements.
More information on submitting feedback to us is available on our Feedback page.
I’ve already lodged a complaint with my State/Territory ombudsman, can I also come to the NSO?
If your complaint is already being handled by your State/Territory ombudsman, it is best to let them continue to manage it.
Some State/Territory ombudsman may direct you to the NSO as part of their process. Alternatively, you can request for your complaint to be transferred to the NSO.
FAQs - Higher education providers
How will the NSO manage overlaps in jurisdiction with State and Territory Ombudsman?
We have arrangements with State/Territory ombudsman to transfer new student complaints to the NSO . Only in exceptional circumstances will we consider a matter that has already been considered by State/Territory ombudsman.
There are letters of exchange between the NSO and State and Territory Ombudsman which articulate the ways the entities will work together.
Will the NSO adopt a ‘try the providers first’ message?
We will ask students if they have raised the complaint with their provider first, we know this is often the most efficient way to resolve an issue.
At our discretion we can progress with a complaint even if the student has not initially raised with their provider.
It might be that they have tried, unsuccessfully to have their matter heard, or they don’t feel safe or comfortable taking their complaint through that process.
How will the NSO work with a higher education provider on complaints they have already considered, or are currently considering?
We may ask a provider to provide us with information in response to a complaint or investigation that the provider has already conducted. We might ask for this information by phone, in writing, through meeting or interviews.
We will work to understand the history of a complaint, using information provided by the complainant and the provider. We will prioritise early resolution of complaints.
When assessing a complaint, the NSO will take into consideration any action a provider is currently taking on a matter before deciding next steps.
How will the NSO engage with higher education providers for conciliation and restorative engagement (RE) conferences?
The NSO has established a conciliation model. This function is funded by the NSO, with the expectation providers will fund any costs associated with provider staff preparing for and attending the conciliation conference. The NSO will assign an independent and impartial conciliator to work with both parties throughout the conciliation process.
For restorative engagement, the NSO will engage a facilitator to conduct the conference. NSO will work with the higher education provider, as well as the student, to support the selection of the provider’s restorative engagement representative.
Participation is voluntary and the representative will ultimately be selected by the provider. Consideration should be given to a range of factors including the student’s preferences, availability, location, gender, previous experience, cultural knowledge and any conflicts of interest.
Restorative Engagement is a valuable opportunity for higher education providers to gain insights into the student’s lived experience and consider ways they can reduce the likelihood of a re-occurrence of harm for future students.
Does the NSO follow a standard timeframe for providers to respond to its enquiries?
The timeframe with which we will ask the provider to respond will depend upon the matter and whether the outcome is time sensitive for the student.
We are flexible and responsive to extension requests when asking for information. It is often in the best interest of all parties to resolve quickly and that's why we put in those timeframes.
Are recommendations about fees and refunds included in NSO remit?
The NSO may consider complaints related to fees and other financial issues. As with other types of complaints, we will consider the way a decision was made and may make recommendations on how the decision or process could be improved.
Are recommendations from the NSO enforceable?
As an ombudsman, the NSO does not have enforcement powers. The NSO may, however, publicly report on investigations into action taken by a higher education provider where the NSO is of the opinion the provider’s actions are contrary to law, unreasonable, unjust, oppressive, improperly discriminatory or wrong.
The NSO may also table reports about higher education providers in Parliament if the NSO is of the opinion that the provider has not taken adequate and appropriate action to address the recommendations in the report.